How it is measured, protected and, if needed, ended.

The section a serious operator reads first. Quality mechanics, data handling, audit, continuity and exit — stated before signature rather than discovered afterwards.

01 Quality

The scorecard, and what it decides.

Component	Weight	Measured by
SLA adherence across streams	30%	Panel telemetry, per channel and stream
Decision accuracy	25%	Weekly QC sample of 200 random decisions
Review queue discipline	25%	Queue ageing and same-day clearance
Client-reported issues	10%	Issues raised by the end client in the month
Governance compliance	10%	Review-call attendance, remediation closure
Composite score	100	85+ holds your band · 90+ earns incentive

Below 85 for two consecutive months triggers a written remediation plan with a 30-day window. Below 85 for four consecutive months allows Akontec to reduce allocation. The score is shared in full each month, with the underlying sample, so it can be checked rather than accepted.

02 Data

Where the data sits and who can reach it.

Your workspace is your own private working environment, running on its own VPS server, with client data contracted to stay inside it.

Client data is processed only for the allocated accounts and only for the contracted purpose
Marketplace credentials are provisioned into the workspace, not shared as plain text
Role-based access inside the panel; every user action attributed to a named account
Every AI decision logged with its inputs, append-only, retained 24 months
Data handling, breach notification and sub-processing are set out in the information-security schedule
On exit, workspace data is exported to you and to Akontec, then purged on the agreed date

Business continuity

Daily workspace backup with a defined restore target. On a platform-side incident, Akontec targets resumption within 24 hours and issues a written cause report. On a partner-side outage of more than 48 hours, allocation may be temporarily served elsewhere and returned on recovery.

Audit

The decision log is append-only and cannot be edited or deleted from the panel by any role. Weekly QC samples, overrule reasons and remediation actions are retained alongside it. Akontec may audit a workspace on reasonable notice; you may request your own log export at any time.

Exit

Sixty days' written notice either side. Allocation is wound down on an agreed schedule so no client is left uncovered. Final payout is settled against the last verified month. Data is exported and purged. The panel licence and workspace close on the exit date.

What we will not promise

A guaranteed, assured or fixed monthly return of any kind
That allocated volume will not vary month to month
That the fleet will never make an error, or that automation rates will hold at any particular level
That marketplace platforms will not change policy in ways that affect the work
That this project suits every BPO service provider — it does not, and the eligibility page says why

Bring your operations head and your hardest questions.

Governance is the part worth interrogating before signature. We would rather answer it on a call than have it discovered in month three.

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