Three parties, and no ambiguity about which does what.
A BPO project fails on unclear boundaries far more often than on delivery. This page sets them out before a contract is signed.
The end client contracts with Akontec
Akontec sells, prices and signs the eCommerce operations contract with the seller or brand. Akontec carries the client-facing service commitment.
Akontec allocates seller accounts to your workspace
Named accounts with a defined catalogue, channel set and service level. Allocation is sized to your fleet capacity and your current quality score.
Your workspace is configured and the fleet is trained on those accounts
The operating spec, knowledge base and agent configuration are built specifically for the accounts you hold. This is not a generic bot pointed at your login.
The fleet delivers, your reviewer decides the exceptions
Supervised agents act and log. Draft-only agents propose and wait. Everything that touches money, a published claim or a legal position goes to your reviewer.
Output is measured, sampled and scored monthly
Panel telemetry produces the delivery report. QC re-checks 200 random decisions weekly. A composite score is issued monthly and shared with you in full.
Payout is computed from verified units and settled
Units delivered × rate card, plus incentive where the score qualifies. Statement issued with the scorecard. Settled to your company against invoice on agreed terms.
Who owns each moving part.
| Item | End client | Akontec | Your company |
|---|---|---|---|
| Commercial contract | Signs | Holds | — |
| Marketplace credentials | Provides | Provisions into workspace | Operates within scope |
| Margin floor & pricing policy | Sets | Encodes as a hard limit | Cannot override |
| Platform, models, guardrails | — | Builds and maintains | — |
| Workspace & VPS | — | Provisions at setup | Pays monthly, operates |
| Fleet training on allocated accounts | Supplies source documents | Builds and evaluates | Signs off at shadow stage |
| Human review queue | — | Sets the rules | Clears it daily |
| Quality sampling | — | Performs weekly | Acts on findings |
| Escalation L1 | — | — | Your reviewer |
| Escalation L2–L5 | — | Delivery manager to director | Raises |
| Invoicing & settlement | Pays Akontec | Computes and settles payout | Invoices Akontec |
How money moves.
The client pays Akontec against the client contract. Akontec computes your payout from verified delivered units against the partner rate card, issues a statement alongside the monthly scorecard, and settles against your invoice.
Your running costs — licence, VPS, AI consumption balance and compliance — are billed to you separately and are shown in full on the commercials page. The AI consumption balance is prepaid and visible in the panel at all times, with the burn rate on screen. Nothing about your cost base is hidden from you.
GST applies on the setup fee, on the monthly running charges and on your payout invoice at prevailing rates. Payment terms are confirmed in the service agreement.
Now the part that decides it.
How the agents are trained on your allocated accounts, evaluated before release, and kept correct as marketplace policy changes.