Last Updated: 25/09/2025
This Service Level Agreement (“SLA”) outlines the service standards, response times, and performance commitments provided by Rocketconnect.ai (“Service Provider”) to its clients (“Client”) for customer support, AI solutions, call handling, and related services.
This SLA forms part of the overall Service Agreement and applies to all subscribed services unless otherwise agreed in writing.
1. Purpose of the SLA
The purpose of this SLA is to:
Define service expectations and performance standards
Ensure consistent service quality, uptime, and reliability
Establish responsibilities for both Rocketconnect.ai and the Client
Provide clarity on reporting, support, and escalation procedures
2. Scope of Services
This SLA covers the following services offered by Rocketconnect.ai:
Health insurance customer support
Inbound and outbound call handling
AI-powered virtual agents (24/7 support)
Sales, telemarketing & lead management
Multilingual customer support
Backend support & service desk operations
CRM-based tracking and reporting
a) AI Virtual Agents
Uptime Commitment: 99.5% monthly uptime
Availability: 24 hours / 7 days a week
b) Human Support Team
Operating Hours: As defined in the client contract (e.g., 8 AM – 8 PM IST or 24/7).
Agent Availability: 95% adherence to scheduled hours.
c) Communication Channels Covered
Phone
Chat
Ticketing systems
Client CRM (if integrated)
4. Response & Resolution Times
a) Response Times
| P1 – Critical | Complete outage, service not functioning | Within 30 minutes |
| P2 – High | Major service degradation, partial outage | Within 2 hours |
| P3 – Medium | Non-urgent issues, feature errors | Within 4 hours |
| P4 – Low | Minor issues, general inquiries | Within 24 hours |
b) Resolution Goals
Critical Issues: Within 4 hours
High Priority: Within 12 hours
Medium Priority: Within 2 business days
Low Priority: Within 5 business days
(Resolution times may vary depending on complexity.)
5. Performance Metrics
Rocketconnect.ai ensures the following service quality KPIs:
Call Answer Rate: 90% of calls answered within 20 seconds
First-Contact Resolution (FCR): 80% minimum
Customer Satisfaction (CSAT): Target minimum 85%
Lead Follow-Up Success Rate: As per client’s requirement
Ticket Closure Rate: 95% within SLA timeframe
Reports can be shared daily/weekly/monthly based on contract.
6. Client Responsibilities
The Client agrees to:
Provide accurate process documentation and business workflows
Give timely approvals for scripts, training materials, and agent guidelines
Ensure access to required platforms (CRM, dialer, ticketing tools, etc.)
Inform Rocketconnect.ai about expected call/chat volumes
Notify in advance about campaigns, promotions, or workload spikes
7. Rocketconnect.ai Responsibilities
Rocketconnect.ai will:
Provide trained agents and AI systems as per the contract
Maintain secure and compliant communication methods
Offer ongoing monitoring and quality control
Provide timely reporting and performance insights
Maintain confidentiality of client data
Inform client about service disruptions or planned maintenance
8. Incident Management & Escalation
a) Incident Reporting
Clients may report issues via:
Phone
Ticketing system
b) Escalation Path
Level 1: Support Team
Level 2: Team Leader / Supervisor
Level 3: Operations Manager
Level 4: CEO / Management
9. Data Security & Compliance
Rocketconnect.ai follows industry-standard practices including:
Encrypted communication
Secure data storage
Restricted access controls
Compliance with applicable data protection laws (e.g., Indian IT Act, GDPR if applicable)
No client data is shared with unauthorized third parties.
10. Maintenance & Updates
Scheduled maintenance will be communicated at least 24 hours in advance.
Emergency maintenance may occur without prior notice if required for security.
11. Termination of SLA
This SLA remains in effect unless:
The contract between the parties ends
Either party provides written notice for termination
Terms are updated or replaced with a new SLA
12. Amendments
Rocketconnect.ai may revise this SLA from time to time. Any changes will be communicated to clients and uploaded to the official website.
14. Acceptance
Use of Rocketconnect.ai services signifies acceptance of this SLA as part of the service contract.
