Service Delivery Policy

1. Introduction

ConvCom is a Software-as-a-Service (SaaS) platform that provides AI-powered chatbot solutions. This Service Delivery Policy outlines how our digital services are delivered to you.

2. Service Activation

2.1 Account Creation

Upon successful registration and payment (if applicable):

• Your account is activated immediately
• You receive account credentials via email
• Access to the dashboard is granted instantly
• You can begin using the Service right away

2.2 Onboarding Process

New users are guided through a streamlined onboarding process:

• Step 1: Knowledge base training (upload your data)
• Step 2: Chatbot customization (design and branding)
• Step 3: Channel integrations (WhatsApp, Web)

3. Service Features and Availability

3.1 Core Features

All subscribed features are available immediately upon activation:

• AI chatbot creation and training
• Multi-channel deployment (Web, WhatsApp)
• Conversation management dashboard
• Analytics and insights
• Customization options

3.2 Service Uptime

We strive to maintain a 99.9% uptime for our Service. However, we do not guarantee uninterrupted access and may occasionally need to perform maintenance or upgrades.

4. Chatbot Deployment Timeline

4.1 Web Chatbot

• Available instantly after customization
• Embed code provided in real-time
• No approval or review required

4.2 WhatsApp Integration

• Personal account: Connect via QR code (instant)
• Business API: Subject to Meta approval (1-3 business days)
• Configuration available immediately in dashboard

5. Data Processing and Training

5.1 Knowledge Base Processing

When you upload training data:

• Small files (\u003c10MB): Processed within 1-5 minutes
• Medium files (10-50MB): Processed within 5-15 minutes
• Large files (\u003e50MB): Processed within 15-30 minutes

5.2 AI Model Training

Your chatbot is continuously trained and improved based on your data. Updates to the knowledge base are reflected in chatbot responses within minutes of processing completion.

6. Technical Support

6.1 Support Channels

Technical support is provided through:

• Email support: Response within 24 hours
• In-dashboard chat: Real-time assistance (business hours)
• Documentation and FAQs: Available 24/7

6.2 Support Hours

Support hours: 9:00 AM - 5:00 PM (Monday to Friday, IST)
Email support is monitored during business hours

7. Service Updates and Maintenance

7.1 Scheduled Maintenance

We perform scheduled maintenance during low-traffic periods:

• Advance notice provided via email (minimum 48 hours)
• Typically scheduled during off-peak hours
• Downtime minimized to \u003c30 minutes when possible

7.2 Feature Updates

New features and improvements are rolled out automatically. You will be notified of major updates via email and in-app notifications.

8. Service Limitations

Service delivery is subject to:

• Your chosen subscription plan limits
• Fair usage policies
• Third-party service availability (WhatsApp, etc.)
• Internet connectivity requirements

9. Data Export and Portability

You can export your data at any time:

• Conversation history available for download
• Knowledge base content can be exported
• Export formats: CSV, JSON
• No additional fees for data export

10. Service Termination

Upon subscription cancellation or termination:

• Service access continues until the end of the billing period
• 30-day grace period to export your data
• After grace period, data may be permanently deleted
• Reactivation possible within 60 days by contacting support

11. Contact Information

For questions about service delivery, please contact us:

Email: anchal@convcom.ai
Phone: +91 1148028906
Support Hours: 9:00 AM - 5:00 PM (Monday to Friday, IST)
Address: New Delhi, India