For each service: what the client gets, what they do not get without a change request, and the definition of done. Ambiguity here is what turns into disputes later.
In scope: trained agents on the contracted shift, supervision, quality auditing at the agreed sample rate, daily and weekly reporting, escalation handling, telephony on the agreed platform, and adherence to the approved script and process.
Out of scope unless in the SOW: additional languages, extended shift hours, holiday coverage beyond the agreed calendar, dedicated (non-shared) supervision below the standard ratio, custom integrations, on-site client visits, and any outbound calling on an inbound-only mandate.
Definition of done (monthly): contracted seat-hours delivered, SLA metrics reported, quality audits completed at sample rate, escalations closed or handed over.
Standard ratios: 1 team leader per 15 agents; 1 quality analyst per 30 agents; 1 trainer per 50 agents during ramp. Deviations are priced.
In scope: discovery, flow and prompt design, knowledge base configuration from client-supplied content, integration with the agreed telephony/CRM, guardrail configuration, evaluation testing, deployment, and tuning during the stated tuning window.
Out of scope unless in the SOW: building the client's knowledge content from scratch, integrations not listed, new languages, additional channels, and continued tuning after the tuning window (this becomes a support retainer).
Definition of done: agent live on the agreed traffic slice, evaluation set passing at the agreed threshold, handoff to human working, dashboard delivered, documentation handed over.
In scope: requirements documentation, UI/UX, development of the agreed modules, one round of UAT support, deployment to the agreed environment, admin and user training, source or access handover, and the stated warranty period for defect fixes.
Out of scope: new modules, new integrations, redesign after design sign-off, data cleansing of client-supplied data, third-party licence costs, and post-warranty support (AMC).
Definition of done: UAT sign-off received, or deemed accepted after 7 working days of silence.
In scope per month: the deliverable counts stated in the package (posts, blogs, campaigns, reports), optimisation work, one review call, and access to all accounts and assets — which remain the client's property.
Out of scope: ad spend, stock media licences, influencer fees, printing, photography and videography shoots, website hosting, and deliverables above the stated count.
Definition of done: stated deliverable count published or delivered, report issued by the 7th of the following month.
Revision policy: two revision rounds per creative deliverable are included; further rounds are chargeable.
In scope: as scoped, with named deliverables and dates. Out of scope: government fees, third-party professional fees, and representation before authorities where a licensed professional is required. Definition of done: deliverable submitted and acknowledged, or filing acknowledgement received.
Travel and accommodation outside the base city, work outside agreed hours, urgent turnaround below the stated lead time, and anything requiring a licence Akontec does not hold.
A named Account Manager, a written scope, an escalation path, and an honest status update when something is slipping.
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