Service Delivery Policy

Effective Date: January 2, 2025

1. Introduction: Hupe AI (OPC) Pvt. Ltd. (hereafter referred to as "Hupe AI") is dedicated to providing state-of-the-art Artificial Intelligence solutions for research, development, and implementation. Our Service Delivery Policy outlines the guidelines for the services provided to both domestic and international clients. These policies are designed to ensure seamless, effective, and efficient service while ensuring the highest levels of quality and compliance.

2. Service Delivery Policy for Domestic Clients (India)

2.1 Service Scope:

Hupe AI offers services in the following areas:

AI-based research and development

AI software implementation and integration

Custom AI solutions development

AI model training and deployment

Consultation and technical support services for AI-related challenges

2.2 Service Availability:

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST (Indian Standard Time)

Weekend Support: Limited support is available on Saturdays (9:00 AM - 1:00 PM IST)

For any critical issues requiring immediate attention, 24/7 support is available via email or phone for escalated cases.

2.3 Service Level Agreement (SLA):

Initial Response Time: All inquiries will receive an acknowledgment within 24 hours during business days.

Resolution Time:

Standard issues will be addressed within 3 business days.

Critical issues (those impacting business operations) will be resolved within 1 business day.

Service Escalation: In case of unresolved issues, clients can escalate to the next level of management by emailing escalations@gohupeai.com.

2.4 Payment Terms:

Payments for domestic clients will be processed via bank transfer or digital payment systems in INR (Indian Rupees).

50% advance payment is required upon signing of the contract, with the remaining 50% due upon project completion or milestone delivery.

2.5 Quality Assurance:

All AI models and systems developed by Hupe AI are subject to internal testing and quality assurance before deployment.

We guarantee a minimum of 90% accuracy on AI models, with specific metrics based on the nature of each project.

2.6 Confidentiality & Data Protection:

Domestic clients’ data is protected according to Indian data protection laws. All sensitive information shared will be kept confidential under signed Non-Disclosure Agreements (NDAs).

We ensure that the data used for AI research or model training will be anonymized and securely stored.

2.7 Client Feedback and Support:

Clients are encouraged to provide feedback on service quality. Any issues or concerns will be addressed promptly to ensure continuous improvement.

A dedicated support team will provide ongoing support post-deployment for bug fixes, model performance issues, and optimization.

3. Service Delivery Policy for International Clients

3.1 Service Scope:

Similar to domestic clients, Hupe AI offers services tailored to international markets. These include:

AI research and development

AI software integration and support

Custom AI model development

Consultation and ongoing AI technical services

3.2 Service Availability:

Global Support Hours: 9:00 AM to 6:00 PM IST (Indian Standard Time)

Emergency Support: 24/7 emergency support is available via email or phone. The response time for urgent cases may vary depending on the geographical location of the client.

3.3 Time Zone Management:

Hupe AI recognizes the global nature of its clientele and strives to provide effective support across different time zones.

We will clearly communicate availability and response time based on the client’s time zone, with the aim of resolving issues during business hours that are convenient for the client.

3.4 Service Level Agreement (SLA):

Initial Response Time: All inquiries will receive an acknowledgment within 24 hours of submission.

Resolution Time:

For standard service requests, the issue will be addressed within 3 business days.

For critical service requests (affecting business functionality), resolution will be provided within 1 business day.

Service Escalation: For unresolved matters, clients can escalate the issue to Hupe AI's senior management team via email at escalations@gohupeai.com.

3.5 Payment Terms:

Payments for international clients will be made in USD or EUR, depending on the country of the client.

Advance Payment: A 50% upfront payment is required, with the remaining 50% due upon delivery or completion of milestones.

Payment methods include wire transfer, PayPal, and other internationally recognized payment gateways.

3.6 Quality Assurance & Compliance:

We ensure that the AI models and solutions provided meet international quality standards.

Hupe AI adheres to international standards for data protection and security, including GDPR for European clients.

Our AI systems undergo rigorous testing, including performance evaluations, before deployment.

3.7 Confidentiality & Data Protection:

We comply with international data protection regulations, including GDPR (General Data Protection Regulation) for clients in Europe, CCPA (California Consumer Privacy Act) for clients in California, and other applicable laws.

We guarantee that all client data will be processed securely and used only for the purpose agreed upon in the contract.

Data will be anonymized wherever possible and protected through encryption, firewall security, and access restrictions.

3.8 Client Feedback and Support:

Clients will have access to an account manager to ensure smooth communication and resolution of any service-related issues.

Clients can expect a quarterly review of the service delivery, including feedback collection, satisfaction surveys, and performance evaluation.

4. Dispute Resolution:

Domestic Clients: Disputes related to service delivery will be resolved under Indian law in Kolkata, West Bengal, where the company is registered.

International Clients: For disputes arising from international contracts, Hupe AI agrees to arbitrate in Kolkata, India. However, the client and Hupe AI may agree to an alternate dispute resolution mechanism (e.g., arbitration in the client’s jurisdiction) based on mutual consent.

5. Final Provisions:

Amendments: Hupe AI reserves the right to revise this policy periodically. Clients will be notified of any changes made to the policy through direct communication.

Force Majeure: Hupe AI is not liable for delays or non-performance due to unforeseen events beyond its control, including natural disasters, government actions, or global pandemics.

For any further inquiries, please contact us via:

Email: contact@gohupeai.com

Phone: +918910849009