Terms of Service

1. Overview of Services

CXTS designs, staffs, manages, and optimizes remote customer-experience operations, including live chat support, email support, inbound calling, outbound and cold calling, customer support, performance monitoring, and custom engagements. The specific scope, deliverables, service levels, and fees for any engagement are defined in a separate written agreement, statement of work, or order (“Service Agreement”) between CXTS and the client.

In the event of a conflict between these Terms and a signed Service Agreement, the Service Agreement controls with respect to that engagement.

2. Eligibility and Use of the Website

You must be at least 18 years old and able to form a binding contract to use our website. You agree to use the website only for lawful purposes and in accordance with these Terms. You agree not to:

• Use the website in any way that violates applicable law or regulation.
• Attempt to gain unauthorized access to our systems, networks, or data.
• Interfere with or disrupt the integrity or performance of the website.
• Introduce malware, scrape content at scale, or misuse forms or communication channels.
• Misrepresent your identity or affiliation with any person or entity.

3. Engagements, Quotes, and Onboarding

Information on our website, including service descriptions and pricing, is provided for general informational purposes and does not constitute a binding offer. Engagements typically begin with a discovery call, requirements review, and a Service Agreement. Operations commence after contract signing, payment of any applicable setup fee, and completion of onboarding and systems design.

4. Fees, Billing, and Taxes

• Fees, billing frequency (e.g., monthly or quarterly), and the number of agents are set out in the applicable Service Agreement.
• Published plan pricing is indicative; a management fee (typically 10–15%), surcharges (such as weekend coverage), and additional agents may apply as described in your agreement.
• Unless otherwise stated, fees are exclusive of applicable taxes, which are your responsibility.
• Late or non-payment may result in suspension of services after reasonable notice.

Any specific discounts (such as quarterly billing savings) apply only as described at the time of contracting.

5. Client Responsibilities

To enable us to deliver services effectively, the client agrees to:

• Provide timely access to necessary tools, platforms, systems, and information.
• Supply accurate brand, product, and workflow documentation.
• Designate a point of contact for decisions, approvals, and escalations.
• Ensure it has the necessary rights and consents for any data shared with us, including end-customer data.
• Comply with applicable laws relevant to its business and customers.

6. Service Levels and Performance

Where a Service Agreement specifies service levels (SLAs), we will use commercially reasonable efforts to meet them and to provide agreed monitoring and performance reporting. Any performance metrics, sample figures, or illustrative statistics shown on our website are representative examples and not guarantees of future results for any specific engagement.

7. Confidentiality

Each party may receive confidential information from the other. Both parties agree to protect such information, use it only to perform under the engagement, and not disclose it to third parties except as permitted by the Service Agreement or required by law. Specific confidentiality and data-processing terms in a Service Agreement supplement this section.

8. Data Protection

Our handling of personal information is described in our Privacy Policy. Where we process personal data on behalf of a client, we do so under that client’s instructions and the data-protection terms set out in the applicable Service Agreement.

9. Intellectual Property

The website and its content — including text, graphics, logos, and the CXTS name and marks — are owned by or licensed to CXTS and protected by intellectual-property laws. You may not copy, reproduce, distribute, or create derivative works without our prior written permission. Ownership of work product and deliverables created during an engagement is governed by the applicable Service Agreement.

10. Third-Party Tools and Links

Our services and website may rely on or link to third-party tools and platforms. We are not responsible for the availability, content, or practices of third parties, and your use of those tools may be subject to their own terms.

11. Disclaimers

The website is provided on an “as is” and “as available” basis without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the website will be uninterrupted, error-free, or secure. Nothing on our website constitutes legal, financial, or professional advice.

12. Limitation of Liability

To the maximum extent permitted by law, CXTS and its personnel will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or relating to your use of the website or services. Our total aggregate liability relating to an engagement will not exceed the amounts paid by the client to CXTS for the services giving rise to the claim during the three (3) months preceding the event, except where a Service Agreement states otherwise.

13. Indemnification

You agree to indemnify and hold harmless CXTS and its personnel from any claims, damages, liabilities, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your misuse of the website, or your violation of applicable law or the rights of any third party.

14. Term and Termination

We may suspend or terminate your access to the website at any time if you violate these Terms. Termination of any service engagement is governed by the applicable Service Agreement. Provisions that by their nature should survive termination — including confidentiality, intellectual property, disclaimers, limitation of liability, and indemnification — will survive.

15. Governing Law and Disputes

Unless a Service Agreement specifies otherwise, these Terms are governed by the laws applicable to CXTS’s place of business, without regard to conflict-of-laws principles. The parties will first attempt to resolve any dispute in good faith; unresolved disputes will be handled in the venue and manner set out in the applicable Service Agreement.

16. Changes to These Terms

We may update these Terms from time to time. When we do, we will revise the “Last updated” date above. Your continued use of the website after changes take effect constitutes acceptance of the updated Terms.

17. Contact Us

Questions about these Terms can be sent to kareem@cxtransformation.com or via LinkedIn at linkedin.com/company/cx-transformation-solutions.