Terms & Conditions

Purpose of the Service

Connected undertakes to provide multichannel customer service and business process management services in accordance with the specifications agreed upon in the Service Level Agreement. The delivery of these services will be carried out exclusively through professional and qualified personnel.

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Access and Use of Information

For the execution of the service, the contracting company may provide access to its systems, databases, or software applications.

• Limited Use: Connected will use such information exclusively for the purposes of the contracted service.

• Ownership of Information: All data provided by the contracting company, as well as data generated during interactions (recordings and logs), remain the exclusive property of the contracting company.

• Security Protocols: Access will be conducted under technical security measures, including data encryption, Virtual Private Networks (VPNs), and Multi-Factor Authentication.

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Mandatory Training Program

Connected ensures that no employee will have access to the contracting company’s information without first completing and passing the Information Management Certification Program, which includes the following modules:

• Privacy Induction: In-depth training on local and international personal data protection laws.

• Tools Management: Specific training on the correct use of the contracting company’s systems to prevent operational errors and ensure data integrity.

• Professional Ethics: Conduct protocols and strict confidentiality regarding the handling of sensitive data and trade secrets.

• Periodic Updates: Agents will undergo refresher training every six months to stay updated on new security threats or changes in legal regulations.

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Confidentiality and Non-Disclosure

Both parts agree that all exchanged information is strictly confidential.

• Personnel Commitment: Connected ensures that each of its employees has signed a Non-Disclosure Agreement containing civil and criminal liability clauses.

• Exceptions: Information that is publicly available or required to be disclosed by legal or judicial mandate from a competent authority shall not be considered confidential.

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Responsibilities of the Contracting Company

For the proper performance of Connected, the contracting company is obligated to:

1. Provide stable and secure access to its technological platforms.

2. Supply specific training materials about its product or service in a timely manner.

3. Clearly define authorization levels and access limits for the shared data.

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Audit and Oversight

Connected grants the contracting company the right to conduct compliance audits, with prior written notice, to verify:

• Adherence to physical and digital security protocols.

• The validity and history of training for the assigned personnel.

• The proper management and safeguarding of generated records and files.

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Limitation of Liability

Connected shall be liable only for direct damages arising from proven negligence in the handling of information, provided that such damages are not caused by failures in systems provided by the contracting company or by force majeure events beyond the company’s reasonable technical control.

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Term and Termination

The contract shall remain in force for the duration specified in the main commercial agreement. Either party may terminate the contract in the event of a material breach of the privacy or information security clauses, without prejudice to any applicable legal actions. In the event of early termination of the contract, compensation must be provided to the affected party, with the amount to be defined in the main agreement.

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Governing Law and Jurisdiction

These Terms and Conditions shall be governed by the applicable laws of the country where Connected operates. Any disputes shall be submitted to the ordinary courts of that jurisdiction.

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Customers Services

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Web Services

Acquisition Models

One-Time Payment: The acquisition of the website’s structure and design shall be carried out through a single initial payment. This payment grants the client the right to use the website; however, it does not confer ownership of the domain name, unless expressly agreed otherwise in writing.

Monthly Maintenance: Ongoing support services, security updates, and hosting shall be subject to a mandatory monthly fee. Failure to pay this fee may result in the temporary or permanent suspension of the website.

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Domain Ownership

In order to ensure technical stability and proper service management, the domain name of each website shall remain under the ownership and administration of the company. The client shall not transfer the domain to third parties while the maintenance service remains active under our management.

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Commencement of Development

The provision of any web development, design, or consultancy services shall commence exclusively upon confirmation of the initial payment or the first monthly payment, as applicable. No partial deliverables or preliminary work shall be provided without receipt and confirmation of such payment.