Terms of Service
These Master Terms of Service govern all business relationships, service contracts, BPO deployments, AI automation workflows, and digital solutions provided by Annota Ltd.
1. Agreement to Terms & Operational Scope
By accessing our website, executing a Service Level Agreement (SLA), subscribing to an operational retainer tier, or requesting a free process audit, you agree to be bound by these Master Terms of Service between you ("Client") and Annota Ltd. ("Annota," "we," "us," or "our").
Our enterprise operational divisions covered under these terms include:
- Omnichannel BPO & Back-Office Outsourcing: Customer support teams, virtual assistants, back-office processing, and specialized sector staffing.
- AI Automation & Custom Agents: Development, integration, hosting, and maintenance of custom generative AI models, agentic workflows, and API pipelines.
- Data Annotation & AI Training Services: High-precision dataset labeling (computer vision, NLP, RLHF, audio/video, medical annotation).
- Managed IT & Cloud Engineering: Technical helpdesk support, system administration, cloud server maintenance, and IT security monitoring.
- Growth Engineering & Marketing Operations: Strategic digital marketing campaigns, conversion rate optimization, search ranking, and lead pipeline acquisition.
- Client Dashboard & Pilot Audits: Interactive management dashboards, free audit evaluations, and initial pilot testing environments.
2. Service Level Agreements (SLAs) & Execution
Each active client deployment is governed by specific Service Level Agreements that outline capacity commitments, guaranteed turnaround speeds, resolution benchmarks, and designated team structures:
Starter Tier (15 hrs/mo)
Guaranteed 4-hour response time SLA. Designed for lightweight operational support, recurring tasks, and basic maintenance.
Growth Tier (40 hrs/mo)
Guaranteed 2-hour response time SLA. Dedicated account lead, workflow automation monitoring, and weekly operational reports.
Scale Tier (100 hrs/mo)
Guaranteed 1-hour response time SLA. Priority ticket escalation, dedicated BPO pod, and custom AI agent monitoring.
Custom Pod Tier
Tailored 24/7 round-the-clock SLAs, custom time zone coverage, dedicated security protocols, and custom manager oversight.
3. Intellectual Property & Work Product Ownership
- Client Work Product: All annotated datasets, customer support records, custom AI prompts, marketing copy, and proprietary documentation generated specifically for the Client remain the 100% exclusive property of the Client upon full payment of fees.
- Annota Core Technology: Annota retains all rights to its pre-existing core BPO management frameworks, proprietary internal annotation tools, reusable software code modules, and generic workflow templates.
- Machine Learning Datasets: Raw client media and completed annotations will never be used to train public or third-party AI models without explicit written permission.
4. Confidentiality & Non-Disclosure
Both parties agree to treat all business strategies, customer databases, technical architectures, pricing arrangements, and operational metrics as strictly confidential information. All Annota dedicated agents and data annotators sign enforceable non-disclosure agreements (NDAs) prior to client project onboarding.
5. Billing, Pilot Terms & Payment Conditions
Client billing and payment terms are defined as follows:
- Free Trial Pilots: Any offered free pilot, process audit, or introductory evaluation period carries zero obligation to purchase. Pilot results and deliverables belong to the Client.
- Monthly Retainers: Paid retainer tiers are billed in advance at the start of each billing cycle. Unused capacity hours roll over or expire as explicitly stipulated in the client Statement of Work (SOW).
- Payment Methods: Annota accepts bank wire transfers, corporate credit cards, and approved international payment gateways. Invoices are payable within 14 days of invoice date unless otherwise specified.
6. Limitation of Liability & Warranties
Annota provides services with a high standard of professional care in accordance with industry best practices. Except as expressly warranted in a signed SOW, services are provided "as is". In no event shall either party be liable for indirect, incidental, or consequential damages. Total liability under any claim shall not exceed the fees paid by Client to Annota in the three (3) months preceding the incident.
7. Governing Law & Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya, without giving effect to any principles of conflicts of law. Any disputes arising out of or related to these terms shall be subject to amicable negotiation, and if necessary, binding arbitration under Kenya International Arbitration rules.
8. Legal Contact & Legal Notices
For questions concerning these Terms of Service or to submit formal legal notices:
Annota Ltd. — Office of the General Counsel
HQ Address: Nairobi, Kenya
Legal Email: legal@annota.co.ke
General Inquiries: sales@annota.co.ke | +254 731 539 530