Client Service Agreement Template

1. Service scope

Recevo will configure and operate the AI receptionist services stated in the signed order form. The order form must identify the business, approved call flows, supported languages, phone setup, calendar, notification destinations, transfer rules, knowledge sources, launch criteria, included usage, and any exclusions.

A capability is not included merely because it appears on the Recevo website or can be provided by a third-party platform. Only the signed order form and approved change requests define the client’s service.

2. Setup and acceptance

The setup phase may include discovery, workflow mapping, knowledge preparation, English and French configuration, phone and calendar connection, notification setup, test calls, revisions within scope, and launch approval.

The client will review test results promptly and provide written approval before launch. Use in production, call forwarding to the service, or written acceptance will constitute acceptance of the approved configuration, subject to any acceptance criteria in the order form.

3. Fees and payment

Standard Recevo Starter pricing is a one-time CAD $1,000 setup fee and CAD $500 per month beginning at go-live. The monthly fee includes 300 AI receptionist call minutes per billing cycle. Additional AI call time is charged at CAD $0.75 per minute and invoiced after the applicable cycle. The signed order form must confirm whether this standard pricing or an approved custom quote applies.

Usage is the connected time during which the AI receptionist is active, including silence or hold time while it remains active. Recevo’s call platform tracks usage to the nearest second and Recevo totals the accumulated time for the monthly billing cycle. Failed or unconnected calls do not count. AI-minute usage stops once a transfer completes. Any overage is prorated to the second at the stated per-minute rate, and only the final charge is rounded to the nearest cent. Any separately approved toll-free, international, outbound, high-volume messaging, unusual telephony, or other third-party charges must be identified in the order form.

Recevo will not add GST or QST unless and until it is required and properly registered to do so. If Recevo later becomes legally required to collect a tax, the parties should update invoices and applicable notices prospectively after accounting review.

The setup fee is charged when onboarding is accepted, and the monthly fee begins at go-live unless the order form states otherwise. Invoices are due [INSERT PAYMENT PERIOD]. Failed payments, late-payment consequences, credits, refunds, proration, and any deposit must be stated in the order form. Recevo may suspend service after reasonable written notice for overdue undisputed amounts, subject to applicable law and safe call-routing considerations.

4. Included support and change requests

Support contact: hello@getrecevo.com. Support hours, target response times, incident escalation, and included maintenance must be stated in the order form. Unless expressly stated, Recevo does not provide a guaranteed response or resolution time.

Minor adjustments within the approved workflow may be included only as stated in the order form. New call flows, languages, locations, phone numbers, calendars, transfer destinations, outbound campaigns, data migrations, major knowledge work, or custom integrations require a written change request describing scope, price, timing, testing, and acceptance before work begins.

5. Client responsibilities

The client will provide accurate, current, and lawfully obtained information and access needed for setup and operation.

• Approve scripts, AI and recording notices, collection fields, booking rules, transfer destinations, urgency rules, hours, service areas, and fallback paths.
• Maintain a reachable human contact and an appropriate process for urgent, failed, uncertain, or escalated calls.
• Obtain and maintain rights to business content, phone numbers, calendars, accounts, data, and instructions supplied to Recevo.
• Avoid providing passwords, payment-card details, government identifiers, medical details, or other sensitive data unless specifically approved and necessary for a reviewed workflow.
• Notify Recevo promptly of policy, staffing, hours, calendar, phone, legal, or operational changes that affect the receptionist.

6. AI disclosure, recording, and lawful use

The receptionist will identify itself as virtual or AI and will not intentionally pretend to be human. The parties will approve the exact opening and any recording, transcription, or privacy notice before launch.

The client is responsible for the lawful purpose of its call flow, the notices and alternatives offered to callers, and its instructions to Recevo. Recevo is responsible for following the approved configuration and applying reasonable safeguards within the services it controls. Neither party may use the service for unlawful robocalling, deception, harassment, discrimination, emergency dispatch, unapproved surveillance, or regulated professional advice.

7. Personal information and security

The client determines the business purpose and approved fields for caller information. Recevo processes that information to provide the configured service and will not sell it. The parties will document the relevant categories, providers, access, locations of processing, redaction, recording settings, and retention instructions before launch.

Recevo will use reasonable administrative and technical safeguards and will notify the client without unreasonable delay after confirming a security incident affecting client data where notice is appropriate. The client will protect its accounts, credentials, exports, notification destinations, and staff access. Each party will cooperate on legally required investigation, mitigation, notices, access requests, and record preservation.

8. Third-party services

The service may depend on Retell AI, Twilio, n8n, Cal.com, Stripe, Vercel, email or SMS providers, and client-selected systems. Their services can change, fail, impose limits, process data outside Québec or Canada, or require separate terms.

Recevo will configure only approved integrations and will not intentionally place production caller data in source-control systems. The order form should state whether third-party accounts and costs are owned and paid by Recevo or the client. Recevo is not responsible for a third party beyond the obligations Recevo expressly accepts in this agreement.

9. Phone number ownership and portability

Where practical, the client should own its primary business number or Twilio account. If the client forwards an existing number, the client retains that number and its carrier relationship.

If Recevo provisions a number in a Recevo-controlled account, the order form must identify it and state whether it is transferable. On termination and after undisputed amounts are paid, Recevo will reasonably cooperate with an eligible transfer or port request, subject to carrier rules, identity verification, technical feasibility, third-party fees, and legal restrictions. Recevo does not guarantee that every number can be transferred or that a carrier will complete a port by a particular date.

10. Calendars, business information, and client data

The client retains ownership of its calendar account, business information, customer and caller information, and materials it supplies. Recevo receives only the access needed for the approved workflow and does not acquire ownership of client data.

Before termination, the client may request a reasonable export of client data then held directly by Recevo in a commonly usable format where technically available. Data controlled by a third-party provider may need to be exported from that provider. After the agreed transition period, Recevo may delete remaining client data according to the documented retention instructions, subject to backups, billing records, legal holds, security logs, and applicable law.

11. Recevo materials and licence

Recevo retains its brand, general methods, reusable prompts, templates, automation patterns, software, know-how, and materials developed independently of the client. During the paid term, Recevo grants the client a limited, non-transferable right to use the configured service for its own approved business operations.

Client-specific business content and data remain the client’s. Any ownership of custom code or paid deliverables that differs from this section must be stated in the order form.

12. Confidentiality

Each party will use the other party’s non-public business, technical, security, pricing, customer, and operational information only for this agreement and will protect it with reasonable care. This duty does not apply to information that is public without breach, already known without restriction, independently developed, or lawfully received from another source. Legally compelled disclosure is permitted after notice where lawful.

13. Availability, errors, and human fallback

AI, telecommunications, calendars, networks, and third-party services are not error-free. Recevo does not guarantee uninterrupted availability, perfect transcription or translation, perfect responses, successful bookings or transfers, increased revenue, lead conversion, or replacement of human judgment.

The client will maintain a reasonable fallback for outages, urgent situations, incorrect outputs, and calls that require a person. Recevo may temporarily disable a risky capability or suspend a workflow where reasonably necessary to protect callers, systems, data, or the parties.

14. Limitation of liability

[QUÉBEC COUNSEL TO INSERT AN APPROPRIATE LIABILITY CAP, EXCLUSIONS, CARVE-OUTS, AND ANY REQUIRED CONSUMER OR CIVIL CODE LANGUAGE.] No limitation should apply where it is prohibited by law. The final clause should address direct loss, indirect or consequential loss, third-party service failures, data incidents, confidentiality, intellectual property, gross fault, and intentional misconduct.

15. Term, cancellation, and transition

Initial term and renewal: [INSERT APPROVED TERM]. Either party may cancel with [INSERT APPROVED NOTICE PERIOD] written notice, subject to any minimum commitment in the order form. Immediate termination rights for material breach, illegal use, serious security risk, insolvency, or repeated non-payment should be reviewed by counsel.

The order form must state whether setup fees are refundable, whether the final month is prorated, when call handling stops, how calls will be redirected, how a number transfer is requested, what transition assistance is included, and when client data will be returned or deleted. Cancellation does not erase amounts properly incurred before the effective termination date.

16. General terms

Notices must be sent to the contacts in the order form, with legal notices copied to [INSERT LEGAL NOTICE EMAIL]. Neither party may assign the agreement except as approved in writing or as part of a lawful business reorganization that does not reduce the other party’s protections.

Governing law and venue: [QUÉBEC COUNSEL TO INSERT]. The English and French versions are intended to have the same meaning; counsel should confirm any required language clause. The agreement, order form, approved change requests, and referenced privacy terms form the entire agreement. Amendments must be in writing and accepted by authorized representatives.