Terms of Service

1. Acceptance of Terms & Scope

These Terms of Service (“Terms”) constitute a legally binding agreement between Trecta Systems (“Trecta Systems,” “we,” “us,” or “our”) and the business entity or individual (“Client,” “you,” or “your”) accessing our website (trectasystems.com, trectaops.com), booking consultations, or engaging our dedicated remote workforce services.

By executing a Statement of Work (SOW), booking operational consultations, accepting proposals, or funding an Upwork contract milestone, you affirm that you have the legal authority to bind your organization to these Terms.

2. Service Offerings & Pod Deployment

Trecta Systems provides managed remote operations capacity across three core verticals:

*Deployment typically occurs within 3 to 5 business days following completion of workflow scoping and credential provisioning.

3. Service Level Agreements (SLAs) & Quality Oversight

We hold ourselves to rigorous enterprise performance standards:

• 99.9% Operational Uptime: We maintain continuous battery backup, generator failover, and automated dual-ISP fiber lines to prevent dropouts during active coverage shifts.
• First Response SLA Targets: Customer queues are managed under mutually agreed response thresholds (e.g., <15-minute first response for live chats or <2-hour turnaround for ticketing queues).
• Dedicated Team Lead Oversight: Work is supervised by internal operations managers who perform weekly calibration audits and QA spot checks without requiring daily client micromanagement.
• Talent Replacement Guarantee: If an assigned specialist fails to meet client expectations, we will initiate retraining or deploy a replacement specialist within 3 business days at no additional onboarding cost.

4. Client Responsibilities & Tool Access

To ensure high performance, Clients agree to:

• Provide clear Standard Operating Procedures (SOPs), brand communication guides, and escalation matrices;
• Furnish role-based access credentials to required cloud dashboards (Zendesk, Gorgias, Slack, CRM) using secure password sharing tools;
• Ensure all client systems and customer lists shared with Trecta Systems have been lawfully obtained and comply with data protection regulations;
• Designate a primary client liaison for weekly syncs and operational escalations.

5. Confidentiality & Mutual NDA

Confidentiality is the bedrock of our business process outsourcing operations:

6. Intellectual Property (100% Client Ownership)

Full Work-for-Hire Assignment: All work products, deliverables, customer responses, annotated data sets, labeled models, summaries, and customized operating procedures produced by Trecta Systems personnel during the engagement are considered “works made for hire.”

Upon receipt of full payment for the applicable service period, all worldwide right, title, and intellectual property interest in and to such deliverables transfer exclusively and irrevocably to the Client.

7. Billing, Retainers & Upwork Contracting

8. Term, Flexibility & Termination

We believe quality should earn your partnership each month. Our standard agreements operate on flexible month-to-month terms:

• Notice Period: Either party may terminate or adjust team size upon thirty (30) days written notice;
• Immediate Termination for Cause: Either party may immediately terminate an engagement upon written notice in the event of material breach, gross negligence, or violation of non-disclosure provisions;
• Offboarding: Upon contract completion, all credentials are removed, working materials returned, and final invoices settled without penalty.

9. Independent Contractor Relationship

The relationship between Trecta Systems and the Client is that of an independent contractor. Personnel deployed by Trecta Systems are our employees or contractors. Nothing in these Terms shall be construed to create an employer-employee, partnership, or joint venture relationship between Client and Trecta Systems personnel.

10. Limitation of Liability & Disclaimers

Except for breaches of confidentiality and intellectual property obligations, neither party will be liable to the other for indirect, special, incidental, punitive, or consequential damages (including loss of profits or business interruption).

Each party's total cumulative liability arising out of or related to these Terms will be limited to the total fees paid by the Client to Trecta Systems in the three (3) months preceding the incident giving rise to the claim.