1. Acceptance of Terms
These Terms of Service ("Terms") constitute a legally binding agreement between your organization ("Client") and Rocket Multi Services Inc. ("Rocket"). By signing an Order Form, Statement of Work (SOW), Master Services Agreement (MSA), or utilizing our platform and nearshore workforce services, Client agrees to be bound by these Terms.
If an executed Master Services Agreement exists between the parties, the specific terms of that MSA shall supersede any conflicting provisions contained herein.
2. Scope of Services & Statements of Work
Rocket provides intelligent nearshore operations, including but not limited to:
- Bilingual inbound and outbound Customer Experience (CX) and technical helpdesk pods.
- Sales Development Representative (SDR) pods, telemarketing, and pipeline acceleration.
- Dedicated virtual assistants and executive administrative back-office support.
- Autonomous conversational AI agents, custom workflow automations, and Robotic Process Automation (RPA).
- HIPAA-compliant healthcare claims adjudication, prior authorization, and medical billing support.
3. Service Level Agreements (SLAs) & 99.8% Uptime
Rocket maintains enterprise-grade operational availability:
- 99.8% Platform & Telephony Availability: Redundant tier-1 carriers, dual-ISP fiber lines at nearshore facilities, and automatic cloud failover.
- Average Speed of Answer (ASA): Standard SLAs target < 30 seconds for inbound critical queues.
- Quality Assurance (QA) Benchmark: Monthly scorecards guaranteeing ≥ 90% compliance with client QA rubrics.
4. Intellectual Property & Work Product Ownership
Client retains 100% sole and exclusive ownership of all proprietary data, client lists, customer interactions, and custom intellectual property created specifically for Client ("Work Product") upon full payment of applicable fees.
Rocket retains ownership of its underlying platform technology, proprietary AI orchestration frameworks, internal training workflows, and general methodologies.
5. Mutual Confidentiality & NDA
Both parties agree to hold all confidential, commercial, financial, and technical information in strict confidence, exercising at least the degree of care used for their own valuable secrets (and never less than reasonable care).
All Rocket workforce specialists are bound by rigorous individual Non-Disclosure Agreements (NDAs) and clean-desk facility protocols prior to commencing client account training.
6. Invoicing & Payment Terms
Unless otherwise designated in an active Statement of Work:
- Invoices are issued monthly in advance for dedicated workforce retainers or bi-weekly in arrears for hourly/usage models.
- Standard payment terms are Net 15 days via ACH transfer, wire, or major corporate credit cards.
- All monetary amounts are denominated and payable in United States Dollars (USD).
7. Governing Law & Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the United States without regard to conflict of law principles. Any dispute arising out of or relating to these Terms shall be resolved via good-faith executive escalation followed, if necessary, by binding arbitration under the rules of the American Arbitration Association (AAA).