Scope of Work

(A) Integrations done by Yugasa: The following integration shall be done by Yugasa in the platform delivery: 

1. An intelligent chatbot shall be integrated with: 

➔ Client’s WhatsApp 

◆ Yugasa will help the client in setting up the WhatsApp Business APIs on a dedicated number (as provided by the client). 

◆ The WhatsApp platform can be used to send promotional and marketing messages to prospective and existing customers of the client. 

2. The Yugasa’s platform shall:
   a. Allow the client to reach out to their potential customers through the WhatsApp Campaigning/Bulk Messaging feature. 
3. Have the Human Agent Control Kit (HACK) feature activated. This will allow the support staff (human agents) at the client’s end to take control of any conversation initiated by the users and respond to their queries. 
4. The Yugasa team will provide appropriate training to the client team on how to manage the Admin section and the Agent Panel. 
5. Integration with WhatsApp will be done by Yugasa. For WhatsApp integration, please refer to section ‘Yugasa Bot with WhatsApp Business’ is below. 

(B) Look and Feel / Frontend of the platform: For the WhatsApp platform, there will not be any customization and shall follow default offerings, looks, and UI as provided by the carrier platform. No customization in this UI shall be possible. 

(C) Hosting / Servers: Yugasa Bot is a SaaS app and shall be hosted on Yugasa servers and there will not be any additional expense for any hardware maintenance at the client’s end. 

(D) Concurrency: Yugasa Bot will be able to handle up to 5 concurrent users asking different queries at the same time with an uptime of 98%. The promised uptime is calculated monthly. 

(E) Branding and Whitelabeling: At any such digital interface where YugasaBot is implemented (currently or in the future) for the client and it is possible to put the branding of YugasaBot, Yugasa will put its name. 

(F) No Support for the following features: 

1. There will not be any automated chatbot developed for the client as per the current Scope of Work. 
2. No integration with any third-party platform/software/hardware (Amazon Alexa, Google Home, etc.) other than the integrations mentioned under (A)(1) above.
3. YugasaBot will not be responsible for any traffic generation on the client's digital touchpoint, which is the Whatsapp chatbot in the current proposal. 

(G) License Policy: License per instance of Yugasa Bot is charged. Any increase in the digital touchpoints other than what is mentioned under (A)(1) above, shall have a corresponding impact on the bot costing. Please note that a bot with any separate intelligence will be considered a different chatbot and shall be charged additionally for integration. Please refer to Section Commercials below for details. 

Assumptions

1. Chatbot Delivery: Implementation, as mentioned in the section (Scope of Work) above, shall be declared as ‘Delivery Achieved’. 
2. Any permanent discontinuation of services related to Yugasa Bot will be informed to the client and the client will not be charged for those services from the date of discontinuation.
3. Annual Year: 12 months from the date of making the bot live on the client’s first platform shall be considered an annual year. 
4. Any third-party issues like a client's WhatsApp account not working or FB page not approved by Meta or another third-party account/platform, not working may cause Yugasa Bot to stop working on that platform. Fixing any such issues on the client's platform (WhatsApp in the current SoW) will not be part of Yugasa’s scope of work. 
5. No data or access to the Admin section shall continue to be provided to the client in case he/she stops using the license of Yugasa Bot after whatsoever time.
6. YugasaBot will not be responsible for bringing business leads for the client. Visitors landing on the client's platform will be able to talk to Yugasa Bot at their discretion to collect necessary information from the bot. Also, it will be up to the customer's choice to share their valid contact details with the bot. 
7. We have a no-refund policy. For any work done by Yugasa, including the main project or POC, whether successful or unsuccessful, there is an effort from the team, servers, and other resources involved, which can not be waived off or refunded in any situation and will have to be paid for by the client. 
8. We do not have any third-party integration in the current scope of work except those mentioned in (A)(1) above. 
9. Any additional feature or customization not mentioned in the scope of work, during bot implementation,n or after delivery shall be quoted additionally. 
10. Any changes in Whatsapp policies, prices, or in their offerings at any time during and after the WABA API implementation for the client shall have a related impact on YugasaBot offering and the same shall be applicable accordingly after sound information to the client. 
11. Only the templates approved by WhatsApp can be used to send notifications.
12. The notifications can be sent to those users only who have opted in to receive WhatsApp notifications (a separate API shall be provided for Opt-in). 
13. Non-payment of the license fee on time will authorize Yugasa Software Labs Pvt Ltd to either remove the Bot services from the Client’s platforms or run advertisements on the Bot interface on the Client’s platforms. 
14. Cost towards the WhatsApp bill as per the usage will have to be paid in time by the client monthly for availing services from WhatsApp.

Yugasa Bot with WhatsApp Business

The Yugasa team will help the client procure the WhatsApp Business APIs as per the WhatsApp policy. 

Requirements for WhatsApp Business APIs:

1. Website (A business website is required with a Privacy Policy page).
2. Domain email (eg, if the website is www.focalyt.com, then a working email ID on the same domain like contact@focalyt.com will be required).
3. Verified Facebook Business Account (This is different from a normal Facebook page. Yugasa team can help in getting this done).
4. Legal/Govt. approved Document showing Company Name and Company Address (eg tax certificate or electricity bill, bank statement)

Please Note: Awarding the APIs and later on an Official Business account (Blue-tick) shall be at the sole discretion of Meta/Facebook.

WhatsApp Pricing Details

https://business.whatsapp.com/products/platform-pricing

The conversational charges will be applicable as per prevailing WhatsApp pricing as explained on the link above. All conversations are measured in 24-hour increments or “sessions”. These 24-hour conversation sessions start whenever the first message is delivered by a business, either in response to a user inquiry or if a business-initiated message template is delivered.

Change Request Pool

The cost shared above considers the Scope of Work which has been discussed during multiple meetings between both teams. Most of what we have envisioned together at this stage of project discussion has been documented here including the asked customizations. Considering our experience with software development, it happens at times that few new feature requests come to the surface as the product takes a tangible shape during the development phase. To save both the two teams from sudden surprises due to such additional feature requests during project execution, we must keep some budget margins accordingly. Considering our experience, we recommend clients to keep a pool of budget ready to accommodate such new Feature Requests and Change Requests. For any new requirements introduced during the project execution and after the bot implementation, team Yugasa shall estimate the efforts for the newer work and shall submit such estimates for the client’s approval. On approval of budgets/funds for the new development, team Yugasa shall commence work on newer implementation.

Any additional feature or customization not mentioned in the scope of work, during bot implementation or after delivery shall be quoted additionally at the rate of INR 1200 per man hour (excl. GST) and shall be charged separately.