Client Service Agreement
Standard commercial terms governing corporate consulting engagements, pilot diagnostic programs, BPO QA scorecard audits, and executive intensives.
1. Parties & Engagement Scope
This Client Service Agreement ("Agreement") governs professional consulting, training, and diagnostic services provided by ProComm Performance Lab, operated by Danilo Pierre ("Provider"), based in Santo Domingo, Dominican Republic, to the commercial entity or individual identified in an authorized Proposal or Statement of Work ("Client").
Provider delivers engagements strictly aligned with the proprietary ProComm Performance Framework (Diagnose → Identify → Develop → Simulate → Score → Improve) across four primary tracks:
- ProComm CX: BPO agent de-escalation drills, call control matrices, and supervisor QA calibrations.
- ProComm Corporate: Site-wide acoustic audits, customized scorecard systems, and Train-the-Trainer retainers.
- ProComm Leadership: Executive presence, meeting authority, and boardroom communication acceleration.
- ProComm Career: High-stakes international interview simulations and structural response coaching.
2. Term, Milestones & Coordination
Each engagement is conducted according to the timeline and milestone schedule established in the client's Statement of Work (SOW). Diagnostic evaluations, workshop drills, and score calibration debriefs are scheduled jointly. Rescheduling requests must be submitted in writing (via email or authorized messaging) at least 48 hours prior to the scheduled session.
3. Fees, Invoicing & Pilot Pricing Transparency
All consulting fees are denominated in U.S. Dollars (USD) and invoiced as outlined in the SOW (typically 50% upon contract execution and 50% upon delivery of final calibration audit and scorecard rubric, or 100% upfront for pilot cohorts).
Where an introductory or pilot rate is applied to an initial corporate cohort, Provider's standard corporate rate may apply to future recurring cohorts or permanent retainers. Client is under no obligation to renew at standard rates upon completion of an introductory pilot.
4. Client Responsibilities & Data Authorization
To ensure optimal diagnostic outcomes, Client agrees to:
- Provide timely access to participating agents, supervisors, QA rubrics, and representative customer interaction recordings.
- Dominican Law 172-13 Compliance: Confirm that Client maintains all necessary employee and customer recording consents required under applicable data protection regulations before sharing audio files or performance transcripts with Provider.
- Provide prompt feedback on diagnostic reports and draft phraseology matrices to ensure continuous engagement velocity.
5. Confidentiality & Non-Disclosure
Both parties agree to hold in strict confidence all proprietary business data, call audio recordings, personnel evaluations, QA metrics, and commercial strategies disclosed during the engagement. Confidentiality obligations survive the termination of this Agreement for a period of two (2) years.
6. Intellectual Property & Deliverables Licensing
Provider Ownership: Provider retains all exclusive title, copyright, and ownership rights to the ProComm Performance Framework, diagnostic scoring rubrics, acoustic calibration methodologies, and general training architectures.
Client License: Client receives a perpetual, non-exclusive, non-transferable internal license to utilize all customized reports, tailored QA scorecards, and coaching recordings created specifically for Client's internal operations. Client may not resell, sub-license, or commercialize Provider's frameworks to third-party consulting competitors.
7. Performance Disclaimer & Liability Limitations
Provider performs all consulting services with high professional care and empirical rigor. However, because measurable operational outcomes depend heavily on agent execution, floor supervisor consistency, and organizational culture, Provider does not guarantee specific CSAT score thresholds, QA pass rates, or revenue numbers.
To the maximum extent permitted by Dominican law, Provider's aggregate commercial liability under any engagement shall not exceed the total fees actually paid by Client under the applicable Statement of Work.
8. Non-Circumvention
For the duration of the engagement and for six (6) months following its completion, Client agrees not to directly solicit or hire Provider's specialized coaching personnel to deliver identical consulting services independently without Provider's prior written authorization.
9. Governing Law & Jurisdiction
This Agreement is governed by and construed under the laws of the Dominican Republic. The parties agree to submit any unresolved controversy arising hereunder to the exclusive jurisdiction of the competent courts of Santo Domingo, Dominican Republic.
10. Corporate Inquiries & Custom SOW Execution
To initiate a corporate engagement or request a tailored Statement of Work for your organization: