Terms of Service & Master Agreement

1. Engagement & Scope of Services

Nexlinks (Pvt) Ltd ("Nexlinks", "we", "us", or "our") provides enterprise Business Process Outsourcing (BPO), telecommunications campaign execution, software engineering, customer experience (CX), and dedicated contact center seat operations. All engagements are governed by customized Statements of Work (SOW) executed between Nexlinks and the Client.

2. Service Level Agreements (SLAs) & Uptime

Nexlinks commits to a 99.99% network and dialer infrastructure uptime SLA during scheduled production hours. Our primary facility in Lahore is equipped with dual Tier-1 fiber internet backbones from independent tier providers with automatic BGP failover, backed by online double-conversion UPS systems and dual automated diesel power generators.

3. Regulatory Compliance (TCPA, FCC & STIR/SHAKEN)

For outbound campaigns targeting the United States or other jurisdictions, Client is responsible for ensuring call recipient consent in accordance with the Telephone Consumer Protection Act (TCPA) and applicable Federal Communications Commission (FCC) guidelines. Nexlinks enforces automated DNC list scrubbing and STIR/SHAKEN caller ID authentication protocols across all dialers.

4. Confidentiality & Clean Desk Policy

Both parties agree to treat all commercial, customer, technical, and proprietary information as strictly confidential. Nexlinks maintains a physical Clean Desk Policy and air-gapped workstations on production floors: agent personal mobile devices, external USB storage, and unauthorized local recording are strictly prohibited in adherence to PCI-DSS standards.

5. Invoicing & Payment Terms

Dedicated seat allocations, software licenses, and production campaigns are invoiced semi-monthly or monthly in advance as detailed in the applicable SOW. Payments are accepted via international wire transfer, ACH, or designated corporate banking rails.

6. Intellectual Property Rights

Custom software, dialer scripts, customer lead databases, and campaign analytics developed specifically for Client under an active SOW shall be the exclusive intellectual property of the Client upon full payment of fees. Nexlinks retains rights to its proprietary underlying tools, libraries, and standard operating procedures.

7. Contact Legal Counsel

For legal questions, MSA reviews, or compliance inquiries, contact our directorate at info@nexlinksbpo.com or phone +1 (906) 210-5040.