This Supply of Service Agreement ("Agreement") is made between Premier Point Services Limited("Service Provider" or "Company") and the Client (collectively referred to as the "Parties"). This Agreement outlines the provision of services by the Service Provider to the Client and defines the responsibilities and obligations of both Parties.

1. Services Provided

The Service Provider agrees to deliver the following services to the Client:

  1. Inbound Support:
    The Service Provider will manage customer queries and concerns efficiently through skilled agents using advanced technologies. This includes handling high call volumes and ensuring customers feel valued and supported.
  2. Outbound Support:
    The Service Provider will conduct proactive outreach to engage customers, enhance satisfaction, and foster loyalty. Activities may include customer follow-ups, surveys, and other tailored communications using cutting-edge tools.
  3. Customer Analytics and Data Services:
    The Service Provider will utilise sophisticated analytics to extract actionable insights from customer interactions. These insights will help the Client monitor performance, identify trends, and refine strategies based on customer feedback.
  4. Multi-Channel Support Services:
    The Service Provider will deliver seamless support across multiple platforms, such as phone, email, live chat, and social media. This ensures consistent customer experiences and accessibility for the Client’s customers on their preferred communication channels.

2. Service Level Agreement (SLA)

Performance standards, such as response times, service availability, and escalation procedures, will be defined in a separate Service Level Agreement (SLA) or appendix. The SLA, agreed upon by both Parties, will form an integral part of this Agreement.

3. Term

This Agreement shall commence on the start date specified in the associated SLA and remain effective until terminated in accordance with this Agreement. At the end of the initial term, this Agreement will automatically renew for successive periods unless written notice of termination is provided by either Party before the term’s expiration.

4. Fees and Payment Terms

The Client agrees to pay the Service Provider according to the fees specified in the SLA or agreed quotations. Payments must be made within the terms outlined in the SLA.

  • Late Payments: The Service Provider reserves the right to suspend or terminate services if payments are delayed.
  • Additional Services: Any requests outside the agreed scope may incur additional charges, which will be discussed and agreed upon prior to implementation.

5. Confidentiality

Both Parties shall maintain the confidentiality of any proprietary or sensitive information shared during the course of this Agreement. This includes, but is not limited to:

  • Customer data
  • Business strategies
  • Proprietary technologies
  • Other confidential materials

Confidentiality obligations shall survive the termination of this Agreement.

6. Ownership of Intellectual Property

Unless otherwise agreed in writing, all intellectual property created, developed, or utilised by the Service Provider in the course of delivering services will remain the exclusive property of the Service Provider. The Client shall not acquire any rights to such intellectual property unless explicitly stated in a separate agreement.

7. Limitation of Liability

To the fullest extent permitted by law:

  • The Service Provider’s liability for claims arising from this Agreement is limited to the total fees paid by the Client under this Agreement.
  • The Service Provider shall not be held responsible for indirect, incidental, or consequential damages arising from the use of its services.

8. Termination

This Agreement may be terminated by either Party under the following conditions:

  • For Breach: If either Party materially breaches the terms of this Agreement and fails to remedy the breach within a reasonable period after receiving written notice.
  • For Convenience: Either Party may terminate this Agreement for any reason by providing written notice, as specified in the SLA.

Upon termination, the Client will remain responsible for paying for all services rendered up to the effective termination date.

9. Governing Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of Hong Kong. Any disputes arising out of or related to this Agreement will be subject to the exclusive jurisdiction of the courts of Hong Kong.

10. Entire Agreement

This Agreement, together with the Service Level Agreement (SLA), the Company’s Terms and Conditions, Privacy Policy, and Cookie Policy, constitutes the entire understanding between the Parties concerning the services provided. It supersedes any prior agreements, whether written or oral, between the Parties.

Premier Point Services is committed to delivering professional and reliable support solutions tailored to the Client’s needs. By entering into this Agreement, the Parties confirm their understanding and acceptance of its terms.