How it is measured, protected and, if needed, ended.
The section a serious operator reads first. Quality mechanics, data handling, audit, continuity and exit — stated before signature rather than discovered afterwards.
The scorecard, and what it decides.
| Component | Weight | Measured by |
|---|---|---|
| Safety handover time | 25% | Board timestamp on every flag, audited weekly |
| SLA adherence across streams | 25% | Board telemetry, per channel and stream |
| Decision accuracy | 20% | Weekly QC sample of 200, weighted to fare and safety classification |
| Review lane discipline | 15% | Lane ageing and same-day clearance |
| Operator-reported issues | 10% | Issues raised by the operator in the month |
| Governance compliance | 5% | Review-call attendance, remediation closure |
| Composite score | 100 | 85+ holds your band · 90+ earns incentive |
Below 85 for two consecutive months triggers a written remediation plan with a 30-day window. Below 85 for four consecutive months allows Akontec to reduce allocation. The score is shared in full each month with the underlying sample, so it can be checked rather than accepted.
Safety is not weighted like the others
A missed SLA is remediated. A safety flag left sitting in a queue is not. Repeated failure to meet the sixty-second handover allows Akontec to withdraw allocation immediately, without the remediation window that applies to every other measure. This is written into the agreement and we will not negotiate it.
Where the data sits and who can reach it.
Your desk is your own private working environment, running on its own VPS server, with operator, rider and driver data contracted to stay inside it.
- Data is processed only for the allocated operators and only for the contracted purpose
- Operator system access is provisioned into the desk, not shared as plain text
- Rider and driver contact details are never exposed to the other party — enforced in code
- Role-based access on the board; every user action attributed to a named account
- Every crew decision logged with its inputs, append-only, retained 24 months
- Safety flags, their classification, handover time and human outcome retained in full
- Call recording follows the operator's own consent and retention policy in each market
- On exit, desk data is exported to you and to Akontec, then purged on the agreed date
Business continuity
Desk backed up daily with a defined restore target. On a platform-side incident Akontec targets resumption within 24 hours with a written cause report. Safety escalation has a fallback path that does not depend on the board. On a partner-side outage beyond 24 hours — shorter here than on other runs — allocation may be served elsewhere and returned on recovery.
Audit
The decision log is append-only and cannot be edited or deleted from the board by any role. Weekly QC samples, overrule reasons and every safety flag with its handover time are retained alongside it. Akontec may audit a desk on reasonable notice; you may request your own log export at any time.
Exit
Initial term 12 months, then 60 days' written notice either side. Allocation is wound down on an agreed schedule so no operator is left without a desk overnight. Final income settles against the last verified month at the rate on statement date. Data is exported and purged.
What we will not promise
- A guaranteed, assured or fixed monthly return of any kind
- That allocated volume will not vary month to month, or that an operator will not exit a city
- That the crew will never make an error, or that automation rates will hold at any level
- That the USD/INR rate on settlement will match the planning basis on this site
- That your out-of-hours rota will not be called at inconvenient hours — it will
- That this run suits every BPO service provider — it does not, and what you bring says why
Bring your operations head and your hardest questions.
Governance is the part worth interrogating before signature. We would rather answer it on a call than have it discovered in month three.