The run, stated plainly.
What the operator does, what your desk is responsible for, the volumes it is crewed against, and the standard delivery is measured by. Read this before the crew pages — the technology only matters if the run is worth taking.
Who the work comes from.
The end clients are ride-hailing and fleet-mobility operators in the United States, United Kingdom and Australia — city and regional operators running anywhere from a few hundred to several thousand active drivers. They need round-the-clock rider and driver support and cannot justify an in-house 24/7 desk at their volume.
Akontec holds the client contract, sets commercial terms and allocates operators to partner desks. Your company delivers the support. The client relationship, pricing and contract remain with Akontec throughout — stated here so it cannot become a dispute later.
Allocation is by operator, not by ticket. You receive named operators with a defined driver base, channel set and service level, so your supervisor builds real familiarity with each city and each fleet.
In scope, and firmly out.
| Stream | In scope | Out of scope |
|---|---|---|
| Booking & dispatch | Intake, amendment, cancellation, scheduled rides, allocation and ETA queries, no-car escalation | Setting surge policy, changing dispatch algorithms, pricing decisions |
| Driver support | App and device issues, document expiry, trip and earnings queries, cancellation disputes, incentive questions | Account deactivation or reinstatement, disciplinary decisions, employment matters |
| Rider support | Pre-ride and in-ride queries, lost property, service complaints, refund requests | Legal correspondence, media response, regulatory complaints handling |
| Driver onboarding | Document collection, expiry and completeness checks, chase to activation, fleet partner accounts | Background verification decisions, right-to-work determination, final approval |
| Fare & payments | Dispute review, toll and waiting-time adjustment prep, payout and wallet queries, settlement reconciliation | Disbursing funds, changing fare structures, tax determinations |
| Safety & incidents | Triage, classification, evidence collation, immediate handover to a human | Everything else. Resolution, reply, closure and any contact with emergency services or authorities |
Anything not listed as in scope is out of scope until added by written change note with a rate attached. On a mobility run the out-of-scope register is not admin — it is the line between a support desk and an operational liability.
Volume bands the desk is crewed against.
Planning bases, not commitments. Actual allocation depends on operator demand and on your desk's quality score.
| Monthly, per desk | Ramp | Standard | Extended |
|---|---|---|---|
| AI-resolved interactions | 8,500 | 14,000 | 21,000 |
| Human-handled interactions | 950 | 1,600 | 2,400 |
| Drivers onboarded | 14 | 22 | 34 |
| Fleet accounts activated | 1 | 3 | 5 |
| Disputes resolved | 32 | 53 | 80 |
| Indicative gross payout | ₹1,09,000 | ₹1,81,800 | ₹2,74,500 |
| Your income after running cost | ₹57,000 | ₹1,24,000 | ₹2,06,000 |
Bands are computed from the unit card, not set arbitrarily. The card and the worked calculation are on the meter.
What good looks like, measured.
| Measure | Threshold | Verified by |
|---|---|---|
| Safety flag to human | Under 60 seconds, any hour | Board timestamp, audited weekly |
| Live ride issue, first response | Under 2 minutes | Channel SLA report |
| Driver support, first response | Under 10 minutes | Channel SLA report |
| Rider non-urgent, first response | Under 30 minutes | Channel SLA report |
| Fare dispute decision prepared | Same working day | Board workflow state |
| Driver onboarding chase | Every 48 hours until activated or closed | Onboarding pipeline audit |
| Fare adjustments above ceiling | Zero issued without named approval | Hard block in code; attempts logged |
| Composite quality score | 85+ holds your band · 90+ earns incentive | Monthly scorecard, shared in full |
The measure that ends the contract
Every threshold above can be missed and remediated. The safety handover time cannot. A desk that lets a safety flag sit in a queue is a desk that loses the allocation, and Akontec will withdraw it rather than remediate it. Your supervisor must be reachable out of hours — that is the single hardest requirement on this run, and it is why what you bring is written the way it is.
Akontec holds
- The operator contract, pricing and commercial relationship
- The platform, model layer and guardrail engineering
- Operator allocation across partner desks
- The quality standard and QC sampling
- Client-facing escalation above your supervisor
Your company holds
- The desk, its data and its day-to-day operation
- Every human decision the crew defers, including all safety handovers
- Your supervisor, their training and their reachability
- Your own entity, GST and statutory position
- The income earned against delivered and verified work
Now follow one ride all the way through.
The brief describes the streams. The next page traces a single booking from request to closure and shows exactly where a human takes over.