Statement of Work
Customer-Onboarding Voice Agent — Meridian Operations LLC
Provider
Acejack
Client
Meridian Operations LLC
Project summary
Acejack will design, build, and deploy a voice agent that handles inbound onboarding calls for new Meridian customers. The agent qualifies the caller, captures the structured intake fields Meridian's operations team needs, schedules the kickoff call, and hands a clean handoff packet to the human owner. The work covers discovery through production cutover with a defined acceptance window so Meridian's team is in control of the go-live.
Deliverables
Deliverables
- Discovery brief. Documented call-flow map of current inbound onboarding, the intake fields the operations team relies on, and the structured handoff format the human owners want.
- Voice agent build. Production-grade voice agent wired to Meridian's existing phone number, with the discovery-derived call-flow, handoff packet generation, and operations-team review surface.
- Pilot rollout. One-week pilot on a routed subset of inbound traffic, with a daily transcript review window so the operations team can flag issues before full cutover.
- Go-live and runbook. Full traffic cutover plus a runbook the operations team can use day-one — escalation paths, transcript review process, and the dial-in for the human owner on every call the agent escalates.
Acceptance criteria
Each deliverable is accepted when the criteria below are met. Client has 7 days from the date of delivery to provide written acceptance or written feedback identifying which criteria are not yet met. Silence past the 7-day window is treated as acceptance under § 6.
- 1. Voice agent answers inbound onboarding calls and captures the intake fields named in the discovery brief on at least 95 percent of structured-intake calls during the pilot week.
- 2. Handoff packet is generated and routed to the named human owner within 60 seconds of the caller hanging up.
- 3. Escalation path triggers correctly when the caller asks for a human or the agent's confidence drops below the agreed threshold.
- 4. Operations team is trained on the runbook and has shadowed at least 10 live calls before cutover.
Schedule and milestones
- Start date
- 2026-05-04
- Target completion
- 2026-06-26
- Discovery brief delivered
- 2026-05-15 · Owner: Acejack
- Voice agent build complete
- 2026-06-12 · Owner: Acejack
- Pilot rollout begins
- 2026-06-15 · Owner: Acejack
- Go-live and runbook handover
- 2026-06-26 · Owner: Acejack
Fees and payment
- Total fee
- $42,000 USD, fixed for the scope defined in § 2.
- Payment schedule
- 50% on signing, 25% on voice-agent build complete, 25% on go-live and runbook handover.
- Invoicing
- Provider issues an invoice at each scheduled payment trigger. Net 15 days from invoice date.
- Late payment
- Invoices unpaid more than 30 days past due may, at Provider's discretion, suspend further work until paid current.
- Pass-through costs
- Third-party costs (cloud infrastructure, software licensing, and similar vendor costs) incurred on Client's behalf are billed at cost with line-item transparency, separately from the total fee above.
Standard terms
Acceptance
Each deliverable is deemed accepted upon Client's written approval, or 7 days after Provider's notice of delivery if Client has neither approved nor provided written feedback within that window. Feedback within the acceptance window is addressed under the deliverable's defined scope; out-of-scope changes are handled as a separate change request.
Work product
All work product specifically created by Provider for Client under this Statement of Work is owned by Client upon payment of the invoice covering the deliverable. Provider retains the right to use general methods, processes, know-how, and tools developed in the course of providing services, provided no Client-specific confidential information is disclosed.
Confidentiality
Each party will treat the other's non-public business, technical, and operational information as confidential, and will not disclose it to third parties without the other party's prior written consent. This obligation survives completion or termination of this Statement of Work for a period of two (2) years.
Pre-existing materials
Each party retains ownership of materials, code, methods, and assets it brings to or develops outside the scope of this Statement of Work. No transfer of pre-existing IP is implied by this Statement of Work.
Independent contractor
Provider performs services as an independent contractor. Nothing in this Statement of Work creates an employer-employee relationship, partnership, or joint venture between the parties, and neither party has authority to bind the other. Provider is responsible for its own taxes, insurance, equipment, and overhead.
Change requests
Material changes to scope, deliverables, schedule, or fees are handled by written change request (email is sufficient) signed by both parties. Provider proceeds on changed scope only after written approval; un-approved changes remain governed by the original scope.
Limitation of liability
Each party's total liability under this Statement of Work is limited to the total fees paid by Client to Provider under this Statement of Work. Neither party is liable for indirect, incidental, consequential, or punitive damages.
Governing law
This Statement of Work is governed by the laws of the State of Tennessee, USA, without regard to its conflict-of-laws principles. Any dispute that cannot be resolved through good-faith discussion will be brought in a court of competent jurisdiction in Tennessee.
Entire agreement
This Statement of Work is the entire agreement between the parties on its subject matter and supersedes any prior or contemporaneous understandings. Amendments must be in writing and signed by both parties.
Signed electronically via Acejack. See Certificate of Completion on the final page for the full attestation — signing timestamp, IP address, and envelope identifier.
For Client
Jordan Kessler
Chief Operating Officer
Date: ______________________
For Acejack
Alec Sullivan
Principal, Acejack
Date: 2026-04-29