Specify the operational result, permitted actions, responsibilities, complete costs and exit process. Buy a maintained workflow with acceptance criteria, not an undefined promise of AI capability.
Our commercial checklist is:
- Scope: call types, services, branches, channels and excluded tasks.
- Authority: what may be captured, proposed, booked, changed or sent.
- Acceptance: test cases, evidence, failure severity and sign-off rights.
- Support: coverage hours, response targets, escalation and named responsibility.
- Change control: who approves new prompts, models, integrations and prices.
- Costs: allowances, overages, minimum term, renewal and change fees.
- Ownership: account administration, telephone arrangements, configuration and documentation.
- Exit: export formats, migration support, access revocation and deletion evidence.
Separate commercial portability from legal data-protection obligations. The ICO says controller–processor contracts must address matters including processing instructions and end-of-contract return or deletion of personal data, subject to applicable retention requirements. Those provisions do not automatically give you ownership of all software or agency intellectual property. (ico.org.uk)
Have a solicitor review consequential liability, indemnity, termination and data terms. This checklist is a purchasing aid, not model legal drafting.
Sources cited on this page
- ico.org.uk ↗ico.org.uk