Schedule 1 – Service Description & Pricing Structure

SCHEDULE 1 – Service Description & Pricing Structure.

This Schedule forms part of the Flow Smart Suite Master Services Agreement (“Agreement”).

This Schedule may be updated from time to time in accordance with the Master Services Agreement.

1. Service Overview

Flow Smart Suite provides managed AI roles designed to handle inbound enquiries, customer communication, routing, and operational follow-up across supported channels.

The scope of the Service is determined by the selected plan specified in the applicable Order Form.

The Service includes configuration, activation, and ongoing managed optimisation in line with the selected plan.

2. Activation

Activation is defined as the date on which the AI system is live and accepting inbound enquiries via at least one configured channel.

The contract term begins on the Activation Date.

Pre-activation onboarding and configuration do not constitute service commencement.

3. Onboarding

The Client must complete the onboarding form within fourteen (14) days of signing the Order Form.

Activation scheduling will be confirmed only after onboarding materials have been reviewed.

Failure to complete onboarding within fourteen (14) days may result in release of the activation slot.

4. Service Scope

The Service includes:

•         AI role configuration aligned to the selected plan

•         Call handling and enquiry capture logic

•         Routing and escalation setup within plan limits

•         CRM logging of interactions

•         Internal notification configuration

•         Ongoing AI role refinement and optimisation

The Service does not include:

•         Custom software development

•         Bespoke integrations unless separately agreed in writing

•         Guaranteed revenue, conversion, or business outcomes

•         24/7 human support unless explicitly agreed

5. Voice Usage & Overage

Each plan includes a defined monthly minute allowance as specified in the Order Form.

Usage exceeding the included allowance will be charged at the prevailing overage rate specified in Schedule 1 (Pricing & Plan Structure).

Overage charges may be billed monthly in arrears or automatically charged to the payment method on file.

Where usage consistently exceeds the included allowance, Flow Smart Suite may recommend migration to a higher plan.

Unused minutes do not roll over.

6. Messaging & SMS Usage

SMS functionality is provided primarily for operational and workflow-triggered communication (including missed call responses and system notifications).

Where a Client elects to publish or distribute a messaging-enabled number to end users, the Client acknowledges that inbound messaging volume may increase beyond typical operational usage.

Flow Smart Suite does not guarantee unlimited messaging capacity.

Flow Smart Suite reserves the right to:

•         Apply reasonable usage limits

•         Restrict messaging functionality

•         Apply additional charges

•         Recommend alternative configuration

Where messaging volumes exceed reasonable operational levels or materially impact system performance or cost.

The Service must not be used for bulk messaging, unsolicited campaigns, or high-volume automated outbound communication.

Messaging usage may incur additional charges where volumes exceed typical operational thresholds.

7. Acceptable Use

The Service may not be used for:

•         Cold calling campaigns

•         Aggressive outbound sales activity

•         High-volume spam or automated traffic

•         Any unlawful, deceptive, or abusive purpose

Outbound operational AI (where available) must be event-triggered and operational in nature.

Flow Smart Suite reserves the right to suspend the Service in cases of misuse.

8. Platform Improvements

Flow Smart Suite continuously improves and refines AI roles and platform capabilities.

Feature enhancements, refinements, and version updates may occur during the contract term without requiring amendment to this Schedule, provided that the core nature of the Service remains materially consistent with the selected plan.

9. Service Availability

Flow Smart Suite will use reasonable efforts to maintain the availability and performance of the Service.

The Client acknowledges that the Service relies on third-party infrastructure and telecommunications providers, and that temporary interruptions may occur outside of Flow Smart Suite’s direct control.

Flow Smart Suite does not guarantee uninterrupted or error-free operation of the Service.

10. Support

Support is provided during published business hours.

Response times may vary based on plan tier.

Priority support is available for Pro and Enterprise plans.

11. Pricing & Plan Structure

Flow Smart Suite offers tiered service plans. The specific plan selected by the Client is set out in the applicable Order Form.

11.1 Plan Tiers

Launch:

• Up to 1 concurrent session
• 500 included minutes per month

Essentials:

• Up to 2 concurrent sessions
• 1,000 included minutes per month

Pro:

• Up to 4 concurrent sessions
• 2,000 included minutes per month

Enterprise plans may be agreed separately in writing.

11.2 Overage Usage

Usage exceeding the included monthly minute allowance is billed at the prevailing overage rate.

Standard overage rate: £0.30 per minute (subject to change in accordance with this Schedule).

Usage is measured per minute and rounded up to the nearest full minute.

Overage charges are billed monthly in arrears or charged automatically to the payment method on file.

11.3 Add-Ons

Optional services may be added to the Client’s subscription, including:

• Additional AI agents
• Additional users
• Additional phone numbers
• Additional notification recipients

Add-ons are billed in accordance with the rates in effect at the time of activation or addition.

11.4 Messaging Charges

SMS and messaging usage may incur additional charges where volumes exceed typical operational thresholds.

Where applicable, messaging charges will be applied at the prevailing rates in effect at the time of usage.

Flow Smart Suite reserves the right to introduce messaging bundles or per-message pricing as part of its pricing structure.

11.5 Pricing Updates

Flow Smart Suite may update pricing, overage rates, and plan structures in accordance with Clause 7 of the Master Services Agreement.

Any changes will be communicated with not less than sixty (60) days’ notice and will take effect from the next billing cycle or renewal date.

Version 1.2

Registered address:
RJP Group LTD, 124 City Road, London, EC1V 2NX

Contact email:
[email protected]

Last updated 30th March 2026.