Statement of Work
This Statement of Work (this "SOW") is governed by the Master Service Agreement between 2 Acre Studios (d/b/a 2 Acre AI) ("Provider") and the customer identified in the Order Form ("Customer") that incorporates this SOW by reference.
This SOW describes the specific services Provider will deliver to Customer.
1. Services
1.1 24/7 AI Voice Receptionist
Provider will provision and operate an AI voice receptionist on a dedicated phone number (or, at Customer's option, a forwarded existing number) that:
- Answers every inbound call within two (2) rings, twenty-four (24) hours a day, seven (7) days a week
- Identifies as the Customer's business and uses the Customer-approved voice profile
- Triages each call into one of three urgency tiers: emergency, standard, or maintenance
- Collects from each caller: full name, full service address with ZIP, callback telephone number, and a description of the problem
- Reads back the callback number digit-by-digit to confirm
- Books the resulting service appointment into Customer's designated calendar (Cal.com, Google Calendar, or, where supported, Customer's existing dispatch software)
- Sends an SMS summary of each call to Customer's designated owner and dispatcher contact within thirty (30) seconds of call completion
- Includes an automated recording-disclosure announcement at the start of each call to comply with Pennsylvania's two-party-consent statute
- Includes a gas-smell and carbon-monoxide safety protocol that instructs callers reporting such conditions to leave the premises and contact 911 or the gas company before continuing the call
1.2 Automated Review Collection
Provider will configure and operate an automated SMS review request that:
- Sends a review-request SMS to each completed-job customer
- Routes happy customers (responses indicating 4 or 5 stars) directly to Customer's Google Business Profile review page
- Routes unhappy customers (responses indicating 1 to 3 stars) to a private feedback form so concerns reach Customer privately before becoming public
- Tracks review-request volume, response rate, and resulting public-review count in Customer's portal
1.3 Client Portal
Provider will give Customer access to a web-based client portal that includes:
- Live call log with transcripts and audio recordings
- Booking dashboard showing all appointments captured by the receptionist
- Review velocity and rating-trend dashboards
- Lead-to-job conversion statistics
- Weekly summary email delivered to Customer's designated email address
1.4 Ongoing optimization
For the first thirty (30) days following the Effective Date, Provider will review every call transcript daily and tune the receptionist's prompt, triage logic, and SMS templates as needed. After day thirty, Provider will conduct monthly prompt-tuning passes based on aggregate call data and Customer feedback.
2. Setup deliverables and timeline
Provider will complete setup within three (3) business days of the Effective Date, subject to Customer's timely provision of the information required in Section 3.
| Day | Provider deliverables |
|---|---|
| 1 | Kickoff call (60 minutes) to gather Customer's services list, pricing, service area, business hours, dispatch contact, calendar integration preference, and after-hours protocol. Phone number provisioning. |
| 2 | AI prompt build using Customer-supplied information. Calendar integration. SMS template configuration. Voice profile selection. |
| 3 | Live test calls between Provider and Customer to validate the configuration. Number cutover (if forwarding) or new number publication. Customer's onboarding training. |
3. Customer responsibilities
To enable Provider to perform the Services, Customer will:
(a) Designate a single primary point of contact during setup and ongoing operation.
(b) Provide accurate and current information regarding business name, business hours, service area, services offered, standard pricing (e.g., diagnostic fee, after-hours surcharge, system-replacement estimate handling), emergency-handling procedures, and the dispatch and owner contact telephone numbers.
(c) Forward Customer's existing main inbound line to the Provider-supplied number, or, if Customer chooses to publish the new number publicly, update Customer's marketing materials (website, Google Business Profile, vehicle wraps) accordingly. Provider will assist with the technical aspects of forwarding but cannot perform updates to Customer's third-party listings.
(d) Promptly review and respond to test calls during the day-3 acceptance period.
(e) Notify Provider of changes to business hours, pricing, services, or service area that would require receptionist re-tuning. Substantive changes (more than minor) may incur a tuning fee at Provider's then-current hourly rate.
(f) Maintain valid payment information on file at all times during the Term.
4. Service levels
Provider's service-level commitments are set forth in Section 2 of the Master Service Agreement.
The following Service-specific operational commitments also apply:
- First-token latency target: under 800 milliseconds, measured from caller end-of-utterance to receptionist start-of-response, ninety-fifth percentile, monthly.
- SMS-summary delivery: within sixty (60) seconds of call end, ninety-fifth percentile, monthly.
- Booking-into-calendar success: ninety-five percent (95%) of calls that proceed to a booking step result in a successfully created calendar appointment, monthly.
5. Inclusions and limits
5.1 Included with subscription
- Up to 500 minutes of inbound call time per calendar month
- Unlimited outbound SMS for review requests and booking confirmations
- Unlimited inbound SMS replies
- One (1) phone number
- One (1) calendar integration
- One (1) primary contact and up to two (2) additional notification recipients (e.g., dispatcher, second owner)
5.2 Overage
Inbound call minutes in excess of 500 in a calendar month are billed at $0.15 per minute in arrears.
5.3 Add-ons
The following are not included in the base subscription and are available at the prices listed in the Order Form or at Provider's then-current rates:
- Multi-location support (each additional location): $297 per month
- Outbound recall campaigns (annual maintenance follow-up): $297 per month
- White-label client portal: $97 per month
- Custom integrations with proprietary dispatch software: scoped per-engagement
6. Acceptance
The Services are deemed accepted when (a) Customer has completed the day-3 live test calls without rejecting the configuration in writing within forty-eight (48) hours, or (b) the receptionist has handled three (3) consecutive successful real-world inbound calls, whichever occurs first.
7. Out of scope
Unless expressly stated in the Order Form, the following are out of scope and not included in the Services:
(a) Outbound prospecting calls (cold-calling new customers on Customer's behalf)
(b) Bilingual (non-English) call handling
(c) Live-agent backup or warm-transfer to a human at Customer's office during business hours
(d) Custom hardware (desk phones, headsets)
(e) On-site training or in-person setup
(f) Compliance audits, legal reviews, or expert testimony related to TCPA, A2P 10DLC, or recording-consent matters