Customer Terms

The offer

$500 one-time setup. Then, if you choose to continue after your pilot, $497 per month. The paid monthly plan includes 250 live AI call minutes. Additional live AI usage is $0.89 per minute. Service is month-to-month, with no annual commitment. Applicable taxes and any separately agreed work are identified before you authorize payment.

What implementation includes

We set up your account and business profile, build your structured DeskPerson Playbook, configure the agreed missed-call, overflow, or after-hours routing, and test the approved call handling and office handoff. Your Playbook covers services, service area, intake, approved answers, urgency, human transfers, booking rules, and notifications. You review and approve the setup before it goes live.

Standard supported integrations are included in the founding offer. Your software provider may require an eligible subscription or API add-on; we disclose that requirement before connecting. Automatic booking, transfers, and notification channels become active only after their connection, business rules, and tests pass for your business. Custom development or work outside the agreed setup requires a separate written scope and price.

Your seven-day live pilot

The pilot starts at your agreed live activation, after setup, testing, and your approval. Signup, setup payment, and private test calls do not start it. We record the start, end, and timezone with you. The pilot includes 100 live AI minutes, separate from the paid monthly allowance, with no automatic pilot overage charge. As the allowance approaches exhaustion, we review usage with you. Any extension and its treatment must be agreed beforehand. At exhaustion, an in-progress call may finish without a surprise charge; subsequent calls use the approved fallback unless you approve an extension.

At the end, we review the actual calls, outcomes, and follow-up with you. Monthly billing begins only after your separate, explicit choice to continue at the stated monthly price and usage rate. Silence, setup payment, and taking a demo are not continuation approval.

If you decline or have not chosen to continue at the agreed pilot end, we disable DeskPerson routing and restore the agreed existing phone or backup route. Any extension must be agreed with you. The setup payment covers the implementation delivered and remains earned when you decline after the completed setup and pilot. If agreed implementation is incomplete, contact us to review the undelivered work and appropriate remedy. Nothing here removes rights or remedies that apply by law.

Usage and billing

Live AI duration is the time the voice provider records for the connected AI conversation. We aggregate eligible duration for the paid billing period, deduct the 250 included minutes, and calculate additional usage at $0.89 per minute. Fractional minutes count proportionately; the final overage charge is rounded once to cents. Pilot usage is kept separate. Browser demonstrations, internal synthetic tests, failed connections with no AI conversation, and human-only transfer time are not included in a customer’s live AI minute charge.

Usage warnings are set at 75%, 90%, and 100% of the monthly allowance. Your service order confirms billing dates and the usage-reporting process. Contact us to review a charge or usage record. A failed payment starts a retry, notice, grace, and staff follow-up process; it does not immediately disconnect the business phone. Any later pause uses the agreed fallback.

Canceling monthly service

You can cancel before your next renewal by emailing hello@deskperson.com with your business name, or using the billing portal when it is enabled for your account. Cancellation takes effect at the end of the current paid billing period; the subscription does not renew after that effective date. You can use the service through that period, subject to its agreed scope, and any valid additional usage is included in the final bill.

Tell us if you need routing stopped sooner so we can arrange a controlled return to your existing phone or fallback. Ending routing early does not by itself create a prorated credit. Any agreed credit or refund is confirmed in writing; applicable legal rights remain unchanged. Declining the pilot is separate from canceling an active monthly subscription.

What your business controls

You supply accurate business information, permitted services and areas, hours, approved answers, escalation contacts, scheduling rules, and staff follow-up arrangements. You authorize your software connections and approve the final Playbook and routing. Your existing phone and primary scheduling system remain the source of truth for their respective functions.

A booking is confirmed only after the connected system returns a verified scheduled appointment. A captured request, preferred time, or unscheduled job is not a booking. Conflicts and uncertain results require office follow-up. Appointment changes and cancellations go to the office in the first release. The public demo is separate from customer systems and cannot create a real booking.

Service limits and fallback

DeskPerson provides backup for calls your team cannot answer; it does not replace your employees, dispatch software, or field-service responsibilities. It does not diagnose trade problems, invent prices or arrival promises, guarantee a recovered job or revenue, or provide emergency dispatch. Urgent calls follow your approved instructions. People facing immediate danger should contact the appropriate emergency services.

Phone, AI, calendar, email, and messaging services can fail or be delayed. We configure and test your agreed phone fallback before activation. A failed or uncertain action stays visible and must not be presented as successful. Availability of a feature on a demonstration or another account does not activate it for your business.

Support and incident contacts

Email hello@deskperson.com for setup, account support, billing questions, cancellation, or privacy requests. Include your business name and a short description; leave out passwords, payment-card details, API keys, and unnecessary caller records. Our contact page also accepts inquiries.

Support availability, the urgent incident contact, and the fallback destination are agreed during setup and recorded with your business. Around-the-clock call answering does not imply a 24-hour staffed support desk or a guaranteed response time. For a phone-routing problem, use the agreed backup route and report it through the incident contact.

Privacy, recording, and messages

Our Privacy Policy explains website and service data handling. Recording and AI disclosure settings are configured for the business and applicable requirements. SMS requires a separately identified program, permitted purpose, consent, and required registration; supplying a callback number or buying DeskPerson is not consent to promotional texts. The SMS Program Terms describe the planned program. SMS sending is not established by publishing these terms.

Your written service order

The order records your contracting business, approved implementation, enabled connections, pilot dates and usage, monthly billing dates, support contacts, routing, and applicable data arrangements. It confirms any separately agreed scope or commercial variation before activation. No customer-specific approval, recurring payment authorization, signature, or provider readiness is created by this page. For a copy or a question, contact hello@deskperson.com.