# 50% Resolution Guarantee — Terms **Last updated:** May 19, 2026 **Status:** v1 — final terms subject to written counsel sign-off before commercial reliance. Richpanel offers a performance guarantee on every new paying account: if Richpanel's AI agents do not autonomously resolve **at least 50% of eligible conversations within 30 days** of the customer's go-live date, the customer may claim a full refund of the Richpanel subscription fees paid for that 30-day period. This page sets out the specific terms, eligibility criteria, exclusions, and claim process. ## 1. The commitment Within 30 calendar days of an eligible customer's go-live date, Richpanel commits that its AI agents will autonomously resolve at least **fifty percent (50%)** of the customer's eligible conversations across the channels enabled at go-live. If this threshold is not met, the customer may exercise the remedies set out in §5 below. This is a calendar-day window measured from the date Richpanel and the customer mutually confirm in writing that the customer's AI agents have been promoted to live, customer-facing operation ("Go-Live Date"). The window does not pause for weekends, holidays, or low-traffic periods. ## 2. How resolution is measured An **"autonomous resolution"** means a conversation that is closed by an AI agent without escalation to or message-level intervention by a human agent on the customer's team, and where the end customer does not re-open the same conversation within 72 hours. Resolution rate is calculated as the number of autonomously resolved _eligible conversations_ divided by the total number of eligible conversations received during the 30-day window. Both numerator and denominator are computed from Richpanel's internal analytics and made available to the customer on request. The following conversation types count as **eligible**: - Inbound conversations on channels that were enabled at Go-Live and remained enabled throughout the window. - Conversations in languages that Richpanel's AI agents were configured to handle. - Conversations covered by the SOPs and tools the customer signed off on during onboarding. ## 3. Eligibility The guarantee is available to customers that meet all of the following criteria: - The customer is on a paid Richpanel subscription (Starter, Growth, or Enterprise plan) and has paid all invoices due before the Go-Live Date. - The customer completed Richpanel's standard onboarding, including providing the business context, SOPs, tool integrations, and historical conversation data that Richpanel requested. - The customer and Richpanel mutually confirmed the Go-Live Date in writing. - The customer did not materially alter the AI agent's instructions, tools, or permissions during the 30-day window without Richpanel's prior written agreement. - The customer is a new Richpanel customer (the guarantee is one-time per organization). ## 4. Exclusions The following do not count toward the resolution-rate calculation, and a failure to resolve them does not trigger the guarantee: - Conversations on a channel the customer added after Go-Live without Richpanel's confirmation that the channel was production-ready. - Conversations in languages the AI was not configured to handle. - Conversations that fall outside the SOPs, tools, or permissions agreed to at onboarding (for example, fraud reviews, legal escalations, or regulatory disputes that the customer's policy requires a human to handle). - Conversations affected by a third-party outage (channel provider, payment processor, OMS) for the duration of the outage. - Conversations during a period when the customer's instructions explicitly directed the AI to escalate to a human. - Abuse, spam, fraud-attempt, or non-customer traffic, where Richpanel can show that the conversation was not a bona fide support request. The guarantee does not apply to: setup fees, professional-services fees, training credits, add-ons (including Richpanel Returns), or any usage charges that would have applied irrespective of resolution rate. ## 5. What the refund covers If the conditions in §1–§3 are met and the resolution rate falls below 50% during the 30-day window, the customer may elect either of the following remedies: - **Service credit** equal to the Richpanel subscription fees paid for the 30-day window, applied to the customer's next invoice; _or_ - **Refund** of the Richpanel subscription fees paid for the 30-day window, returned to the original payment method. The remedy is limited to the subscription fees for the initial 30-day window. Setup fees, professional-services fees, third-party integration costs, channel-provider fees, and add-on fees are not refundable under this guarantee. Election of a remedy under this guarantee is the customer's sole and exclusive remedy for any failure of the resolution-rate commitment. Election of the refund terminates the underlying subscription as of the date the refund is paid; election of the service credit continues the subscription. ## 6. Claim process To make a claim under this guarantee: 1. The customer must notify their Richpanel account contact in writing within **fifteen (15) business days** after the end of the 30-day window. Notices after this period will not be considered. 2. Richpanel will provide the resolution-rate calculation, the underlying conversation counts, and a breakdown of eligible vs. excluded conversations within **ten (10) business days** of receiving the claim. 3. If both parties agree the threshold was missed, Richpanel will process the elected remedy within **thirty (30) days**. 4. If there is disagreement about whether specific conversations are eligible, the parties will attempt to resolve it in good faith within **fifteen (15) business days**. Failing that, the dispute will be resolved under the dispute-resolution clause of the underlying Agreement. ## 7. Good-faith cooperation This guarantee assumes both parties operate in good faith. Specifically, the customer agrees to: respond to Richpanel's onboarding requests within reasonable timeframes; provide accurate business context, SOPs, and tool credentials; and refrain from actions that would artificially depress the resolution rate (such as routing eligible conversations away from the AI without notice). Richpanel reserves the right to deny a claim if it can demonstrate, in good faith, that the customer's actions materially caused the resolution rate to fall below 50%. ## 8. Changes to this guarantee Richpanel may amend these terms for future customers at any time. The terms in effect on a customer's Go-Live Date govern that customer's claim, regardless of subsequent amendments. Material changes will be reflected by a new "Last updated" date at the top of this page. ## 9. Contact us Claims and questions about this guarantee should go to your Richpanel account contact, with a copy to: **Customer Success** [success@richpanel.com](mailto:success@richpanel.com) **Legal** [legal@richpanel.com](mailto:legal@richpanel.com)