Trust · Guarantee

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: