Dead Ringers Service Agreement

This Service Agreement ("Agreement") is entered into on the date entered below, by and between Comasters LLC, DBA Dead Ringers ("Dead Ringers"), and the Client/Business entered below ("Client"). 

1. Scope of Services: Dead Ringers agrees to provide the following services (the “Services”): 

  • Customer Experience Evaluations (Mystery Calls, Real Call Reviews, FTC Audits) 

  • Training Hours (Live Remote Training, On-Site Training, CXpertise Library) 

  • Coaching Hours (one-on-ones, leadership consultations)

The details and deliverables for these Services are outlined in a separate proposal document provided to the Client. 

2. Timeline and Service Details 

  • Customer Experience Evaluations: Delivered on a monthly basis. The quantity of calls and/or audits provided is outlined in the Client’s proposal document.

  • Training Hours: Must be utilized while the Annual Growth Plan is active. Training Hours can be combined for longer sessions or divided into shorter sessions or one-on-one sessions. The quantity of Training Hours provided is outlined in the Client’s proposal document.

  • Coaching Hours: Client may request to use any of their Coaching Hours at any point while their Annual Growth Plan is active. Coaching Hours can be divided into 30-minute consultations with a member of the Dead Ringers CXpert team. The quantity of Coaching Hours provided is outlined in the Client’s proposal document.

  • Service Renewal: Services renew automatically unless Client notifies Dead Ringers of a suspension or cancellation of Services. 

3. Payment Terms 

  • Payment is due on a monthly basis unless otherwise negotiated by the Client. 

  • Clients committing to a minimum of 12 months of service are eligible for the Committed Client discount applied in their proposal document.

  • A 2.99% fee applies to electronic payments; Committed Clients receive a discounted electronic payment fee of 1%. Electronic payment fees are waived if Client opts into paying manually via check.

  • Payments more than 30 days late will incur a 5% late fee, with an additional 5% fee applied for every 30 days thereafter. 

4. Client Obligations 

  • The Client must be communicative regarding key information such as locations, staff details, call scripting and troubleshooting. Failure to respond to inquiries or provide necessary information may affect the quality of services delivered. 

  • The Client must attend all scheduled meetings, including Coaching Hours and Training Sessions. We understand things come up and meetings/coaching hours/training sessions can be rescheduled with advance notice. In the event of a no-call, no-show, the session will not be rescheduled or refunded. If an On-Site Training is cancelled or rescheduled, the Client will be responsible for any travel costs or travel cancellation fees incurred.

5. Termination and Cancellation 

  • A 30-day notice is required to cancel services. Upon cancellation, Dead Ringers will complete any outstanding services and deliver to the client by the end of the 30-day cancellation period. 

  • If a Committed Client cancels before completing their 12-month commitment, the Client will be billed for the % discount and any waived electronic payment fees they had received under the Committed Client discount program. 

6. Confidentiality: All call recordings and data collected by the Service Provider are kept private. Only the Client and any employees they authorize will have access to this information. The Service Provider agrees to maintain the confidentiality of all data and not share it with any third parties without written consent. 

7. Liability and Indemnification: The Service Provider is not liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the Services. The Client agrees to indemnify the Service Provider against any claims arising from the use of the Services. 

8. Contract Amendments: This contract may be renegotiated if either party wishes to make changes. Any amendments must be agreed upon in writing by both parties. 

9. Governing Law: This Agreement shall be governed by the laws of the State of Ohio. 

This Agreement, along with the attached proposal, constitutes the entire agreement between the parties and supersedes all prior agreements.