Terms and Conditions — Value-Added Service (VAS) Provision
1. Service description, associated aspects and coverage areas
1.1. Detailed technical description of the service to be provided
ALDEAMO BOLIVIA S.R.L. provides digital messaging solutions for effective communication between companies, institutions and their end users. Its services to its CLIENTS include, but are not limited to:
- SMS messaging: sending mass and personalized text messages using the country's mobile operators' networks.
- WhatsApp Business: implementation of automated two-way communication solutions through the direct connection with Meta / WhatsApp that the company holds in its capacity as a BSP.
- Chatbots and Artificial Intelligence: development of chatbots and AI applications to automate and improve customer service.
- Push Notifications: sending real-time notifications to keep users informed.
- Communication channel integration: virtual agents with artificial intelligence that connect to different information systems and use a voice channel and various text channels (webchat, in-app chat, WhatsApp, Facebook, Instagram, among others).
The digital messaging services of ALDEAMO BOLIVIA S.R.L. use an infrastructure based on high-availability servers, connected to telecommunications operators through standardized protocols to guarantee efficient message delivery.
Associated technical aspects:
- SMS messaging: managed through SMPP (Short Message Peer-to-Peer), HTTP and REST API connections, ensuring compatibility with the various telecommunications providers.
- Email messaging: operates through SMTP servers with authentication options and TLS/SSL encryption for security in data transmission.
- Third-party integrations: we offer APIs and SDKs for integration with client systems, enabling send automation and message-delivery monitoring.
- Security and reliability: the service operates with geographic redundancy, real-time monitoring and data encryption.
ALDEAMO BOLIVIA S.R.L.'s services are subject to the availability of telecommunications networks and to the conditions established in these terms and conditions. Coverage will depend on the technical availability of the operators with which ALDEAMO BOLIVIA S.R.L. has agreements in force.
1.2. Coverage area where the service will be provided in accordance with the enabling licenses
The coverage area of the messaging services will be nationwide and will be available in the regions where the mobile telecommunications service providers with which the company maintains commercial agreements operate. Coverage may vary depending on technical, operational and regulatory availability in each country or territory where the service is offered.
2. Service request procedure
2.1. Procedure for requesting services
The client submits its request to the commercial area of ALDEAMO BOLIVIA S.R.L. The technical team will assess technical and operational feasibility according to the client's requirements. Once the request has been assessed, ALDEAMO BOLIVIA S.R.L. will send a detailed quotation with the associated costs and estimated activation times. Upon acceptance of the quotation, both parties will sign the corresponding contract. ALDEAMO BOLIVIA S.R.L. will proceed with activation of the service within a maximum of 30 business days after the contract is signed and the corresponding payment is confirmed.
2.2. Integration
THE CLIENT will use the technological services and platforms of ALDEAMO BOLIVIA S.R.L. (mainly SMS, two-way SMS, WhatsApp messages, bots, artificial intelligence bots, inbound agent platform; and others developed in the future).
Should THE CLIENT require an integration, such integration will be quoted, approved and paid for by the client. This payment may include, in addition to the initial integration cost, a monthly maintenance and update fee. Such integration may be carried out directly by ALDEAMO BOLIVIA S.R.L. or by one of its technology partners. If the integration is done with a partner or supplier, the amounts and payments are made by the client directly to ALDEAMO BOLIVIA S.R.L., after which ALDEAMO BOLIVIA S.R.L. pays the supplier.
ALDEAMO BOLIVIA S.R.L. will inform THE CLIENT by email of any price change resulting from its relationship with suppliers. That change will take effect from the date of sending, unless otherwise indicated. Should THE CLIENT not be integrated for automatic sending, the entire operation will be carried out by THE CLIENT under the self-service functionality.
The support and assistance work of ALDEAMO BOLIVIA S.R.L. for THE CLIENT, incident response times and everything related to after-sales service will be carried out in accordance with the Contract.
2.3. Temporary deactivation
THE CLIENT may request temporary suspension of the service for operational or strategic reasons.
2.4. Permanent cancellation
THE CLIENT may request permanent cancellation of the service with a minimum notice of 60 days. Any modification or cancellation request must be made in writing and sent to the customer service area.
3. Feasibility conditions and minimum technical characteristics required to use the service
- THE CLIENT must have a terminal device compatible with the network, infrastructure and technology used by the mobile telecommunications service operators authorized in Bolivia, over whose networks ALDEAMO BOLIVIA S.R.L. provides its SERVICES.
- ALDEAMO BOLIVIA S.R.L. uses the frequency bands assigned to the operators authorized by the Plurinational State of Bolivia (for example, 850 MHz, 1900 MHz, 2100 MHz, 700 MHz bands), as applicable to the operator used, in compliance with the applicable legal framework.
- At any time and upon simple request from THE CLIENT, ALDEAMO BOLIVIA S.R.L. may verify with the corresponding operator and report whether THE CLIENT's terminal device meets the conditions necessary to access the SERVICES.
- The SERVICE will be provided through means such as text messages (SMS), USSD, applications, interactive voice response (IVR) and website, using the infrastructure of the operators authorized by the Plurinational State of Bolivia.
4. Activation and timeframe for service provision
4.1. Service activation
The activation process begins after the contract is signed and the formal request is received from THE CLIENT. The technical area will carry out a feasibility analysis according to THE CLIENT's technical and operational conditions. Once feasibility is validated, the service will be configured and, where applicable, integrated with THE CLIENT's systems.
4.2. Timeframe for service provision
Once contracting is formalized and the corresponding payment is confirmed, ALDEAMO BOLIVIA S.R.L. will proceed with activation of the service within a maximum of 15 business days. Times may vary depending on the type of service contracted, verification of regulatory compliance, and infrastructure availability. ALDEAMO BOLIVIA S.R.L. will notify THE CLIENT when the service is active and ready for use.
4.3. Special conditions
Service provision is subject to the availability of local telecommunications networks and to the agreements in force with the mobile service operators. In cases of force majeure or technical failures external to ALDEAMO BOLIVIA S.R.L. (for example, operator outages), timeframes may be extended after notice to the client.
4.4. Maintenance
Scheduled maintenance may occur; it will be notified 5 business days in advance and carried out during non-business hours: 21:00–05:00 GMT-4. Emergency Windows may also occur as a result of an incident; these will be notified 3 hours in advance. All windows will be notified via email, WhatsApp or any channel. In the case of scheduled windows, the client may object to them during the business day following receipt of the notice; if no response is received, ALDEAMO BOLIVIA S.R.L. will consider that the client accepts the window.
5. Tariffs
The applicable tariffs will be established in accordance with Article 44 of Law No. 164 and Article 119 of the General Regulation to Law No. 164 approved by D.S. 1391:
- ALDEAMO BOLIVIA S.R.L. will publish its tariffs through accessible means, including its website, printed media of national or regional circulation, and broadcasting where applicable.
- Any modification to tariffs will be published sufficiently in advance of its effective application.
Non-discriminatory pricing will be guaranteed, ensuring equal conditions for all users within the same tariff category and under the same service conditions.
6. Billing, collection, payment, disconnection and reactivation
ALDEAMO BOLIVIA S.R.L. will guarantee that billing, collection and service disconnection are carried out in accordance with Ministerial Resolution No. 351 and Articles 148, 149, 155, 156, 157 and 159 of the General Regulation to Law No. 164. Every invoice will include clear information about: THE CLIENT's name and details; type of service contracted; billed period; breakdown of charges; payment deadlines; and channels enabled for payment and inquiry management.
6.1. Billing
ALDEAMO BOLIVIA S.R.L. will make THE CLIENT's invoice available in periods of thirty (30) days counted from the activation of the service, on an arrears (month-end) basis. Changes of company name, address, NIT or other data must be requested in writing at least ten (10) days before the last day of the corresponding month.
6.2. Collection
Collection will be carried out at authorized collection locations or by any other valid means, communicated via email, telephone messages or telephone line.
6.3. Payment
THE CLIENT must make payments within thirty (30) days following the payment deadline, counted from the date the invoice is made available.
6.4. Disconnection
If THE CLIENT, after thirty (30) days from the payment deadline, does not pay its invoice, it will be in default and ALDEAMO BOLIVIA S.R.L. may proceed with partial or total disconnection, after notice to THE CLIENT at least forty-eight (48) hours in advance.
6.5. Reactivation
Reactivation will be possible only after payment of the amount owed, or from the date agreed under a payment arrangement. The reactivation timeframe will be within the following twenty-four (24) business hours from when THE CLIENT pays or reaches an arrangement. No default interest or additional reactivation charges may be applied — it is free of charge.
7. Quality of service
ALDEAMO BOLIVIA S.R.L. undertakes to guarantee the quality of the service in accordance with the technical standards of the Telecommunications and Transport Regulation and Oversight Authority (ATT). It will be responsible to THE CLIENT for the correct operation of the service, except in duly proven cases of force majeure or fortuitous event, always acting with diligence to minimize impacts.
The quality-of-service parameters will include:
- Average monthly failure percentage: failure rate not exceeding 0.5% per month.
- Service availability time: minimum availability level of 99.5%, except for scheduled maintenance or failures outside ALDEAMO BOLIVIA S.R.L.'s infrastructure.
- Maximum connection wait time: no greater than 90 seconds under normal operating conditions.
- Failure incidence: real-time monitoring systems, with corrective measures within no more than 4 hours in the event of interruptions.
8. Procedure for handling inquiries, claims and emergencies and/or information and assistance services
(In accordance with Articles 54, 55, 56, 57, 58 and 59 of the Regulation of the Administrative Procedure Law for the Sectoral Regulation System approved by D.S. 27172)
8.1. Handling of inquiries, emergencies and/or information and assistance services
Information, assistance, inquiry and request services will be handled at: Calle Saavedra esq. Cochabamba, Edificio Torres Caínco, Piso 13 of. 2. Telephones: 3340898 (Santa Cruz) — 2798195 (La Paz). Service hours: 08:00 to 18:00, Monday to Friday.
8.2. Claims
8.2.1 Right to claim: THE CLIENT has the right to receive, through the Consumer Service Office (ODECO), the due handling of its claims for any deficiency in the service, including the refund of amounts unduly paid.
8.2.2 Direct claim: THE CLIENT will submit its claim, in the first instance, to ALDEAMO BOLIVIA S.R.L., in writing or verbally, free of charge, within twenty (20) days of becoming aware of the event that motivates it, for billing problems, disconnections, emergencies, legal issues or others related to the service.
Individualization: ALDEAMO BOLIVIA S.R.L. will record and individualize each claim with a sequential number, keeping a register available to CLIENTS and the competent authority.
8.2.3 Timeframe: within three (3) days of receipt in cases of service interruption or serious disruptions; within fifteen (15) days in other cases.
8.2.4 Ruling: ALDEAMO BOLIVIA S.R.L. will rule on the admissibility or inadmissibility, leaving a written record. If admissible, it will adopt the measures to refund amounts unduly charged within a maximum of twenty (20) days, communicating the resolution within the following five (5) days. The burden of proof lies with the operator.
8.2.5 Administrative claim: if ALDEAMO BOLIVIA S.R.L. declares the claim inadmissible or does not resolve it within the established timeframe, THE CLIENT may submit it to the competent Authority within fifteen (15) days, accompanied by the documentary evidence it deems appropriate.
9. Rights and obligations of THE CLIENT in relation to the service
9.1. Rights of the Aldeamo Bolivia S.R.L. CLIENT
In accordance with Article 54 of Law No. 164, THE CLIENT will have the right to: access under conditions of equality, equity, affordability and quality, on an uninterrupted basis; freely choose and change operator or provider; access clear, accurate and free information; access services free of charge in emergency cases; receive the itemized monthly invoice in a timely and understandable manner; demand respect for the privacy and inviolability of its communications; know the quality indicators; sign contracts according to the models approved by the ATT; be informed in a timely manner of changes in prices, tariffs or plans; receive the refund of amounts in its favor due to billing errors; be informed of the validity periods of offers and promotions; obtain an effective response to its requests; be informed in a timely manner of scheduled disconnections or outages; file claims with ALDEAMO BOLIVIA S.R.L. and with the competent authorities; receive protection of its personal data against unauthorized advertising; have access facilities in cases of disability or old age; demand the protection of children, adolescents and youth; receive services that do not cause harm to health or the environment; and participate in social control mechanisms.
9.2. Obligations of the Aldeamo Bolivia S.R.L. CLIENT
In accordance with Article 55 of Law 164, THE CLIENT's obligations are: to pay its invoices in accordance with the established tariffs; to be responsible for the use of the service by third parties under its supervision; not to cause damage to the facilities, networks and equipment; to comply with the ATT's instructions in cases of emergency and State security; not to cause harmful interference to authorized operations; to use the SERVICE only for the contracted purposes; not to connect terminal equipment to the network that prevents or interrupts the SERVICE, nor to carry out illegal or fraudulent diversion of communications; and to communicate in advance and in writing any change in its information.
9.2. Rights and obligations of the operator or service provider
Rights of Aldeamo Bolivia S.R.L. (Article 58 of Law No. 164): to receive timely payment for the services provided; to disconnect the service for non-payment, after notice; to receive protection against harmful interference to authorized operations.
Obligations of Aldeamo Bolivia S.R.L. (Article 59 of Law 164): to submit to the jurisdiction of the ATT; to provide the service under conditions of equality, equity, affordability and quality; to provide clear information to CLIENTS and to the ATT; to provide services free of charge in emergency cases; to deliver the itemized monthly invoice in a timely manner; to sign contracts according to the models approved by the ATT; to refund amounts in THE CLIENT's favor due to billing errors; to inform in a timely manner about the periods of offers and promotions; to handle requests and claims; to inform in a timely manner about scheduled disconnections or outages; to provide protection of personal data; to provide services that do not cause harm to health or the environment; to comply with instructions in cases of emergency and State security; and to periodically update its technology platform and service processes.
9.3. Principles for the provision of the service
- Continuity: the service must be provided permanently and without interruptions, except for scheduled maintenance notified in advance.
- Quality: compliance with the quality parameters established by the ATT, including availability, response time and security in data transmission.
- Protection and security: protection of THE CLIENT's rights, information security and data privacy.
- Timely and transparent information: clear and up-to-date information about tariffs, conditions, limitations and the claims procedure.
- Effective provision: no charge may be made for a service that has not actually been provided.
- Secrecy of communications: protection and confidentiality of the communications transmitted.
10. Changes or modifications to the telecommunications law or regulations
These terms are framed within Telecommunications Law No. 164 and its Regulations in force. Any modification affecting them will apply immediately, unless a different term is established, and will be incorporated into this document and tacitly accepted by both parties. Any change will be approved by the ATT.
11. Temporary suspension
The service may be suspended in accordance with Article 166 of the Regulation to Law 164. THE CLIENT may request temporary suspension in writing, no shorter than one (1) month nor longer than four (4) months; ALDEAMO BOLIVIA S.R.L. will have a maximum of twenty-four (24) hours to carry it out, after payment of any outstanding debts. Once the period has elapsed, or upon express request, the service will be reactivated within a maximum of one (1) day. No penalties or additional charges may be applied — the suspension service is free of charge.