Aligning on technical scope, Section 3.8, and revised commercial structure.
How Lorikeet sits behind the interface Nicolás's team built.
Confirm the adjustment language Esther's team is looking for.
Revised pricing structure and proposed SLA framework.
Items 1–2 (SLAs Section 1.5 + closed-ticket definition) reserved for a dedicated commercial deep-dive once Konfío has reviewed the SLA structure proposed today.
29 scenarios, 7 guardrails, 13 KB articles validated. Reported April 20.
Konfío legal incorporating Lorikeet redlines on Sections 6 & 11.
Walk Sections 1.5 and 3.8; share revised pricing structure.
Konfío owns the customer-facing experience. Lorikeet powers the resolution engine over your existing API surface.
SDK embed pattern, auth handoff (JWT vs session token), and which Konfío endpoints are in-scope for Phase 1 read access.
Trigger for Phase 2: agreed quality bar on Phase 1 tickets + greenlight from Eugenio + Product on go-live.
Procurement engagement happens between Phase 1 close and Phase 2 scope freeze.
Konfío's migration from SOFOM to bank charter (or future regulatory step-up) cannot leave the service contract behind. Our position:
Specific 3.8 language Compliance wants to see — we'll redline against the CSA in parallel with NDA execution.
"Pricing is currently above what we can accommodate."
Our response: revised structure on the next slide.
Different rates for voice vs written resolutions.
Our response: Scenario A — two rates by channel.
Single blended rate dropping as committed volume increases.
Our response: Scenario B — committed volume slab.
Platform access for managing the agent, workflows, and configuration is included. No platform fee, no implementation fee, no support fee.
Two rates tied to the channel the agent resolves on. Voice carries the higher rate to reflect telephony and per-minute cost; written (chat + email) is priced lower. You only pay for resolutions — non-resolved tickets that escalate aren't billed.
| Channel | Definition | Rate (USD) |
|---|---|---|
| Voice resolution | Agent resolves the customer's intent end-to-end on a voice call. No human handoff. | $1.00 / resolution |
| Written resolution | Agent resolves the customer's intent end-to-end on chat or email. No human handoff. | $0.70 / resolution |
~10k tickets/month (120k/year). At a ~75% agent resolution rate and a ~30/70 voice/written mix, blended ACV lands at ~$72k annual (27k voice × $1 + 63k written × $0.70). Annual commit, true-up quarterly.
Rates are illustrative pending VP sign-off — structure is firm, exact rates to be confirmed in revised CSA this week.
A single blended rate per resolution across voice and written, dropping as committed volume increases. Predictable monthly burn for budget planning.
| Annual committed resolutions | Effective rate | Annual ACV |
|---|---|---|
| Up to 90,000 resolutions | $0.80 / resolution | $72,000 |
| 90,001 – 180,000 resolutions | $0.70 / resolution | $126,000 |
| 180,001 – 300,000 resolutions | $0.60 / resolution | $180,000 |
| 300,000+ | Custom | Phase 2 territory |
Resolved = end-to-end resolution as defined in the SOW closed-ticket definition, identical to Scenario A. Scenario B blends voice and written into a single rate. Tickets that escalate to a human are not metered.
Volume slabs are illustrative — final structure confirmed alongside the revised CSA. Annual commit, billed monthly.
Tiered to commitment level. The structure below is what we propose to incorporate into Section 1.5 of the SOW.
Konfío to review and return any required adjustments before the dedicated commercial session.
How we mark a ticket as resolved, assisted, or contained — and how that flows into invoicing.
Final outbound message from agent. No human reply within 72 hours. No reopen within 7 days on same intent.
Agent worked the ticket but human took over before the close criteria above. Counts at the assisted rate (Scenario A only).
Customer engaged but no system action and no human handoff (FAQ only). Free in Scenario B.
Konfío sees ticket-level metering in the dashboard. Any disputed ticket within 30 days of invoice triggers a joint review; agreed adjustments credited on the next invoice.
Lorikeet sends updated commercial reflecting the structure agreed today, with SLAs Section 1.5 embedded.
Konfío legal returns redlined NDA reflecting Sections 6 & 11 adjustments. Ryan signs (AE, Lorikeet).
Compliance team confirms exact language; we incorporate into the CSA in parallel.
Dedicated session on SLAs (1.5) and closed-ticket definition once Konfío has reviewed the SLA structure proposed today.
Phase 1 scope confirmed with Eugenio + Product. Go-live date locked.
Co-hosted investor event at Hotel CondesaDF — invitation extended to Konfío stakeholders.
Two clean items between us and kickoff. Ready when you are.