Service Terms

Ankora provides a dedicated operations manager, supported by AI systems and by a management layer, who takes responsibility for operational matters end to end.

The undertaking is to manage the matter: to execute, to follow up, to clear obstacles along the way, and to come back to the client when the matter is closed or when a decision by the client is required. The undertaking is not to an outcome that depends on a third party, whether an authority, a supplier, a bank or another body.

Ankora does not provide legal advice, tax advice, insurance advice or insurance marketing, investment or pension advice, property valuation, real estate brokerage, medical advice, or any other occupation that the law reserves to license holders.

In these fields Ankora carries out operations only: finding a professional, coordinating meetings, collecting documents, following the handling and closing the loop. The professional judgment remains with the professional.

Ankora does not present itself as holding authority on behalf of any public authority, and does not act in place of the client where the law requires the client's personal identification.

The client defines the scope of the authority in writing. Without such a definition, Ankora carries out only actions that do not bind the client towards a third party.

What constitutes an instruction and a written authorization. Wherever this document refers to an instruction, an approval or a written authorization, this means any text message received from the client or from a person the client has authorized, including email, WhatsApp, SMS, Slack or a message in Ankora's system, as well as a recorded and documented voice message. The client names in advance the people authorized to give instructions on its behalf, and Ankora records every instruction and authorization in the system.

A financial authorization is a choice by the client and not a default. As long as the client has not chosen it explicitly, Ankora does not carry out financial actions on the client's behalf. A client who chooses to activate the authorization defines it in writing, and Ankora carries out payments, purchase orders and collection actions within the defined scope. These are the rules:

A per-transaction ceiling and a monthly ceiling are set in advance by the client and at the client's responsibility. Exceeding them requires specific written approval.

The money is the client's and remains the client's. Ankora does not hold client funds in its accounts and does not commingle client funds.

Ankora is responsible for correct execution of the instruction, and responsibility for the financial action itself is the client's. If the client instructed a payment to a supplier, Ankora is responsible for the correct amount being paid to the correct party on time. The choice of supplier, the merit of the payment and its financial consequences are the client's responsibility. Ankora acts with care and reasonableness, and nothing in this section relieves it of liability for negligence in execution or for exceeding the authorization given to it.

Direct execution. A task Ankora performs itself. Ankora is responsible for the execution.

Supplier coordination and management. Ankora selects a supplier, coordinates, supervises and closes the loop. Ankora is responsible for a reasonable selection and reasonable supervision, not for the supplier's own performance and not for damage the supplier caused.

Referral only. Ankora presents alternatives and the client contracts directly. Ankora is not a party to that engagement.

The tier that applies to each task is recorded in the system.

Regular service hours are Sunday through Thursday, between 9:00 and 18:00, Israel time. Public holidays and days of rest under the Israeli holiday calendar are not service days.

The client may request activity outside these hours on a case by case basis. Ankora will make a reasonable effort to accommodate the request, and this is not an undertaking of availability outside service hours.

Activity approved in advance outside regular service hours is billed at double minutes: each minute of work is charged to the hour bank as two minutes.

The package is purchased in advance for each month. The invoice is issued and payment is made on the 1st of the month, for that month.

Payment is in advance for the month purchased, and not on net terms. Work begins after payment is received, unless the proposal provides otherwise.

Billing is by actual working time and not by time present. Every entry is recorded with a description of the task and is available to the client in the portal.

An unused balance rolls over to the following month as stated in the proposal. Exceeding the bank requires prior approval.

Travel time, where physical attendance is required, is billed as stated in the proposal: a fixed amount for each direction, regardless of the actual travel time.

Unless the proposal provides otherwise, the billed travel time is one hour for each direction.

External expenses are passed on to the client at cost, with no markup.

The engagement renews automatically each month unless the proposal provides otherwise.

Notice of non-renewal is given up to seven days before the end of the month.

Termination for fundamental breach is immediate, after a warning and seven days to cure.

On termination: Ankora revokes the permissions under its control within three business days, and the client receives a full export of its data and a handover of open matters. An unused hour balance rolls over for as long as the engagement is active, and expires on termination of the engagement or on a reduction of the package, with no refund and no set-off.

To provide accurate and current information. To grant the required permissions and to revoke them when needed. To respond within a reasonable time when a decision is required. A task waiting on the client is not counted against Ankora.

The client declares that it is entitled to provide Ankora with the information and the access, and in particular information about its employees and customers.

Both parties maintain confidentiality. Each member of the Ankora team has signed a personal undertaking. The obligation survives termination of the engagement.

Deliverables created specifically for the client in the course of providing the service, such as documents, spreadsheets, presentations, supplier lists and procedures written for the client, are the client's property from the moment payment for them is made.

Everything else remains Ankora's: the technology, the software, the systems and the platform, the methodology and the work scripts, the internal procedures, the prompts, the automated agents, the automations, the system configurations and the knowledge bases. This applies also to developments and improvements created or refined in the course of providing the service to the client. Nothing in this agreement grants the client any right or license in them, beyond use of the deliverables handed to the client.

During the engagement and within twelve months of its termination, the client will not directly employ a person made available to it by Ankora, other than with written consent. This section does not apply where the person applies on their own initiative to a position that was advertised publicly.

A breach of this section entitles Ankora to liquidated damages, agreed and estimated in advance, of NIS 150,000 for each person employed in breach of it, with no need to prove damage. The parties declare that this amount was set after deliberation, and that it reflects a reasonable estimate of the damage to Ankora, including the cost of sourcing, recruiting and training and the expected loss of revenue.

Ankora will act with skill and reasonable care.

Cap: Ankora's total liability will not exceed the service fees actually paid in the twelve months preceding the event.

Ankora will not be liable for indirect or consequential damage, for loss of profits or for loss of opportunity.

The cap and the limitations do not apply to wilful misconduct, to gross negligence, to breach of confidentiality, to bodily injury, or to any matter that the law does not permit to be limited.

Independent contractors. There is no employer and employee relationship between the client and the members of the Ankora team.

Israeli law. The courts of the Tel Aviv district. Before turning to a court, thirty days of good faith efforts to resolve the matter directly.