ΣΥΜΦΩΝΙΑ ΔΙΚΑΙΟΧΡΗΣΙΑΣ

(FRANCHISE AGREEMENT)

ΠΑΡΑΡΤΗΜΑ ΣΤ (SCHEDULE F):

ΣΤ6. ΕΚΠΑΙΔΕΥΣΗ & ΥΠΟΣΤΗΡΙΞΗ

6.1 Initial Training Program (Αρχική Εκπαίδευση)

Διάρκεια: 40 ώρες (συνήθως 5 ημέρες x 8h)

Πού: instech HQ (Αθήνα) ή Online (hybrid model)

Περιλαμβάνεται στο Franchise Fee: Ναι (χωρίς επιπλέον χρέωση)

Ποιος Παρευρίσκεται: – Franchisee (υποχρεωτικό) – Manager/Key Staff (συνιστάται, έως 2 άτομα χωρίς χρέωση, επιπλέον €100/άτομο)

Πρόγραμμα Εκπαίδευσης:

Module 1: instech Business Model & Operations (8 ώρες)

• Ιστορία & αξίες instech
• Franchise system overview
• Revenue model & economics
• Operations manual walkthrough
• Best practices από successful franchisees

Module 2: Sales & Customer Acquisition (8 ώρες)

• Target market (insurance agents) analysis
• Sales playbook & scripts
• Lead generation strategies
• Sales funnel optimization
• CRM usage & pipeline management

Module 3: Technology & Platform (8 ώρες)

• instech SaaS platform training
• Customer onboarding process
• Template customization
• Support ticket system
• Dashboard & reporting

Module 4: Marketing & Branding (8 ώρες)

• Brand guidelines (dos & don’ts)
• Marketing materials usage
• Local marketing strategies
• Social media & content marketing
• Co-op advertising programs

Module 5: Operations & Compliance (8 ώρες)

• Day-to-day operations
• Financial management & reporting
• GDPR & legal compliance
• Quality control standards
• Customer service excellence

Certification:
Μετά την ολοκλήρωση, ο franchisee λαμβάνει instech Franchise Certification.

Travel & Accommodation:
– Travel: Έξοδα franchisee – Accommodation: instech μπορεί να βοηθήσει με κρατήσεις (preferred rates), αλλά έξοδα franchisee

6.2 Ongoing Training & Development

Continuous Learning:

1. Monthly Webinars (Μηνιαία):
   • New features & updates
   • Marketing best practices
   • Franchisee success stories
   • Q&A sessions
2. Quarterly Workshops (Τριμηνιαία):
   • Advanced training topics
   • Guest speakers (industry experts)
   • Networking με άλλους franchisees
3. Annual Conference (Ετήσιο):
   • 2-day event (όλοι οι franchisees)
   • Keynote speeches, breakout sessions
   • Awards & recognition
   • Strategic planning
4. Online Learning Portal:
   • Video library (on-demand training)
   • Updated documentation
   • Case studies & playbooks

Re-Certification:
Κάθε 3 έτη, franchisee πρέπει να ολοκληρώσει re-certification course (8 ώρες online) για να διασφαλιστεί ότι είναι up-to-date.

6.3 Franchise Support Structure

Dedicated Support Team:

Franchise Manager (Assigned to each franchisee)

• Primary point of contact
• Monthly check-in calls (1 ώρα)
• Quarterly business reviews (on-site ή Zoom)
• Performance coaching
• Escalation για issues

Technical Support Team

• 24/7 platform support
• Email: support@instech.shop
• Response times: P1 (2h), P2 (6h), P3 (24h)

Marketing Support Team

• Campaign review & approval (48h turnaround)
• Creative assets & templates
• Local marketing consultation
• Co-op advertising coordination

Operations Support Team

• Compliance guidance
• Best practices sharing
• Process optimization
• Quality audits

Communication Channels:

1. Franchise Portal (Online):
   • Dashboard για performance metrics
   • Document library (manuals, templates)
   • Ticket system
   • Announcements & updates
2. Franchisee Advisory Council (FAC):
   • Elected representatives (1 per 10 franchisees)
   • Quarterly meetings με instech leadership
   • Input σε strategic decisions (product, marketing)
   • Voice για franchise community
3. Private Facebook Group:
   • Peer-to-peer support
   • Informal networking
   • Tips & tricks sharing
4. Annual Survey:
   • Franchisee satisfaction survey
   • Feedback για improvements
   • Anonymous (αν επιθυμούν)

6.4 Grand Opening Support (Υποστήριξη Εναρκτήριας Εκδήλωσης)

Πριν το Launch:

Week 1-2 (Pre-Launch): – Launch plan creation (με franchise manager) – Marketing materials preparation – Local PR outreach (press releases) – Social media teasers

Week 3 (Soft Launch): – Invite-only event (beta customers) – Feedback gathering – Final tweaks

Week 4 (Grand Opening): – Official launch event – instech representative παρών (franchise manager ή regional director) – Marketing campaign activation – Special promotions

Post-Launch (First 90 Days): – Weekly check-ins (franchise manager) – Sales coaching – Adjustments βάσει feedback – Performance tracking

Grand Opening Marketing Package (Included): – Press release template – Social media graphics – Email campaign templates – Landing page setup – €500 Google Ads credit (co-op)

ΣΤ7. BRANDING & MARKETING

7.1 Brand Usage Guidelines

instech Brand Assets:

Ο Franchisee έχει δικαίωμα χρήσης: – instech logo (primary & secondary versions) – Tagline (αν υπάρχει) – Brand colors (hex codes στο Brand Guidelines document) – Typography (approved fonts) – Imagery (photo library)

Mandatory Branding: – Όλα τα marketing materials πρέπει να φέρουν instech logo (prominently) – Consistent color scheme & typography – “Authorized instech Franchise” designation

Απαγορευμένες Τροποποιήσεις: – ❌ Αλλαγή logo (χρώμα, σχήμα, αναλογίες) – ❌ Δημιουργία δικού σου tagline – ❌ Χρήση μη-εγκεκριμένων fonts ή colors – ❌ Παραπλανητικές διαφημίσεις

Brand Guidelines Document:
Franchisee λαμβάνει 80-page brand manual που περιλαμβάνει: – Logo usage rules – Color palettes – Typography guidelines – Photography style – Tone of voice – Examples (good vs bad)

7.2 Marketing Fund & National Campaigns

Marketing Fund (2.5% επί revenue):

Πώς Χρησιμοποιείται:

National Campaigns:

instech runs 2-3 major campaigns per year που ωφελούν όλους τους franchisees:

Παράδειγμα Campaign: – Theme: “Digital Transformation για Ασφαλιστικούς Πράκτορες” – Channels: Google Ads, Facebook, LinkedIn, YouTube – Assets: Landing pages, webinar series, lead magnets – Results: Leads διανέμονται στους franchisees βάσει territory

Διαφάνεια: – Τριμηνιαίες αναφορές δαπανών (sent σε όλους franchisees) – ROI metrics (leads generated, conversions) – Franchise Advisory Council approval για μεγάλες καμπάνιες

7.3 Local Marketing (Franchisee Responsibility)

Minimum Local Marketing Spend:
Ο Franchisee συνιστάται (όχι mandatory) να δαπανά 3-5% επί revenue σε τοπικό marketing.

Ελάχιστο: €500/μήνα (ειδικά πρώτα 12 μήνες)

Approved Local Marketing Tactics:

1. Google Ads (Local):
   • Geo-targeted ads (στο franchise territory)
   • Franchise-specific landing pages
   • instech παρέχει templates
2. Social Media:
   • Facebook/Instagram business pages (franchise-specific)
   • LinkedIn company page
   • Content calendar templates (provided by instech)
3. Email Marketing:
   • Local email lists (franchisee-built)
   • instech email templates (branded)
   • Campaign automation
4. Events & Networking:
   • Local industry events
   • Chamber of Commerce memberships
   • Sponsorships (sports teams, community events)
5. Partnerships:
   • Collaboration με τοπικούς ασφαλιστικούς συνδέσμους
   • Referral partnerships με accountants, lawyers

Approval Process:

No Approval Needed: – Χρήση pre-approved templates (από instech) – Standard social media posts – Email campaigns με instech templates

Approval Required (48h turnaround): – Custom creative materials (νέα designs, videos) – PR (press releases, media interviews) – Partnerships & sponsorships (if using instech brand prominently) – Promotional pricing (discounts >20%)

Forbidden Marketing: – ❌ Negative advertising (εναντίον ανταγωνιστών) – ❌ Misleading claims (π.χ. “guaranteed results”) – ❌ Spam (unsolicited emails/SMS) – ❌ IP violations (χρήση copyrighted content χωρίς άδεια)

7.4 Co-op Advertising Program

Σκοπός:
instech συμμετέχει στο κόστος local marketing campaigns που έχουν στρατηγική αξία.

Matching Contribution: – instech covers 50% του κόστους (up to €2.000 per campaign) – Franchisee covers 50%

Eligible Campaigns: – Local event sponsorships (π.χ. insurance conferences) – Radio/TV ads (αν market size appropriate) – Print ads (industry publications) – Outdoor advertising (billboards, όχι συνήθως)

Application Process: 1. Franchisee submits proposal (30 ημέρες πριν campaign) 2. instech reviews (10 ημέρες) 3. Αν εγκριθεί → Franchisee προχωρά 4. Μετά campaign → Franchisee submits expense receipts 5. instech reimburses 50% (εντός 30 ημερών)

Limits: – Max 2 co-op campaigns per franchisee per year – Max instech contribution: €4.000/έτος per franchisee

7.5 Digital Assets & Tools

Provided by instech:

1. Website:
   • Franchise sub-domain: [franchise-name].instech.gr
   • Template-based (customizable colors, images, content)
   • Hosting included
2. Social Media Graphics:
   • Canva templates (editable)
   • Monthly content calendar
   • Stock photo library access
3. Email Templates:
   • Welcome emails, newsletters, promotional
   • Integrated με instech email platform (Mailchimp/HubSpot)
4. Sales Materials:
   • Presentations, brochures, case studies
   • Print-ready PDFs
5. Video Content:
   • Product explainer videos
   • Customer testimonials
   • How-to tutorials

Franchisee Responsibilities: – Maintain social media accounts (regular posting) – Respond to customer inquiries (within 24h) – Update website content (local info, testimonials) – Build email lists (GDPR-compliant)

ΣΤ8. ΛΕΙΤΟΥΡΓΙΚΑ STANDARDS & QUALITY CONTROL

8.1 Operations Manual (Εγχειρίδιο Λειτουργίας)

instech Operations Manual:

Κάθε franchisee λαμβάνει αντίγραφο του Operations Manual (~200 σελίδες) που περιλαμβάνει:

Περιεχόμενα Manual:

1. Daily Operations:
   • Opening/closing procedures
   • Customer onboarding workflow
   • Support ticket handling
   • Quality checks
2. Sales Processes:
   • Lead qualification
   • Sales scripts & presentations
   • Proposal creation
   • Contract signing
   • Payment collection
3. Customer Success:
   • Onboarding timeline (30-60-90 days)
   • Training delivery
   • Regular check-ins
   • Renewal process
   • Upsell/cross-sell opportunities
4. Technology Usage:
   • Platform administration
   • Troubleshooting common issues
   • Backup procedures
   • Security protocols
5. Financial Management:
   • Invoicing & billing
   • Expense tracking
   • Royalty calculations
   • Monthly reporting
6. HR & Staffing:
   • Hiring guidelines
   • Job descriptions
   • Training protocols
   • Performance reviews
7. Compliance:
   • GDPR procedures
   • Legal requirements
   • Insurance policies
   • Record keeping

Υποχρεωτική Τήρηση:
Ο Franchisee πρέπει να ακολουθεί το Operations Manual. Отклонения (deviations) απαιτούν γραπτή έγκριση από instech.

Updates:
instech ενημερώνει το Manual περιοδικά. Franchisee λαμβάνει νέες εκδόσεις (digital) και πρέπει να τις υιοθετήσει εντός 30 ημερών.

8.2 Quality Standards (Πρότυπα Ποιότητας)

Customer Service Standards:

Platform Performance: – Uptime: >99% (monitored by instech) – Page load times: <3 seconds – Error rates: <1%

Onboarding Quality: – 100% πελατών λαμβάνουν onboarding call (εντός 7 ημερών) – 90%+ completion rate για initial setup – Follow-up checks: 30, 60, 90 ημέρες

Content Quality: – Όλα τα marketing materials ελεγμένα για spelling/grammar – Professional imagery (no low-quality stock photos) – Brand consistency

8.3 Quality Audits (Έλεγχοι Ποιότητας)

Τύποι Audits:

1. Scheduled Audits (Προγραμματισμένοι):

• Συχνότητα: 1×/έτος (minimum)
• Προειδοποίηση: 30 ημέρες notice
• Διάρκεια: 1-2 ημέρες on-site
• Εξέταση:
  • Operations compliance
  • Customer interactions (mystery shopping)
  • Office/workspace inspection
  • Financial records review
  • Staff interviews

2. Surprise Audits (Αιφνιδιαστικοί):

• Συχνότητα: Σπάνια (μόνο αν υπάρχει reasonable suspicion)
• Λόγοι: Customer complaints, brand violations, financial irregularities

3. Remote Audits (Απομακρυσμένοι):

• Συχνότητα: Τριμηνιαία
• Μέθοδος: Dashboard review, customer surveys, data analysis
• Χαμηλό κόστος: Χωρίς on-site visit

Audit Report:
Μετά κάθε audit, instech παρέχει γραπτή αναφορά με: – Strengths (τι πάει καλά) – Areas for improvement – Action items (με deadlines) – Overall rating (1-5 stars)

Corrective Actions:

Αν audit αποκαλύπτει προβλήματα:

Minor Issues: – Γραπτή προειδοποίηση – Action plan (30-60 ημέρες correction) – Follow-up audit

Major Issues: – Formal warning – Immediate action plan (7-14 ημέρες) – On-site support (αν χρειάζεται) – Penalty: Αναστολή marketing fund support

Critical Issues (Breach): – Immediate corrective action απαιτείται – Franchise μπορεί να αναστέλλεται (temporarily) – Αν δεν διορθωθεί → Τερματισμός

8.4 Customer Complaint Resolution

Διαδικασία:

1. Franchisee Level (First):
   • Ο Franchisee χειρίζεται όλα τα customer complaints πρώτα
   • Documentation (ticket system)
   • Resolution εντός 7 ημερών
2. Escalation (instech):
   • Αν πελάτης δεν είναι ικανοποιημένος → Μπορεί να κλιμακώσει στην instech
   • instech franchise manager investigates
   • Mediation μεταξύ franchisee & customer
3. instech Direct Intervention:
   • Αν serious brand damage ή legal issue
   • instech μπορεί να παρέμβει απευθείας
   • Κόστος intervention χρεώνεται στον franchisee (αν φταίει)

Customer Satisfaction Tracking:

Όλοι οι franchisees χρησιμοποιούν ενιαίο CSAT system (μετά κάθε interaction): – Πελάτης λαμβάνει automated survey – Rating 1-5 stars – Σχόλια (optional) – instech παρακολουθεί aggregate scores

Benchmark:
Franchisees με CSAT <80% για 2 τρίμηνα → Performance improvement plan

ΣΤ9. ΤΕΧΝΟΛΟΓΙΑ & ΣΥΣΤΗΜΑΤΑ

9.1 instech Technology Stack

Τι Παρέχει η instech:

Core Platform:

• SaaS Application: Multi-tenant instech platform
• White-Label Configuration: Franchise-specific branding
• Hosting & Infrastructure: AWS/Azure (99.5% SLA)
• Security: SSL, data encryption, firewall
• Backups: Daily (retained 30 days)

Business Tools:

• CRM: Customer relationship management (HubSpot ή custom)
• Marketing Automation: Email, SMS campaigns
• Billing System: Invoicing, payment processing (Stripe integration)
• Support Ticketing: Customer support system
• Analytics Dashboard: Real-time metrics

Templates & Assets:

• Demo Templates: 50+ industry-specific templates
• Content Library: Articles, videos, webinars
• Sales Materials: Presentations, proposals, contracts

9.2 Technology Requirements για Franchisee

Hardware: – Minimum: 1 laptop/desktop per staff member – Recommended: 2 monitors (productivity boost) – Printer/Scanner: For contracts & documentation – Reliable Internet: 50+ Mbps (για smooth platform access)

Software: – Browser: Modern browser (Chrome, Firefox, Edge) – Office Suite: Google Workspace ή Microsoft 365 – Communication: Zoom ή Teams (for customer meetings)

Franchisee Dashboard:

Κάθε franchisee έχει πρόσβαση σε centralized dashboard που δείχνει: – Active customers & MRR – Sales pipeline & conversions – Royalty calculations – Support tickets – Marketing performance – Training resources

9.3 Data Ownership & Privacy

Customer Data:

• Ownership: Franchisee είναι Data Controller (GDPR)
• Access: instech έχει πρόσβαση ως Data Processor (για technical support)
• Portability: Franchisee μπορεί να εξάγει data ανά πάσα στιγμή (CSV, JSON)
• Retention: Μετά termination, data retained 90 ημέρες (μετά διαγράφεται)

DPA (Data Processing Agreement):
Franchisee υπογράφει DPA με instech (GDPR Άρθρο 28).

Security Protocols: – 2FA (Two-Factor Authentication) υποχρεωτικό – Password policies (min 12 characters) – Access control (role-based permissions) – Incident response plan (breach notification <24h)

9.4 System Updates & Maintenance

Platform Updates:

Scheduled Maintenance Windows: – 1ο Σάββατο μήνα, 02:00-05:00 EET – Franchisees ειδοποιούν customers (email template provided)

Breaking Changes: – 90 ημέρες notice για major breaking changes – Migration support (documentation, webinars)

Μέρος Γ’