Global Support Compliance and Transparency Policy

Last updated: October 2025

At OnDutyOps, we believe responsible outsourcing begins with transparency, accountability, and compliance. This policy sets out our approach to global support operations compliance, data transparency, and readiness for new U.S. and international outsourcing laws, including the proposed Keep Call Centers in America Act of 2025.

Our clients trust us to manage mission-critical support operations — from customer success and community moderation to data and back-office management. This trust depends on clear operational standards and compliance systems that protect both customer data and brand reputation.

1. Purpose and Scope

This policy applies to every operational area within OnDutyOps, including managed customer support, service operations, and back-office delivery for startups and digital brands.

Our objective is to provide SLA-backed managed support operations that remain compliant with international data laws, ethical labor standards, and any emerging offshore regulations.

Unlike traditional outsourcing or call center vendors, OnDutyOps operates as an embedded managed operations partner, focusing on measurable outcomes rather than seat-based staffing. This model inherently reduces exposure to location-specific legislation, including those aimed at restricting or limiting offshore call center activities.

By publishing this policy, we reaffirm our position as a trusted, transparent, and compliant outsourced customer support provider for global businesses.

2. Background on the Keep Call Centers in America Act of 2025

The Keep Call Centers in America Act of 2025 (Senate Bill S.2495) was introduced in July 2025 by U.S. Senator Ruben Gallego. It represents a renewed effort to increase transparency and oversight of U.S. companies that offshore call center operations to lower-cost regions.

The proposed bill requires:

Advance notification to the U.S. Department of Labor at least 120 days before relocating call-center functions overseas
Creation of a public list of companies that move voice-based customer service roles outside the United States
Mandatory agent location disclosure during live voice calls
Disclosure of AI use in customer interactions
Preference for U.S.-based service providers in federal procurement and grant programs

While the intent of the legislation is to protect American jobs and increase visibility into offshore activity, the scope of this bill remains limited to large-scale voice operations and federally funded entities.

Reference materials:

3. Why OnDutyOps Is Not a Call Center

It is important to clarify that OnDutyOps does not operate as a call center in any legal, technical, or functional sense. Our services are designed as managed support operations, focused on structured workflows, SLA adherence, and measurable service quality — not on live voice-based inbound or outbound calls.

Our teams specialize in:

Multichannel ticket management through platforms such as Zendesk, Gorgias, or Intercom
Chat, email, and helpdesk-based customer engagement
Quality assurance, reporting, and support analytics
Back-office process management and knowledge operations
Community and marketplace moderation services

These services do not fall within the U.S. government’s definition of a “call center” as used in S.2495, which explicitly refers to voice-based communication centers with 50 or more full-time phone agents or 1,500+ total call hours per week.

By operating outside this definition, OnDutyOps remains fully compliant with current and proposed U.S. legislation related to call-center outsourcing.

4. Applicability of the U.S. Call Center Act

As of October 2025, the Keep Call Centers in America Act remains a proposed bill awaiting committee action in the U.S. Senate. The legislation does not restrict private-sector companies from outsourcing customer support or managed service operations offshore.

The bill’s key applicability thresholds are:

Entity scope: U.S.-based employers with ≥50 full-time employees or equivalent weekly call hours.
Activity scope: Call centers primarily performing voice-based customer interactions.
Funding linkage: Entities benefiting from U.S. federal contracts, grants, or loan guarantees.

OnDutyOps provides support operations exclusively for private-sector clients, including startups, SaaS providers, and e-commerce brands. None of these engagements involve federal funding or contracts.

As such, OnDutyOps and its clients remain fully unaffected by the proposed act. Should any future client engage in federally funded work, OnDutyOps will offer a compliant U.S.-delivery option to satisfy those obligations.

5. Our Global Compliance and Transparency Framework

While the proposed U.S. call center bill does not directly apply to OnDutyOps, our company proactively follows global best practices to ensure data security, transparency, and operational integrity across all regions.

5.1 Location Transparency

OnDutyOps maintains complete visibility over all operational sites. Clients receive full disclosure of support locations, team structures, and hours of coverage. Our distributed teams are located in regions with stable infrastructure, strong data security laws, and high English proficiency, including the Philippines and select U.S. and APAC zones.

5.2 Data Protection and Privacy

We adhere to the strictest international standards, including the GDPR and Privacy Policy. Data is processed only for legitimate business purposes and under lawful bases. We do not sell or share customer data, and we follow a principle of least privilege for data access.

5.3 AI Augmentation and Human Oversight

OnDutyOps occasionally deploys AI-assisted tools for internal workflow optimization, quality audits, or analytics. However, all customer-facing communication is managed by trained human support specialists. We maintain transparency regarding AI use and disclose any relevant augmentation to clients in writing.

5.4 Ethical Employment Practices

Our operations model prioritizes fair pay, safe working environments, and equitable scheduling. OnDutyOps partners exclusively with vetted entities that uphold fair labor practices. We do not engage in “seat leasing,” exploitative subcontracting, or unregulated freelance staffing typical of low-cost outsourcing models.

5.5 SLA-Backed Accountability

Unlike call centers that measure volume, OnDutyOps measures performance. Each engagement includes clear SLA definitions, QA processes, and continuous improvement protocols. This approach aligns with global compliance expectations and differentiates our managed support framework from commodity outsourcing.

6. Responsible Outsourcing Commitment

OnDutyOps advocates for responsible outsourcing — the belief that global collaboration should empower workers and strengthen client operations through transparency, measurable outcomes, and accountability.

We support initiatives that promote ethical cross-border employment and oppose protectionist policies that unfairly penalize compliant, high-quality managed operations partners.

Our compliance and transparency policy underscores our position as a trusted managed support partner — one that prioritizes both client performance and operational integrity.

7. Ongoing Legislative Monitoring

Our legal and compliance teams continuously monitor regulatory updates across the United States, the European Union, and Asia-Pacific regions.
If the Keep Call Centers in America Act or any similar legislation becomes law, OnDutyOps will:

Conduct a full compliance audit across all voice-related engagements
Update client contracts and data processing agreements
Offer U.S.-based delivery routing for any affected service channels
Publish an updated version of this policy within 30 days of any legislative change

We maintain this forward-looking stance to ensure that every client engagement — whether in support, sales operations, or back-office — remains compliant, secure, and transparent.

8. Contact for Compliance Inquiries

For questions regarding global support compliance, data protection, or location transparency, please reach our compliance team directly:

📧 compliance@ondutyops.com
🌐 https://www.ondutyops.com/company/contact