This annex establishes the customer service agreements and procedures for each team in each country that joins the initiative to provide ANICAM services locally.

The agent at destination will be in charge of assigning human resources to serve, solve and execute actions for the client. The assigned person will be in charge of direct communication with customers, direct and indirect communication channels, and the content of the information provided to users. Among the actions that must be implemented to structure a customer service team (SAC) there is: