Guarantees and SLA
What we actually guarantee (and what we do not). No “marketing” promises — only what is fixed in the contract and what we are ready to sign for.
Legally fixed guarantees
All 6 points are in the standard contract. You can download it before signing and show it to your lawyers.
Fixed price in tenge
The cost of work is fixed in the contract in KZT. Exchange-rate swings and inflation have no effect — you pay exactly what was agreed.
Deadlines in the contract
Each stage has a delivery point and a maximum deadline. A delay on our side means a penalty of 0.1% of the stage cost per day.
Contract and NDA
We sign an NDA before work begins. All obligations are legally fixed. No verbal “grey-area arrangements”.
30 days of free fixes
After project handover, any minor fixes and bugs for 30 days come at no charge. This is not a “we’ll fix it if you find it” guarantee — it is part of the project.
Your data is yours
All settings, the code of custom development, and documentation are handed over to you. You can switch to another contractor — we will pass on everything you need.
Right to exit without penalty
If you want to terminate the contract midway, you pay for the work actually completed and we hand over everything we have done. No exit penalties whatsoever.
Ongoing support and obligations
Response time and scope of work are fixed in the contract. SLA breaches mean penalties (also in the contract).
Ongoing support
from month 3 after implementation starts
Included:
- ✓1-hour response during business hours
- ✓consultations and minor fixes
- ✓funnel and BP improvements as your business changes
- ✓training of new employees
- ✓help with Wazzup and telephony
Not included:
- —support outside business hours
- —Bitrix24 and Wazzup licenses — paid separately
Honestly — what is beyond our control
We do not deceive with “100% money back” or “guaranteed 50% growth”. Below is the real area of our responsibility.
Refunds for services already rendered
CRM implementation is a service that cannot be “returned”. If something is not right at the demo stage, we rework it before launch. After launch — a 30-day fix guarantee.
Specific business results
We configure the tool. How much you earn depends on your product, team and market. Only a naive or dishonest contractor would guarantee “+50% in sales”.
Operation of Bitrix24 and Wazzup
These are vendor services — we do not control them. If Bitrix24 has an outage, we help with monitoring and communicating with the vendor’s support, but we are not responsible for their downtime.
The client’s internet speed
Cloud CRMs require stable internet. If you have connectivity problems, we help with diagnostics, but we are not responsible for the quality of your channels.
Ready to sign the contract?
We will send a standard contract and SLA on request — review it, discuss it with your lawyer. If there are no questions, we will schedule a meeting to sign.