Service scope
Complete package and monthly support scope
This page describes the general support, external-cost, account, and work-scope terms for SmartBiz packages. The individual proposal and agreement define the final system scope, fees, and responsibility limits.
Monthly support
All changes, configuration, and technical work count toward the monthly hours included in the package.
| Package | Initial configuration | Monthly support | Included work |
|---|
What is included
- monitoring of the system and agreed integrations,
- small updates to approved answers, prices, and schedules,
- correction of inaccurate answers and small workflow improvements,
- checks, reports, and support included in the package.
Unused hours do not roll over unless agreed in writing. Work beyond the monthly limit is quoted separately.
Work quoted separately
A new integration, full workflow redesign, large data migration, a new product module, advanced WhatsApp Business API automation, a two-way booking-system connection, and a custom reporting dashboard are not small changes.
External-platform costs and taxes
OpenAI or another AI API, ManyChat, WhatsApp Business Platform, CRM, SMS, telephony, hosting, email, booking, calendar, and other external-service fees are not included unless the proposal expressly says otherwise. Estimated costs are presented before work begins. Applicable taxes and out-of-scope work are stated in the final commercial proposal.
Accounts, data, and security
- Business and customer data belong to the customer.
- Primary CRM, Meta, WhatsApp, and other accounts should preferably be opened in the customer’s name.
- SmartBiz access is restricted and closed according to the agreed work and termination process.
- Exports, handover materials, and custom-code rights are stated in the proposal or agreement.
Ending support
Components operating independently in customer-owned accounts may continue to work. Functions dependent on SmartBiz hosting, servers, API links, monitoring, or paid external platforms may stop when support or payment stops. The exact list and possible data export are defined in the proposal or agreement.
Support hours and SLA
Standard support is Monday–Friday, 10:00–18:00 Yerevan time. Emergency or guaranteed-response SLA applies only when agreed in writing.
Healthcare and regulated sectors
AI can answer organizational questions, help with scheduling, and hand an inquiry to a staff member. It does not diagnose, give medical advice, provide another professional conclusion, or replace a qualified professional.
This page does not replace an individual proposal or agreement. Get a free assessment.