CRM & Chatbot
Support Policy
01
Overview
This page outlines how 7Labs Marketing delivers, supports, and manages CRM and AI Chatbot (Sarah AI) projects after setup is complete.
By engaging our CRM or chatbot services, you agree to the terms outlined here alongside our general Terms & Conditions.
02
What Is Included in Setup
Every CRM or Sarah AI project has a clearly defined scope, agreed upon before work begins and documented in a requirements form (FRD).
Setup includes only what is explicitly listed in your submitted requirements form.
Anything not specified — including new automations, new integrations, new workflows, or additional features — is considered out of scope and will be treated as a new request, quoted separately.
03
Post-Setup Support Window
After your project is delivered, a complimentary support window is included:
Sarah AI (Chatbot Only): 15 days from the date of delivery
Full CRM Setup: 30 days from the date of delivery
During this window, the following are covered at no additional cost:
Fixes to anything not working as specified in the original requirements
Adjustments and refinements to the delivered setup
Handover support and team guidance
The support window does not reset after updates or changes are applied.
04
What the Support Window Does NOT Cover
The included support window is limited to the original delivered scope. The following are not covered:
New automations or workflows not in the original requirements
Additional integrations or channels
Landing page work or changes
Changes to ad campaigns
Structural redesigns or re-builds
Requests arising from a change in business requirements after delivery
These will be treated as new work and quoted accordingly.
05
After the Support Window Ends
Once the support window closes, the project is considered complete. Any further work — including edits, troubleshooting, updates, or enhancements — is billed separately.
Clients have two options for ongoing support:
Monthly CRM Management An optional monthly plan where 7Labs manages your CRM system on an ongoing basis. This includes keeping automations running correctly, updating pipelines as your business changes, a monthly system health check, and a monthly results report delivered to your WhatsApp. This plan does not include new builds, new automations, or landing page work.
Ad-Hoc Hourly Support For clients who need occasional help, support is available on an hourly basis with a minimum of one hour per request. All work is quoted before it begins. No work starts without your written approval.
To enquire about either option, contact us at +92 310 2726745 or email [email protected]
06
New Requests & Scope Changes
Any request that falls outside your original delivered setup — regardless of how small — is treated as a new scope item.
This includes:
Adding a new automation or follow-up sequence
Connecting a new channel or integration
Building new pipeline stages or workflows
Any change not listed in the original requirements form
New requests are quoted in writing before any work begins. A written approval (WhatsApp message or email) is required before execution.
06
What the Support Window Does NOT Cover
The included support window is limited to the original delivered scope. The following are not covered:
New automations or workflows not in the original requirements
Additional integrations or channels
Landing page work or changes
Changes to ad campaigns
Structural redesigns or re-builds
Requests arising from a change in business requirements after delivery
These will be treated as new work and quoted accordingly.
07
Communication & Request Process
All support and change requests must be submitted through the designated WhatsApp support group or email
Requests sent through informal messages, personal numbers, or unrelated channels may not be actioned
Our team will respond to support requests within 24 hours on business days
Emergency fixes for critical system failures are prioritised and handled as quickly as possible
08
Platform Dependency
Our CRM and chatbot systems are built on third-party platforms including GoHighLevel, WhatsApp Business API, Meta, Facebook, and Instagram.
7Labs Marketing is not responsible for:
Outages, changes, or limitations imposed by these platforms
WhatsApp API policy changes affecting message delivery
Meta Business Manager issues outside our control
AI response behaviour following updates to underlying AI models
We will always work to resolve platform-related issues as quickly as possible, but cannot guarantee outcomes dependent on third-party services.
09
Monthly Software & Usage Costs
CRM and chatbot systems involve ongoing software and usage costs that are separate from 7Labs' service fees. These include:
Monthly GoHighLevel software subscription (billed to client)
AI reply credits (charged per message, billed based on actual usage)
WhatsApp message charges (varies by message type — utility, marketing, or customer-initiated)
A full cost breakdown is provided before your project begins. 7Labs does not mark up software or usage costs.
10
Client Responsibilities
To ensure your CRM system works correctly and continues to perform, the client is responsible for:
Maintaining an active GoHighLevel subscription
Ensuring Meta Business Manager and WhatsApp accounts remain in good standing
Training internal team members on how to use the system
Informing 7Labs of any changes to business processes that may affect automations
Responding promptly to requests for approvals or information
11
Project Closure
A CRM or chatbot project is considered complete when:
The system has been delivered and demonstrated
The revision window has ended, OR the client has confirmed acceptance in writing
After closure, any further work is treated as a new project or billed under the applicable support option.
12
Limitation of Liability
7Labs Marketing does not guarantee specific business outcomes, lead volumes, conversion rates, or revenue results from any CRM or chatbot setup.
We are not liable for:
Lost leads or revenue during platform outages
Outcomes resulting from client misuse of the system
Performance variations caused by AI model updates
Issues arising from inaccurate information provided during onboarding
All services are delivered on a best-effort basis with a commitment to quality.
13
Contact
For support, billing questions, or new requests:
Email: [email protected]
WhatsApp: +92 310 2726745
Website: http://7labsmarketing.com/
© 2026 7Labs Marketing. All rights reserved.