Client Expectations

This page defines the obligations of both parties in a SYNCivate engagement. It is incorporated by reference into your executed Statement of Work. If you have questions about process, timelines, or what to expect during your build, see your Welcome Packet delivered at signing.

1. What SYNCivate  Commits To

When you sign a Statement of Work with SYNCivate , you have our commitment on the following — in writing, on every engagement.

We build to specification. Every deliverable in your SOW is built, tested, and confirmed functional before go-live. If it is in Section 2, it gets built. If it is not in Section 2, it is a change order.

We communicate on timeline. You receive written confirmation of your project commencement date, build timeline, and go-live window within 24 hours of all three kickoff conditions being satisfied.

We keep your system running. Under active MRR, SYNCivate monitors your system and repairs breaks caused by platform or model changes at no additional charge.

We honor the SYNC-Success Guarantee. If your system does not automate at least 10 hours of work in 30 days of go-live, we keep building — at no additional charge — until it does. The guarantee period begins on your confirmed go-live date. Automation hours are calculated from GHL workflow execution logs and, where applicable, RingCentral call deflection records; a workflow execution counts as automated time only where it replaces a documented manual task.

We protect your data. Your contact records, conversation history, and business data are yours. SYNCivate does not share your data with other clients or use it for purposes outside your engagement.

We close the build formally. Every project closes with a recorded Handover Call and a written System Delivery Summary. “Done” is a documented event — not a feeling.

What MRR covers. Platform and sub-account hosting, system monitoring, minor message refreshes (one per month, under 30 minutes), monthly performance snapshot, basic support (48-hour response for system issues), and AI model drift repairs. MRR does not cover new workflow builds, new channel connections, copy rewrites, strategy calls, or Version 2.0 capability requests — those are Change Orders or retainer services.

2. What We Need Before Kickoff

Your build cannot start until three conditions are satisfied — and your build quality depends on the checklist below being complete and accurate at kickoff.

Three-Trigger Commencement Rule

Your project clock does not start — and no timelines, deadlines, or guarantee periods are in effect — until all three are confirmed: (1) your SOW is fully executed via DocuSign by both parties; (2) your setup fee payment has cleared; (3) your kickoff call is completed and all required access and materials are confirmed received by SYNCivate in writing. SYNCivate confirms your project commencement date in writing within 24 hours of all three conditions being met.

Pre-Kickoff Checklist

• Admin access to all platforms being connected (CRM, phone, calendar, anything in your SOW). No access = no build for that channel.
• Onboarding questionnaire submitted within 3 business days of signing.
• A2P registration information — business legal name, EIN, website, and opt-in documentation (SYNCivate provides the form).
• Brand voice documentation — tone, approved phrases, and off-limits language.
• FAQ and knowledge base content — services, pricing, hours, service area, objections, escalation triggers. Accuracy is your responsibility.
• Kickoff call scheduled within 5 business days of signing. Attendance required.
• Designated point of contact — one person who receives updates and approves deliverables.
• Escalation protocol defined — which conversations escalate to a human, and how.

Non-Performance Clause. If required access or materials are not received, SYNCivate issues a written cure notice on business day 5 with a 10-business-day deadline. If outstanding items are not received by business day 10, your project is paused; your timeline restarts upon receipt. Delays caused by non-delivery do not entitle you to a refund, price adjustment, or extension of the guarantee period. If no response is received within 30 days of the cure notice, the project is marked abandoned and setup fees are forfeited.

3. SMS and Compliance

If your SYNCivate system includes SMS or voice automation, A2P 10DLC registration is required by federal law before any text messages can be sent. SYNCivate assists with your A2P registration as part of onboarding. Carrier approval can take 2–4 weeks and is outside SYNCivate’s control; SMS automation will not go live until registration is approved. This does not affect your billing start date.

Your A2P Obligations

• Maintain documented opt-in consent for every contact you text. You are responsible for your opt-in lists.
• Never text contacts who have not explicitly opted in. Cold texting is a TCPA violation and grounds for immediate termination without refund.
• Honor all opt-out requests immediately. Do not override the automatic STOP/HELP functionality.
• Maintain an opt-out rate below 3% across all SMS campaigns.
• Notify SYNCivate of any changes to your registered campaign use case.
• Retain your opt-in documentation. SYNCivate is not liable for claims arising from contacts in your database.
• Notify your customers when they are interacting with an AI system (California CPPA and Illinois HB 3773 require disclosure in those states).
• Ensure call recording disclosures fire at the start of every voice AI call. You are responsible for applicable state wiretapping compliance.

Required SMS disclosures included in your system: message frequency disclosure, STOP to unsubscribe, HELP for assistance, carrier message and data rates disclaimer, and a link to the Privacy Policy. Do not remove or modify these.

4. Disputes and Escalation

If you believe SYNCivate has taken an action in error, you have a documented path to raise it before the matter escalates.

• Submit a written dispute to Support@SYNCivateAI.com with subject line: Billing Dispute — [Your Business Name], within 10 business days of the action.
• SYNCivate acknowledges within 2 business days and provides a written response within 5 business days.
• If unresolved, either party may request a recorded resolution call within 5 business days. Disputes are governed by North Carolina law and may be brought in Mecklenburg County courts as specified in your SOW.

SYNCivate will not enforce a final adverse action while a timely dispute is pending. Initiating a chargeback before completing this process constitutes a waiver of the dispute process and a contract breach.

Related policies: the Refund & Cancellation Policy, Terms of Service, and Privacy Policy are incorporated by reference into every executed Statement of Work.

SYNCivate  |  13534 Plaza Rd. Extension, Ste 108, Charlotte, NC 28215  |  syncivateai.com

Effective June 15, 2026. Applies to all SYNCivate packages and engagements. Subject to change with 30-day written notice to active clients.