Warranty Policy

Last Updated: December 6, 2024

Service Warranty

At SOFiT Hub, we stand behind the quality of our services. This Warranty Policy outlines what you can expect when you work with us.

1. What We Guarantee

Service Delivery:

We will deliver the services described in your agreement in a professional and workmanlike manner

Our AI systems will be operational 99% of the time (excluding scheduled maintenance)

You will have access to our support team during business hours (AWST)

Technical Performance:

Our conversational AI will respond to leads within the timeframes specified in your service agreement

Message delivery rates will meet industry standards (typically 95%+ for SMS)

Our systems will integrate with your CRM as outlined in your onboarding documentation

2. What We Don't Guarantee

Results and Outcomes:

We do not guarantee specific conversion rates, sales numbers, or revenue increases

Lead quality and engagement depend on factors outside our control (e.g., your offers, market conditions, lead sources)

Customer behavior and response rates may vary

Third-Party Services:

We are not responsible for downtime, errors, or issues caused by third-party platforms (e.g., CRM providers, SMS carriers, payment processors)

Integration capabilities depend on third-party API availability and functionality

3. Service Level Commitment

Response Times:

Critical issues: Response within 4 business hours

Non-critical issues: Response within 24 business hours

Feature requests: Assessed within 5 business days

System Uptime:

99% uptime guarantee (excluding scheduled maintenance)

Scheduled maintenance will be communicated at least 48 hours in advance

4. Remedy for Service Issues

If we fail to deliver services as specified in your agreement, we will:

First: Work diligently to resolve the issue at no additional cost to you

Second: If the issue cannot be resolved within a reasonable timeframe (typically 14 days), we will provide one of the following:

Service credit equivalent to the affected period

Extension of your service period

Partial refund for the affected service period (at our discretion)

5. How to Make a Warranty Claim

To make a warranty claim:

Contact us at [email protected] with a detailed description of the issue

Provide relevant documentation (e.g., screenshots, error messages, performance data)

Allow us reasonable time to investigate and resolve the issue

Claims must be made within 30 days of discovering the issue.

6. Warranty Exclusions

This warranty does not cover:

Issues caused by your misuse of the service or failure to follow our guidance

Problems resulting from modifications you made to integrations or systems

Third-party service failures beyond our control

Force majeure events (natural disasters, internet outages, government actions, etc.)

Issues arising from inaccurate or incomplete information you provided

7. Warranty Period

This warranty applies for the duration of your active service agreement with SOFiT Hub. Upon termination or cancellation, this warranty expires.

8. Consumer Law Rights

Nothing in this Warranty Policy limits your rights under the Australian Consumer Law, including your right to:

Services provided with due care and skill

Services fit for their specified purpose

Services delivered within a reasonable time

If our services fail to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.

9. Limitation of Liability

To the maximum extent permitted by law:

Our total liability under this warranty is limited to the fees you paid for the affected services in the 12 months prior to the claim

We are not liable for indirect, consequential, or special damages (including lost profits, lost data, or business interruption)

10. Contact Us

For warranty claims or questions, contact:

SOFiT Hub
Email: [email protected]
Website: sofithub.com

We're committed to your success and will work with you to resolve any service issues promptly and fairly.