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Service Delivery Policy

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Sracom is a software service delivered over the internet. This policy explains what you receive after payment, how quickly, and what to do if you do not receive it. It stands in place of a shipping policy: there is no physical product, nothing is dispatched, and no shipping or handling charges ever apply.

1. What you receive

  • A private Sracom workspace at app.sracomconnect.com, isolated from every other business.
  • An administrator account, plus the user seats included in your plan, with the roles you choose.
  • Access to the modules in your plan: order intake, call-centre confirmation, delivery and carrier tracking, inventory, media buying and profit reporting, invoicing and team management.
  • Product updates and fixes released during your subscription, at no extra cost.
  • Support by email and WhatsApp.

2. When it is delivered

  • Account provisioning: within one (1) business day of your first payment being confirmed — usually the same day.
  • Delivery method: an email to the address on your account with your workspace URL, your administrator credentials and first-login instructions.
  • Guided onboarding (workspace configuration, carriers, users, roles): scheduled with you and normally completed within five (5) business days of provisioning.
  • Data import from your existing spreadsheets or store: agreed in your quote; timing depends on the volume and quality of the files you provide.

3. What we need from you

To deliver on time we need a valid email address, a reachable phone number, and — for onboarding — your carrier details, your product and stock list, and the names and roles of the users you want created. Delays in providing these shift the onboarding timeline accordingly.

4. If you do not receive access

If you have paid and have not received your credentials within one business day, check your spam folder, then contact us at contact@sracomconnect.com or on WhatsApp at +212 680 821 282. We will resend them or fix the problem the same business day. If we cannot deliver access at all, you are entitled to a full refund of the payment — see the Refund & Cancellation Policy.

5. Where the Service is available

Sracom is available worldwide over the internet and is built for Moroccan cash-on-delivery operations in particular: French and English interfaces, dirham amounts, VAT and ICE invoicing, and local carrier integrations. You need a modern browser and a working internet connection. We do not currently sell to countries subject to comprehensive international sanctions.

6. Support

  • Channels: contact@sracomconnect.com and WhatsApp +212 680 821 282.
  • Hours: Monday to Saturday, 09:00–18:00 (Africa/Casablanca), excluding public holidays.
  • First response: within one business day. Issues that block your operation are treated as priority and worked on continuously until resolved.
  • Support covers use of the Service, configuration and defects. It does not cover your own hardware, internet connection or third-party accounts.

7. Availability and maintenance

We aim to keep the Service available around the clock and monitor it continuously. Planned maintenance is scheduled outside business hours where possible and announced in advance when it may cause interruption. We do not guarantee uninterrupted availability unless a specific service level is agreed in writing in your quote.

8. Ending the service

Your access continues until the end of the period you have paid for. After it ends, you may request an export of your business data for 30 days. See the Refund & Cancellation Policy for how to cancel.

9. Contact

Delivery and support: contact@sracomconnect.com · +212 680 821 282 (phone / WhatsApp).

SRACOMCONNECT LLC, 5830 E 2nd St, Ste 7000, Casper, WY 82609, USA.