Service Delivery Policy

1. What you receive

• A private Sracom workspace at your own address, <name>.sracomcrm.com, isolated from every other business.
• An administrator account, plus the user seats included in your plan, with the roles your plan lets you add.
• Access to the modules in your plan: the core order workflow (order intake, order confirmation, delivery and carrier tracking, follow-up), inventory, cash flow and the media buying essentials on every plan; barcode scanning for returns, full media buying, WhatsApp orders and commercial from Growth; product research and video editing on Scale — as listed on the Pricing page.
• Product updates and fixes released during your subscription, at no extra cost.
• Support by email and WhatsApp.

2. When it is delivered

• Workspace opening: automatic, as soon as checkout completes.
• Sign-in: you choose your administrator password when you sign up, and the welcome e-mail sent to the address on your account carries your workspace sign-in address.
• 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 your workspace does not open after checkout, or the welcome e-mail with your sign-in address has not arrived, check your spam folder, then contact us at contact@sracomconnect.com or on WhatsApp at +212 680 821 282. We will resend it or fix the problem the same business day. If we cannot deliver access at all, you are entitled to a full refund of any payment taken — 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).

SRACOM CONNECT LLC, 5830 E 2nd St, Ste 7000 #13418, Casper, WY 82609, USA.