Service Delivery Policy

Effective date: 10 October 2026

This Service Delivery Policy explains how Fairchance for CRM (“Fairchance”, “we”, “us” or “our”) delivers software-related services to customers. It applies to services purchased directly from Fairchance unless a signed proposal, statement of work, service agreement or other written contract specifies different terms

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1. Services Covered

Fairchance provides business software and technology services, which may include Zoho subscriptions and related assistance, CRM and business application implementation, configuration, customization, integrations, data migration, software development, training, and support or maintenance.

The exact services, deliverables, fees, assumptions, exclusions and acceptance criteria for a customer engagement will be described in the relevant quotation, proposal, statement of work, order confirmation or signed agreement.

2. Order Confirmation and Commencement

Work normally begins after the customer has accepted the relevant proposal or agreement and completed any required advance, retainer or initial payment. Fairchance may also require essential access credentials, system permissions, data, nominated contacts and written confirmation of project scope before scheduling work.

A payment alone does not expand the agreed scope of services. Any additional work must be agreed in writing and may require a revised quotation, timeline or change request.

3. Delivery Method

Services are generally delivered remotely through online meetings, email, telephone, approved collaboration platforms and secure digital access. On-site work is provided only where specifically agreed in writing, and travel or other associated expenses may be chargeable if agreed beforehand.

Digital deliverables may be provided by email, shared workspace, cloud platform, source-code repository, customer system or another delivery method agreed by the parties. Physical shipping is not normally applicable to Fairchance’s digital services.

4. Timelines and Scheduling

Any delivery date or implementation schedule is an estimate unless the relevant written agreement expressly identifies it as a binding deadline. Timelines depend on project scope, resource availability, timely customer decisions, access to systems, data quality, third-party services and completion of agreed dependencies.

If a dependency, approval, payment or required information is delayed, Fairchance may reasonably adjust milestones and delivery dates. We will make reasonable efforts to notify the customer of material delays and their expected impact.

5. Customer Responsibilities

  • Provide accurate requirements, business rules, sample data and timely feedback.
  • Appoint an authorized point of contact who can coordinate decisions and approvals.
  • Provide lawful access to relevant systems, accounts, APIs, data and environments, and maintain appropriate licenses and permissions.
  • Review deliverables and report issues within the review period agreed in the proposal or project plan.
  • Maintain suitable backups of customer data and ensure that the customer has the rights and permissions needed to provide data to Fairchance

6. Scope, Changes and Acceptance

Fairchance will deliver the work described in the agreed scope. New features, additional integrations, revised workflows, material changes to approved requirements or work arising from incomplete or inaccurate initial information may be treated as a change request and may affect fees and timelines.

Where a review or acceptance period is specified in the project documents, the customer should provide consolidated written feedback within that period. Fairchance will assess reported issues against the agreed requirements and correct confirmed implementation defects within the agreed scope. Clarifications, new requirements and enhancements may require separate approval and charges

7. Software Subscriptions and Third-Party Services

Subscriptions, hosting, messaging services, payment gateways, APIs and other third-party products may be subject to the provider’s own terms, availability, pricing, usage limits and renewal rules. Unless expressly stated otherwise, Fairchance does not control third-party systems and cannot guarantee uninterrupted operation, continued availability of a provider feature or changes made by that provider.

Subscription activation and provisioning times depend on the relevant vendor and on the accuracy of the information supplied by the customer. The customer is responsible for selecting suitable plans and maintaining licenses and renewals unless the written agreement states otherwise.

8. Support and Maintenance

Support and maintenance cover only the services, systems, hours, response targets and period expressly included in the applicable support agreement or service plan. Support does not automatically include new development, new features, major redesigns, third-party charges, data recovery or work caused by unauthorized changes unless expressly included.

Response targets, where offered, are targets for initial response and are not guarantees of resolution time unless the signed agreement specifically says otherwise.

9. Customer Data and Security

Fairchance will handle customer information in accordance with its Privacy Policy and the applicable service agreement. Customers should not provide passwords or sensitive data through insecure channels and should use the access method recommended for the project.

Where call recordings or other files can be stored on Fairchance-managed infrastructure or on customer-controlled storage, the selected storage arrangement and each party’s responsibilities should be confirmed in writing. Customers remain responsible for obtaining any notices, permissions or consents required for recording and processing their own users’ or customers’ information.

10. Fees, Suspension and Termination

Fees, payment milestones, taxes, recurring charges and any expenses will be set out in the applicable quotation or agreement. Fairchance may pause scheduled work or access to non-essential services where an undisputed amount remains overdue, subject to the applicable agreement and law.

Cancellation, termination, handover and any resulting refund or outstanding payment will be handled under the signed agreement and Fairchance’s Refund & Cancellation Policy. The customer remains responsible for approved work performed and non-cancellable third-party costs, to the extent permitted by the applicable agreement and law.

11. Contact

For questions about service delivery, contact sales@fairchanceforcrm.com or write to Fairchance for CRM, No. 25, 3rd Floor, Madina Tower, Muslim Town Morr, Lahore, Pakistan.

Important: This policy is intended as a general website policy and does not replace a signed service agreement, statement of work or project-specific terms. Customers should review those documents for the terms applicable to their engagement.