Service Delivery Policy
Last updated: 19 October 2026
We provide digital services. Nothing is shipped. This page sets out what delivery means, and when it happens.
What you receive
- Configured and tested systems inside a platform account that belongs to you
- An AI conversational agent trained on your business, connected to your website, email and calendar
- Automation workflows, message sequences and pipelines built to your requirements
- Administrative access to everything we've built
- A handover walkthrough and written documentation
- Ongoing management, monitoring and adjustment for as long as you're on a monthly plan
Timelines
Standard setup: 14 working days from receipt of the setup fee and the access and information we need.
Stage by stage:
| Stage | Time |
|---|---|
| Discovery and requirements | Days 1–2 |
| Build and configuration | Days 3–9 |
| Your testing and sign-off | Days 10–12 |
| Go-live and handover | Days 13–14 |
What can extend this
And it's usually one of these:
- WhatsApp Business API verification through Meta, where the WhatsApp add-on has been purchased — commonly 3 to 15 working days, entirely on Meta's side and outside our control
- Google Business Profile verification — can take up to 14 days, sometimes longer if postcard verification is required
- Delays in receiving information or account access from you
- Changes requested to scope after the build has started
We'll tell you as soon as we know about a delay, and what it means for your date.
Ongoing service
Monitoring: Systems are monitored continuously; we're alerted to failures automatically.
Support: by WhatsApp or email, Monday to Friday 08:00–17:00 SAST. We respond within one working day and usually much sooner.
Urgent faults — the agent is down, or messages aren't being delivered — are attended to as soon as we're aware, including outside office hours where we're able.
Monthly review: A call each month to look at what's happening and adjust.
Adjustments: Reasonable changes to messaging, workflows and agent training are included. Substantial new builds are quoted separately.
What we need from you
- Accurate, current information about your services, pricing and availability
- Access to the accounts we're integrating
- Review and sign-off before go-live
- Responses to queries within a reasonable time
If something goes wrong
Tell us.
Email hello@smartgrowthlocal.com.
We'd far rather hear about it early than find out when you cancel.