Terms of Use
Created by: Emma Johnston
Last Updated: February 09, 2024
Terms and Conditions
TERMS AND CONDITIONS
The terms of use detailed below are in addition to our main Terms of Use and Privacy Policy.
Support
SUPPORT
If you have any questions or need any support, you can chat with us by using the blue dot in the bottom left corner of the screen or by emailing us at [email protected].
For general enquiries and guidance, our AI-powered bot is on hand to answer your question or direct you to the relevant help article. If you need further assistance, you can then select the option to speak to a team member.
SUPPORT DESK
The Support Desk is open from Monday to Friday, 7:00am - 3:00pm (CST). While we aim to respond within six hours, please allow up to two business days for a resolution to your question/concern.
The Support Desk is closed on Good Friday, Easter Monday, Christmas Day, Boxing Day, and New Year's Day. Support hours are reduced between Christmas and New Year, and on UK and US national holidays. Any other changes to these hours will be added to the Information Hub footer and homepage (with at least 10 days notice).
SUPPORT CALLS
We also offer online support calls, which must be booked in advance. These calls can be booked through the link found at the top of Information Hub.
ADVANCED NOTICE
The SuperCoach CRM support desk will be operating with reduced hours from August 19 - August 23.
There will be no support calls available during this time and no project requests will be completed during this window. Project requests will still be completed within the 28 days.
Project Requests
PROJECT REQUESTS
You can submit requests through the Information Hub Request Page. We recommend submitting requests at least six weeks before your launch date. We can only complete one project request at a time. Once a project request is complete, you need to make the appropriate edits. Once complete, it is your responsibility to test that everything is functioning as expected.
Unless stated otherwise, please allow 28 days for standard project requests to be completed and 42 days for websites and custom projects. Note that the deadline for New Year/January projects is November 30.
PROJECT EDITS
Once a project is complete, you will then need to edit the funnel and emails, add the product, and, if applicable, add your Coach Catalyst program information and start date to the workflow. Finally, you will need to test the funnel.
Information on how to do these tasks can be found on the request page for that resource.
Emails
EMAIL COSTS
If your monthly average goes over your plan allowance, additional emails cost $1 per 1000 emails. You can check the number of emails send within a given time frame by going to Settings > Email Services > Email Analytics.
EMAIL ALLOWANCES
There is no daily limit on the number of emails you can send, but if you plan to send more than 15,000 per day, we will need to add a limit extension to your account.
Note that for first ten days, in order to 'warm up' your sending domain, you will be limited to 100 emails on day 1, 200 emails on day 2, etc, 900 emails on day 9 and 1000 emails on day 10.
SENDING THRESHOLDS
Our email provider has sending thresholds in place to protect your email reputation (so your emails go to your contact's inbox, not the spam folder). The bounce rate for a bulk email should be less than 3%. If you go over that threshold, your emails will be temporarily suspended for 24 hours so that you can make the necessary changes needed.
EMAIL VALIDATION
We offer the option email validation for all accounts. The system checks each email address every 90 days to check it is valid, which eliminates bounces, etc. Email validation costs $0.003 per verification (which is would be around 3335 emails per $10). To enable Email Validation, go to the Settings > Business Profile.
COMPLIANCE
It is your responsibility to ensure that your transactional and marketing emails are compliant with the regulations of the country that the contact resides in (such as CAN-SPAM, CASL, GDPR and APP). You must include an unsubscribe link at the bottom of any marketing emails and, where applicable, have gained explicit or implied consent (such as adding a appropriate checkbox to forms and surveys or using a double opt-in system).
Click here for more information about how to set up an unsubscribe link or double opt-in system. Click here for information about CAN-SPAM (US), click here for information about CASL (Canada), click here for information about GDPR (EU and UK), and click here for information about APP (Australia).
GMAIL AND YAHOO COMPLIANCE
Starting from February 2024, Gmail and Yahoo now require bulk senders to authenticate their emails, make it easy to unsubscribe and stay under a reported spam threshold.
You must have a dedicated sending domain and your outgoing email address should be from the domain as your dedicated sending domain. You must always include an unsubscribe line and your spam complaint rates must be less than 0.3% (ie, for every 1000 emails you send, you must receive less than 3 complaints).
Phone
PHONE BILLING
Our phone system works on a pay-as-you-go basis. You will be recharged automatically when your account balance hits zero (and there is no time limit to use up your balance). To view your current balance, go to Settings > Company Billing > Credits. Click on See Details to see your transaction history.
MESSAGE SEGMENTS
Messages are sent in 140 byte chunks known as message segments. For messages containing standard text (GSM encoded messages), this is the equivalent to 160 characters per segment. For messages that contain emojis (UCS2 encoded messages), this is the equivalent to 70 characters per segment.
When you send multi segment, messages need to use a data to tell the destination how to reassemble it. This takes up 6 bytes per message leaving only 67 characters for UCS2 encoded messages or 153 for GSM encoded messages.
PHONE COSTS
Phone costs vary per country. In the US and Canada, it costs $0.95 to send or receive 100 SMS message segments. It costs $0.0168 per minute to make calls and costs $ 0.0102 per minute to receive calls. SMS messages in the US and Canada are also subject to additional external fees from carriers.
In the UK, it costs $4.20 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments.
In Australia, it costs $5.15 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments.
Click here for a tool you can use to calculate how many message segments will be sent.
A2P 10DLC
For phone numbers in the US, you must complete brand and campaign registration. This is a mandatory requirement. There is a monthly campaign fee, as well as an initial fee. These vary depending on your month usage and campaign type. Click here for more information.
SENDING THRESHOLDS
Our phone provider has sending thresholds to protect your sending reputation and limit exposure. based on high opt-out rates or error delivery rates. A delivery error indicates that the phone number is no longer in service/unreachable, or use a non SMS capable device such as a landline.
If you have a high opt-out rate (more than 1%) or high delivery error (more than 8%), your SMS messaging capabilities will be suspended for 24 hours so that you can make the necessary changes needed.
NUMBER VALIDATION
We offer the option number validation for all accounts. Ensuring you are sending to a valid mobile number improves your delivery rate and decreases your error rate and risk of account restriction. Phone number validation costs $0.005 per validation and will only be triggered once per contact. To enable Number Validation, go to the Settings > Business Profile.
COMPLIANCE
It is your responsibility to ensure that your transactional and marketing emails are compliant with the regulations of the country that the contact resides in (such as CAN-SPAM, CASL, GDPR and APP). You must include an unsubscribe link at the bottom of any marketing emails and, where applicable, have gained explicit or implied consent (such as adding a appropriate checkbox to forms and surveys or using a double opt-in system).
Click here for more information about how to set up an unsubscribe link or double opt-in system. Click here for information about CAN-SPAM (US), click here for information about CASL (Canada), click here for information about GDPR (EU and UK), and click here for information about APP (Australia).
Premium AI Services
CONVERSATION AI
We offer Conversation AI to help you respond to contacts, answer their questions, and book appointments. Conversation AI costs $0.02 per response (so $10 will give you 500 responses) or $79 per month for unlimited responses. This can be accessed in Settings > Conversation AI.
CONTENT AI
We offer Content AI to help you quickly generate copy for your funnels, emails and social media posts. Content AI costs $0.15 per 1000 words generated (so $10 will give you 69445 words).
IMAGE AI
We offer Image AI so you can generate images for your funnels, emails and social media. Image AI costs $0.096 per image generated (so $10 will give you 105 images).
REVIEW AI
We offer Review AI, which costs $0.08 per response.
Premium Services
NUMBER VALIDATION
We offer the option number validation for all accounts. Ensuring you are sending to a valid mobile number improves your delivery rate and decreases your error rate and risk of account restriction. Phone number validation costs $0.005 per validation and will only be triggered once per contact. To enable Number Validation, go to the Settings > Business Profile.
EMAIL VALIDATION
We offer the option email validation for all accounts. The system checks each email address every 90 days to check it is valid, which eliminates bounces, etc. Email validation costs $0.003 per verification (which is would be around 3335 emails per $10). To enable Email Validation, go to the Settings > Business Profile.
WORKFLOW PREMIUM ACTIONS
We offer a number of premium workflow actions, including Google Sheets, custom webhooks and Slack. Premium workflow actions cost $0.015 per action (so £10 will give you about 665 actions). For comparison, Zapier actions cost a minimum of $0.025 per action (and that is only if you use the full allowance per month).
We offer Whatsapp messaging, which costs $30 per month. To start using Whatsapp, go to Settings > Whatsapp.
YEXT
We offer Online Listings by Yext. This is available to businesses in the US, Canada and UK and costs $49 per month. Click here for more information. If you would like us to add this to your account, email [email protected].
ACCOUNT CREDIT
The cost of all premium services gets deducted from your account credit. When the balance hits a certain threshold, your balance is automatically topped up by a set amount. You can view your current balance, change the threshold and auto recharge amount and see past transactions by going to Settings > Company Billing.
Payment Fees
PAYMENT FEES
We have integrations with Stripe, Paypal, Authorize.net and NMI. Payments are subject to fees charged by those providers (there is no additional fee charged by SuperCoach CRM). These fees will vary from country to country.
Click here for information about Stripe fees and click here for information about Paypal fees.
Subscriptions and Payments
MONTHLY/ANNUAL PLANS
Payments are taken on a monthly basis, starting from the date of sign up. We also offer annual plans. To view or change your plan, go to Settings > Company Billing.
Cancellations
COOLING OFF PERIOD
We offer a 7 day cooling off period for new subscriptions. During this period, you can cancel your subscription for any reason. In this instance, we will refund your unused subscription on a pro-rata basis, minus a $65 admin fee.
CANCELLATIONS
You can cancel your SuperCoach CRM at any time. If you wish to cancel your account, email [email protected] at least 14 days before your next billing date.
Join us in-person for the Coach Catalyst SuperCoach Summit being held on August 24 - 25 in Reston, VA.
CLICK HERE for more details. Use code SUPERCOACHCRM24 to get a $50 discount.
If you have any questions or need support, you can either chat with us clicking on the blue dot in the bottom right corner of the software or you can email us at [email protected]. The support desk is available Monday to Friday, 7:00am - 3:00pm (CDT).
The support desk will be operating with reduced hours from August 20 - 22 and will be closed on August 23 and August 26.