> For the complete documentation index, see [llms.txt](https://help.zaapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.zaapi.com/zaapi-service-standards.md).

# Zaapi Service Standards

### Service Guide & How We Work Together

*Please read before subscribing. This guide explains how we work together, so we can serve you better.*

> ℹ️ Our AI Agent replies instantly, 24/7, as the first line of support. A member of our team then follows up according to the response guideline below.

### 1. Within scope & outside scope

#### Before you subscribe

**Within scope**

* Answering your questions via chat, and calling you back if you leave your number (per the guideline below — AI replies first, and our team follows up within about 1 business day).
* Advising on the plan that best fits your operation.
* Advising on setup — the flows and configuration that suit your operation.

**Outside scope**

* Inbound phone calls — we work through chat, scheduled call-backs, and demos.
* Building your automations or AI knowledge base for you — this is available as a paid service ([zaapi.com/ai-services](http://zaapi.com/ai-services)).

#### After you subscribe

**Within scope**

* Answering your questions via chat (AI first, our team per the guideline).
* Receiving your bug reports and escalating them to our developers.
* Passing your feature requests to the product team to consider.
* Advising on any new feature we launch.

**Outside scope**

* Fixing bugs directly — our team relays your report to the developers and shares the fix back with you. Fix timelines are set by the development team.
* Sharing our full product roadmap in advance — we're not always able to confirm what we'll build, or when.

### 2. Response times

These are the times we **aim** for a member of our team to reply — a general guideline rather than a guarantee. Our AI answers instantly as the first line.

| Priority                                 | When it applies                                                                                          | We aim to respond within              |
| ---------------------------------------- | -------------------------------------------------------------------------------------------------------- | ------------------------------------- |
| **P0 — Can't operate**                   | Inbox down, or your main channel is disconnected                                                         | **4 business hours**                  |
| **P1 — Broken but workable, or billing** | A feature is broken but you have a workaround; or a billing request (e.g. "I need my invoice / renewal") | **1 business day**                    |
| **P2 — How-to & setup**                  | "Check my flow — why doesn't it do this?", general questions, minor bugs                                 | **2 business days**                   |
| **P3 — Feature request**                 | A new capability or enhancement                                                                          | **4 business days** (acknowledgement) |

> ℹ️ These response times are our **internal service guidelines, not a guaranteed commitment**. They reflect what we aim for during support hours (**Monday–Friday, 09:00–18:00, ICT / GMT+7**); actual times may vary with volume and complexity.

### 3. Free trial & billing

* **7-day free trial**, including up to 300 free AI messages. Extensions are arranged case-by-case by your account executive (AE).
* **Default payment is through the billing page in the system.** Once you pay, your subscription starts automatically — the same applies to top-ups and upgrades — and a receipt is automatically sent to your email.
* For any supporting documents beyond the automatic receipt — such as an e-Tax Invoice, withholding tax documents, or a formal invoice — please contact your AE (around 1 business day, in line with our service guideline).
* **Payment is by credit/debit card only.**
* **Published pricing and promotions** ([zaapi.com/pricing](http://zaapi.com/pricing)) are final. Special discounts are arranged case-by-case via your AE.
* **Thai clients** (registered under a +66 number):
  * To deduct 3% withholding tax, let your AE know — we'll calculate the net amount and send a separate payment link.
  * A full e-Tax Invoice is issued after payment.
  * Bank transfer is arranged case-by-case, usually for amounts above THB 30,000.
  * Subject to a minimum 3-month plan.

### 4. Refunds

Refunds are considered **case-by-case** (our Terms of Use note that all sales are final) and are **net of the 3% card-processing fee**.

* We can usually offer a **pro-rated refund** when it's **on our side** that you're permanently unable to operate — for example, a channel is permanently disconnected, or we retire a feature that's essential to your operation.
* Refunds generally **don't apply** for: minor or temporary bugs; AI response accuracy; or self-billing errors (such as forgetting to downgrade or cancel).

### 5. Good to know about the product

A few things worth knowing, so you know what to expect.

#### AI message pricing (billed separately from your subscription)

| Volume                  | Thailand (THB) | International (USD) |
| ----------------------- | -------------- | ------------------- |
| 1,000 messages          | ฿1,250         | $40                 |
| 10,000 messages (−10%)  | ฿11,250        | $360                |
| 100,000 messages (−25%) | ฿93,750        | $3,000              |

*Roughly ฿1.25 / $0.04 per message.*

#### AI Agent

* **You're in control of how the AI responds** — its quality depends on how you train it. AI can occasionally make mistakes, which is a normal characteristic of AI rather than a product fault, and isn't covered by refunds.
* Built for **accuracy over speed** (\~3–4 seconds per reply).
* **Cannot send images** (it can send a link to an image).
* For rigid, word-for-word scripts, use **Flow Builder**; the AI Agent is designed for natural, dynamic conversation.

#### Channel-specific notes

* **LINE:** Please reply **inside Zaapi** — messages sent from the LINE OA app won't sync to Zaapi. History before the connection date isn't imported. Messages sent via API (including through Zaapi) count toward your paid LINE quota; replies within 10 minutes of the customer's message don't count. See LINE's own plans at [lineforbusiness.com/th](http://lineforbusiness.com/th).
* **Meta (Facebook/Instagram):** A 24-hour reply window, which Zaapi extends to 7 days — promotional content can't be sent after the first 24 hours.
* **Shopee:** You can message within 7 days of the buyer's last message, and up to 5 in a row before they reply. AI Agent messages count toward your response rate; automated messages don't.
* **TikTok Shop:** US-based shops aren't supported, and video messages can't be sent on TikTok chats.
* **History import:** On connection, only the last 90 days of history is imported (Facebook, Instagram, Shopee, Lazada, TikTok).

> ⚠️ This Service Guide helps explain how we work and does not replace Zaapi's Terms of Use ([zaapi.com/terms-of-use](http://zaapi.com/terms-of-use)). If anything here differs from the Terms of Use, the Terms of Use take precedence. Service times are guidelines during stated support hours, not guarantees. Zaapi may update this guide from time to time; the latest published version applies.

*© 2026 Zaapi · v1.0*