Client Expectations
The obligations, policies, and compliance requirements that govern every KMF Creative Solutions engagement. Incorporated by reference into every executed Statement of Work.
This page defines the obligations of both parties in a KMF Creative Solutions engagement. It is incorporated by reference into your executed Statement of Work. If you have questions about process, timelines, or what to expect during your build, see your welcome materials delivered at signing.
1.What KMF Creative Solutions Commits To
When you sign a Statement of Work with KMF, you have our commitment on the following, in writing, on every engagement.
We build to specification
Every deliverable in your SOW is built, tested, and confirmed functional before go live. If it is in your scope, it gets built. If it is not in your scope, it is a change order.
We communicate on timeline
You receive written confirmation of your project commencement date, build timeline, and go live window within 24 hours of all three kickoff conditions being satisfied.
We keep your system running
Under an active retainer, KMF monitors your system and repairs breaks caused by platform or model changes at no additional charge. Monitoring is included. Drift fixes are included.
Our build commitment
We build to the agreed specification and keep working until the deliverables in your SOW are met and confirmed functional. If a deliverable is not working to specification at go live, we continue building at no additional charge until it is.
We protect your data
Your contact records, conversation history, and business data are yours. KMF does not share your data with other clients or use it for purposes outside your engagement.
We close the build formally
Every project closes with a recorded handover call and a written system delivery summary. You receive documentation of what was built and confirmation that it works to specification. Done is a documented event, not a feeling.
What your retainer covers
Monthly recurring fees cover platform and sub account hosting, system monitoring, minor message refreshes, a monthly performance snapshot, basic support, and AI model drift repairs. Your retainer does not cover new workflow builds, new channel connections, copy rewrites, additional strategy calls, or new capability requests. Those are change orders or additional retainer services.
2.What We Need Before Kickoff
Your build cannot start until three conditions are satisfied, and your build quality depends on the checklist below being complete and accurate at kickoff.
Three Trigger Commencement Rule
Your project clock does not start, and no timelines, deadlines, or commitment periods are in effect, until all three of the following are confirmed:
- Your SOW is fully executed by electronic signature by both parties.
- Your setup fee payment has cleared.
- Your kickoff call is completed and all required access and materials are confirmed received by KMF in writing.
KMF confirms your project commencement date in writing within 24 hours of all three conditions being met.
Pre Kickoff Checklist
| Item | Details |
|---|---|
| Admin access to all platforms being connected | Includes your CRM, phone system, calendar, or any platform listed in your SOW. No access means no build for that channel. |
| Onboarding questionnaire submitted | Due within 3 business days of signing. Contains your business information, offer details, and workflow logic preferences. |
| A2P registration information | Required for any SMS automation. Includes your business legal name, EIN, website, and opt in method documentation. KMF provides the required form. |
| Brand voice documentation | Tone, communication style, approved phrases, and any language that is off limits for your AI. If not documented, your kickoff call will include a brand voice exercise. |
| FAQ and knowledge base content | Everything your AI needs to answer accurately: services, pricing, hours, service area, common objections, and escalation triggers. Accuracy of this content is your responsibility. |
| Kickoff call scheduled within 5 business days of signing | Attendance is required. To reschedule, notify KMF at least 24 hours in advance. |
| Designated point of contact identified | One person on your team who receives build updates, approves deliverables, and serves as the primary liaison throughout the engagement. |
| Escalation protocol defined | Which conversation types should be escalated to a human, and what that handoff looks like. Configured at kickoff, so define it in advance. |
Non Performance Clause
If required access or materials are not received, KMF will issue a written cure notice on business day 5 specifying the outstanding items and a deadline to resolve them. If outstanding items are not received by business day 10 from the original written request, your project will be paused. Your timeline restarts upon receipt of the outstanding items. Delays caused by non delivery of required materials do not entitle you to a refund, price adjustment, or extension of any commitment period. If no response is received within 30 days of the cure notice, the project is marked abandoned and setup fees are forfeited.
3.SMS and Compliance
If your KMF system includes SMS or voice automation, A2P 10DLC registration is required by federal law before any text messages can be sent.
What Is A2P 10DLC?
A2P (Application to Person) 10DLC is the federal registration framework that governs business text messaging in the United States. All businesses sending automated SMS messages to customers are required to register their brand and campaigns with The Campaign Registry before messages can be delivered. KMF assists with your A2P registration as part of onboarding. Carrier approval can take 2 to 4 weeks and is outside KMF control. SMS automation will not go live until registration is approved. This does not affect your billing start date.
Your A2P Obligations
The following obligations apply to all engagements that include SMS or voice automation. These are required by federal law, not KMF policy.
- Maintain documented opt in consent for every contact you text. KMF builds the delivery system. You are responsible for the compliance of the contacts in it.
- Never send messages to contacts who have not explicitly opted in. Cold texting is a TCPA violation, violates TCR and carrier guidelines, and is grounds for immediate termination of your engagement without refund.
- Honor all opt out requests immediately. Contacts who reply STOP must be removed from all automated messaging. Our system handles STOP and HELP commands automatically. Do not override or bypass this functionality.
- Maintain an opt out rate below 3 percent across all SMS campaigns. Exceeding this threshold can trigger automatic carrier suspension of messaging.
- Notify KMF of any changes to your registered campaign use case.
- Retain your opt in documentation. In the event of a TCPA complaint or audit, you will need to produce documentation proving opt in consent. KMF is not liable for claims arising from contacts in your database.
- Notify your customers when they are interacting with an AI system. You are responsible for disclosing to your own customers that they may be communicating with an AI. The California CPPA (effective January 1, 2026) and Illinois HB 3773 require disclosure before AI interaction begins for customers in those states. KMF is not liable for claims brought by your customers arising from undisclosed AI interactions.
- Ensure call recording disclosures fire at the start of every voice AI call. California, Illinois, Pennsylvania, Florida, and Washington require all party consent for call recording. You are responsible for compliance with applicable state wiretapping laws. KMF is not liable for call recording violations arising from your failure to maintain required disclosures.
Required SMS Disclosures Included in Your System
KMF configures the following in every SMS enabled system as required by A2P registration. Do not remove or modify these disclosures:
- Message frequency disclosure
- STOP to unsubscribe
- HELP for assistance
- Carrier message and data rates disclaimer
- Link to Privacy Policy
4.Disputes and Escalation
If you believe KMF has taken an action in error, such as pausing your project, applying a policy, issuing a charge, or enforcing a clause on this page, you have a documented path to raise it before the matter escalates.
- Submit a written dispute to info@kmfcreativesolutions.com with the subject line: Billing Dispute, followed by your business name. State the specific action you are disputing, the date it occurred, and the resolution you are requesting. Disputes must be submitted within 10 business days of the action being disputed.
- KMF will acknowledge your dispute within 2 business days and provide a written response within 5 business days of receipt.
- If the written response does not resolve the dispute, either party may request a recorded resolution call within 5 business days. If no resolution is reached, disputes are governed by the laws of the State of Tennessee and may be brought in Davidson County, Tennessee, as specified in your Statement of Work.
This process applies to all policy actions. KMF will not enforce a final adverse action while a timely dispute is pending and being actively processed.
Effective June 18, 2026. Applies to all KMF Creative Solutions packages and engagements. Subject to change with 30 day written notice to active clients.