Service delivery policy.

01How we deliver

Motion Kulca delivers software, apps, AI, cloud, cybersecurity and consulting work, and provides access to our products. All of our services are delivered digitally or on site; we do not ship goods by courier unless your quote includes hardware.

Timelines are agreed in each signed quote or statement of work (SOW). Because every project is different, we do not publish fixed delivery times. Your quote sets out the stages, milestones and target dates that apply to you, and what we need from you to meet them.

02Custom projects: stages

1. Enquiry and booking. You book a slot or contact us. We arrange a discovery session.
2. Discovery. We learn about your goals, users, systems and constraints, and may ask for documents or access to existing systems.
3. Quote or SOW. We send a custom quote setting out scope, deliverables, milestones, the VAT-inclusive price, payment schedule, target timelines and acceptance criteria.
4. Acceptance and kick-off. You accept the quote and pay any deposit stated in it. We confirm by email, assign your project contact and agree a kick-off date.
5. Design and build. We work in the milestones agreed in your quote, share progress with you, and ask for feedback and approvals at each milestone.
6. Testing and acceptance. We test the work, then you review it against the agreed acceptance criteria during the review period in your quote. You tell us in writing about anything that does not meet them, and we fix it.
7. Go-live and handover. We deploy or hand over the deliverables (for example hosted access, app-store publication, source code or documentation, as agreed) and confirm go-live by email.
8. Support. Defects are fixed during the defect-fix period in your quote; ongoing support and maintenance continue under your subscription or support agreement.

03Products and subscriptions: onboarding

For Motion VMS, EduCruze / Motion Fleet, Cynergy, Motion Dispatch, Motion Guard and our other products, onboarding usually follows these steps:

1. Quote and sign-up. You accept a quote for the product, users or sites, and any set-up fee.
2. First payment. You start the subscription through Paystack (and pay any once-off set-up fee through Yoco).
3. Configuration. We set up your environment, for example your estate, school, fleet, pharmacy or control room, with the information you give us.
4. Training. We train your administrators and provide user guides, as set out in your quote.
5. Go-live. We email your login details and confirm the date your subscription became active. Your billing date is stated in your quote.

Some products depend on site work or hardware (for example gate or camera integration). Where hardware or site work is part of your solution, it is described in your quote, together with its warranty and delivery arrangements.

04What affects timelines

• Timely information, content, feedback and approvals from you.
• Access to your systems, domains, cloud accounts, app-store accounts and third-party APIs.
• Third-party processes outside our control, such as Apple App Store or Google Play review, payment-provider onboarding, or supplier lead times for hardware.
• Changes to scope. Any change is handled through a written change request, which may update the price and timeline once you accept it.

If we expect a delay, we will tell you in writing, explain why, and agree a revised plan with you. If we cannot deliver what you paid for, our Refund & Cancellation Policy applies.

05How you know delivery has happened

We confirm each milestone, the go-live or handover, and the start of any subscription by email to your nominated contact, and once the client portal is live you will also be able to see them there. Your invoices and payment confirmations are emailed to you.

06Support after delivery

Support is available by email at info@motionkulca.co.za, by phone on 087 711 0020 and on WhatsApp at 083 216 6075, 24 hours a day, 7 days a week, including for Motion VMS and Motion Dispatch. Response times and availability commitments apply only where they are set out in a signed service-level agreement.