Designed for
An established coach or coaching business selling packages, sessions, programmes, or events through a working checkout and needing the purchase, client, package, appointment, and communication workflow to operate as one system.
CRM for coaches
QUALIFIED-PROSPECT DOCUMENT · VERSION 1.0
FRAI Coach CRM technical and commercial offer
The standard scope, operating responsibilities, commercial terms, exclusions, and exit conditions behind the managed CRM offer for coaches.
Issued17 July 2026
Validity30 calendar days
Document statusStandard commercial basis
This page supports qualification and a client-specific order form. It is not a substitute for the signed service agreement, data processing agreement, or order form. Signed documents prevail if terms conflict.
01 — OFFER SUMMARY
One defined implementation and one managed operating service
Implementation and launchFrom €1,500 once
Managed service€249/month
Initial term12 months from go-live
Billing startProduction go-live
Base-price protection24 months when granted in the order form
Standard exitCSV and JSON where technically appropriate
Prices exclude VAT and third-party provider charges unless the client-specific order form expressly includes them.
Not automatically the right fit
A business that only needs basic scheduling and payment collection, has not validated its offer, or can responsibly use a lower-cost self-service platform. FRAI may recommend another option after qualification.
02 — IMPLEMENTATION SCOPE
What the starting implementation includes
- Fit review, technical qualification, and a client-specific configuration schedule
- One approved WooCommerce store or equivalent supported checkout connection
- One purchase-to-client/package workflow and one package-rule model
- One standard import from one agreed structured source
- Core client, package, appointment, and communication views
- One public appointment page and one client-owned email sender connection
- Up to five starter email templates and one renewal, upsell, or cross-sell automation
- Standard role configuration, end-to-end testing, and a controlled acceptance process
- One 90-minute administrator onboarding session and one 60-minute follow-up session
- A concise operating summary and managed production launch
One stable, supportable checkout capable of transferring the required purchase information. WooCommerce is the standard option; heavily modified orders or unstable APIs require review.
One agreed sequence that identifies the client, records the purchase, assigns the package, applies its rules, and triggers the accepted next action.
One coherent model for quantity, validity, usage, attendance, absence, cancellation, pause, low balance, renewal, and next-offer logic.
One CSV, XLSX, or equivalent structured source that can be mapped without extensive manual reconstruction or multi-source reconciliation.
Functional coverage
Clients and prospects
Contact details, source, status, purchases, packages, sessions, appointments, attendance, notes, communication history, commercial status, and agreed next actions.
Checkout connection
Create or update the client, retain the order reference, identify the product, assign the package, initialize its balance, and trigger the agreed workflow. The checkout remains responsible for payment and refunds.
Appointments
One public appointment page with agreed service types, collected information, availability, confirmation, and included cancellation or rescheduling rules.
One client-owned Google Workspace, SMTP, or approved provider connection for individual messages, confirmations, reminders, renewal messages, commercial flows, and approved broadcasts.
Templates and automation
Up to five starter templates and one agreed renewal, upsell, or cross-sell automation using approved CRM fields.
Users and language
Standard existing roles, onboarding for up to five attendees, and one agreed operating language. Custom permissions and multilingual workflows are additional scope.
03 — DELIVERY AND ACCEPTANCE
Qualification before configuration; acceptance before launch
- 01
Qualification and order schedule
Confirm checkout, products, package rules, appointments, email provider, data, constraints, final scope, and price.
- 02
Access and source preparation
The client supplies approved access, usable data, rules, communication content, and decision-makers.
- 03
Configuration and integration
FRAI configures fields, mappings, package rules, appointment page, templates, and the accepted automation.
- 04
Migration rehearsal and testing
Validate mappings, calculations, booking, email, permissions, and the end-to-end purchase workflow.
- 05
Acceptance and production launch
The standard acceptance window is five business days. Go-live begins the managed-service term and recurring billing.
Acceptance standard. A material deviation is a failure of an agreed core workflow or accepted requirement that prevents normal use. Cosmetic preferences, new requests, source-data errors, disclosed third-party limits, and minor defects with a reasonable workaround do not normally block acceptance.
Client responsibilities
- Appoint one person authorized to make scope and acceptance decisions
- Provide accurate business rules, usable data, required content, and valid system access
- Maintain third-party accounts, licences, billing, and supported plans
- Review deliverables, complete acceptance testing, and respond within agreed times
- Maintain the legal basis, privacy notices, marketing permissions, and internal user access
- Avoid unsupported changes to connected systems and notify FRAI when access must be removed
The timeline pauses while FRAI is waiting for required access, data, decisions, content, third-party action, or client testing. Dependencies unresolved for more than 30 days may require replanning and a price review.
04 — MANAGED SERVICE
What €249 per month makes FRAI responsible for
- Access to the accepted CRM configuration
- Managed production hosting and routine infrastructure monitoring
- Daily backup target with rolling 30-day retention and up to 24-hour recovery points
- Routine software, dependency, and reasonable security maintenance
- Corrective maintenance and support for the accepted configuration
- Maintenance of the included checkout, appointment, and email connections
- Standard operational database capacity, CRM history, technical logs, and backup retention
The managed service is not an unlimited development retainer. Unused support or maintenance capacity does not accumulate as development credit.
Managed infrastructure selected by FRAI, with production data hosted in the EEA unless the order form states otherwise.
Targeted once daily, monitored, retained on a rolling 30-day basis, with recovery points up to 24 hours old.
Restore after confirmed FRAI-managed failure is included. Historical restores, user-deletion recovery, reconstruction, or forensic work may be additional.
Commercially reasonable operation without a contractual uptime percentage, financial credits, 24/7 operations, or guaranteed recovery time.
05 — SUPPORT, SECURITY, AND CHANGE CONTROL
Support targets describe acknowledgement, not guaranteed resolution
Support is available by email or ticket Monday–Friday, 09:00–17:00 Europe/Madrid, excluding applicable public holidays.
| Severity | Definition | Initial response target |
|---|---|---|
| P1 — Critical | CRM unavailable to all authorized users, or an accepted core workflow blocked for everyone without a reasonable workaround. | 4 business hours |
| P2 — High | A major accepted function is materially degraded for several users. | 1 business day |
| P3 — Standard | Limited defect, user question, or issue with a reasonable workaround. | 2 business days |
| P4 — Request | Change request, improvement, or non-urgent configuration request. | 3 business days |
Standard security position
Authenticated access, restricted production administration, HTTPS/TLS, routine dependency and security maintenance, backup restrictions, operational logging, and controlled support access. The client is normally controller and FRAI processor; a DPA is required before production personal data is processed.
Excluded security commitments
No dedicated SOC, per-client penetration test, ISO or regulatory certification, client-specific key management, private network, isolated infrastructure, or 24/7 security response is included in the standard price.
Corrective maintenance versus change. Restoring accepted behaviour is included. New fields, reports, rules, workflow branches, checkouts, senders, permissions, modules, or adaptation after the client changes its process require written change approval. Separately approved custom changes normally start from €250.
06 — COMMERCIAL TERMS
Payment, term, price protection, and add-ons
50% when the order is accepted; 50% when implementation is accepted and ready for production launch.
Invoiced monthly in advance from go-live. The standard initial term is 12 months.
Cancellation with 30 days’ written notice. Initial-term fees remain committed unless the signed agreement states otherwise.
FRAI may suspend implementation or service after written notice where an invoice remains materially overdue.
Launch Partner Rate. When expressly granted, the €249 base rate is fixed for 24 months for the accepted scope and operating profile, with structured feedback around 30, 60, and 90 days. Afterward, an unchanged scope may increase by up to 5% annually with 60 days’ notice, excluding taxes, pass-through costs, new legal duties, and material infrastructure changes.
| Add-on | Setup | Recurring |
|---|---|---|
| Additional supported WooCommerce store using the existing mapping | €200 | €20/month |
| Additional workflow or package-rule model | From €350 | From €25/month |
| Additional appointment page using existing logic | €150 | — |
| Additional sender on the same supported provider | €100 | — |
| New checkout platform or custom API connector | From €750 | From €40/month |
| Separate business, brand, or administrative boundary | From €500 | From €50/month |
| Priority support or enhanced service levels | — | From €149/month |
Complex migration, advanced reporting, permissions, and new modules require a written quotation. Recurring add-on fees apply only where FRAI accepts continuing monitoring, maintenance, hosting, or support responsibility.
07 — OWNERSHIP, EXIT, AND BOUNDARIES
The client owns its data; FRAI retains the managed platform
Client property
Business data, supplied materials, branding, package descriptions, and client-provided content remain the client’s property.
FRAI platform
FRAI retains the Coach CRM platform, reusable components, general architecture and data model, deployment code, integration frameworks, templates, and product logic. The paid service grants a non-exclusive, non-transferable right to use the accepted CRM. No source-code transfer is included.
Standard data return
One export after termination, requested before or within 30 days after termination, containing technically applicable contacts, packages and balances, appointments and attendance, purchase references, communication records, and selected configuration data in CSV or JSON.
A database dump, deployment elsewhere, schema transformation, migration into another product, extensive technical documentation, or hands-on transition assistance is not included but can be quoted. Production access ends on termination; data is scheduled for deletion after the export window and residual backups expire through the retention cycle.
Outside the standard offer
- A new website, checkout, native mobile application, LMS, or course-delivery platform
- Payment processing, accounting, statutory invoicing, electronic signatures, or contract management
- SMS, WhatsApp, full mailbox synchronization, or email-attachment archiving
- Advanced analytics, data warehousing, AI functions, or large document and media repositories
- Custom permissions, multiple independent businesses, or a separate administrative boundary
- Client-owned, dedicated, private-cloud, or regulated-industry infrastructure
- 24/7 support, uptime guarantees, service credits, or a guaranteed recovery time
- Regulatory certification, custom source-code delivery, or unlimited development
08 — BEFORE SIGNATURE
The order schedule turns this standard offer into a client commitment
- The checkout is technically supportable and package rules are documented
- The migration source is usable and the email provider supports the intended pattern
- The appointment process, acceptance scenarios, and support contacts are defined
- Third-party charges and the initial operating profile are identified
- The implementation price, recurring add-ons, backup, and retention requirements are explicit
- The service agreement, order form, and data processing agreement are ready
The client-specific order identifies the legal entity, brand, decision-maker, target go-live, checkout endpoints, package rules, appointment page, sender, migration source, operating profile, templates, automation, implementation price, selected add-ons, recurring total, and any departure from this standard offer.