Support Policy

Channels

• Email: support@farqadcloud.com
• Contact form: /contact
• Security: security@farqadcloud.com (see Responsible Disclosure)

Hours

Support is provided during published support hours on the Contact page and footer unless an SOW provides extended coverage.

What support covers

• Questions about active engagements and delivered work within any stated warranty/defect window
• Billing questions for Farqad Cloud invoices
• Website and plan clarification

What support does not cover

• Unlimited product development outside SOW scope
• Customer’s unrelated third-party systems
• Emergency incident response retainers unless purchased

Response expectations

We aim to acknowledge support emails within one business day. Severity-based targets in the SLA apply only when the SLA is in scope.

Change notification

We may update this policy to reflect legal, operational, or service changes. Material changes will be communicated on this page or through another appropriate notice. Where required by law or contract, we will provide additional notice. Where affirmative consent or a contractual amendment is required, continued use alone will not replace that process.