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Support Policy

Effective Date: July 28, 2025

This Support Policy outlines the terms under which Frameworx Technology (“Frameworx”, “we”, “our”, or “us”) provides technical support for its globally distributed applications, services, and solutions, including but not limited to those hosted on the Azure Marketplace and accessed through https://frameworx.tech.

1. Scope of Support

We provide support for the following Frameworx offerings:

  • Virtual Machines and application stacks published on Azure Marketplace (e.g., Laravel Easy)
  • Frameworx-developed web and mobile applications
  • Frameworx APIs and developer tools
  • Access, deployment, and configuration issues related to our products

Exclusions:

  • Custom code developed by users
  • Third-party plugins, libraries, or services not bundled with our official distributions
  • Operating system-level issues not related to our deployments
  • Customer-managed cloud or infrastructure environments

2. Support Channels

Users may reach our support team via:

3. Support Hours

Support is available:

  • Monday to Friday (excluding public holidays)
  • 09:00 to 17:00 (CAT/Zambia Standard Time)

We aim to respond within 1 business day for standard inquiries and within 4 business hours for critical deployment issues.

4. Support Tiers

We provide two tiers of support:

Standard Support (Default for all users)

  • Email and web-based support
  • Response time: 1 business day
  • Access to documentation and FAQs

Premium Support (Available under subscription or enterprise agreements)

  • Prioritized email and phone support
  • Guaranteed 4-hour response for critical issues
  • One-on-one onboarding or consultation (where applicable)

For Premium Support inquiries, contact sales@frameworx.tech.

5. Issue Classification and Response Times

Severity Level Description Target Response Time
Critical System down or severe production impact 4 business hours (Premium) / 1 business day (Standard)
High Major functionality impacted, no workaround 1 business day
Medium Minor issue or workaround available 2 business days
Low General question or enhancement request 3-5 business days

6. Updates and Maintenance

  • Frameworx periodically releases updates, bug fixes, and security patches.
  • Users are encouraged to keep their environments up to date to receive full support.
  • Maintenance schedules and notifications will be communicated via email or product announcements.

7. End of Support

Frameworx may discontinue support for legacy versions of applications or images after a minimum 12-month notice.

8. Feedback and Escalation

We value your feedback. For complaints or escalations regarding unresolved issues, please email:

privacy@frameworx.tech (for data-related issues)
support@frameworx.tech (for unresolved or urgent technical concerns)

9. Policy Changes

Frameworx reserves the right to modify this Support Policy at any time. Updated versions will be posted on https://frameworx.tech.

10. Contact

Frameworx Technology
Website: https://frameworx.tech
Email: support@frameworx.tech