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 those published on Azure Marketplace and accessed through https://frameworx.tech.
1. Scope of Support
- Virtual Machines and application stacks published on Azure Marketplace
- Frameworx-developed web and mobile applications
- Frameworx APIs and developer tools
- Deployment, access, and configuration issues related to our products
Exclusions
- Custom code developed by users
- Third-party plugins or services not bundled by Frameworx
- Operating system-level issues outside our deployments
- Customer-managed infrastructure environments
2. Support Channels
- Email: support@frameworx.tech
- Support Form: https://frameworx.tech/support
- Azure Marketplace support links
3. Support Hours
Monday to Friday (excluding public holidays)
09:00 – 17:00 (CAT / Zambia Standard Time)
4. Support Tiers
Standard Support
- Email and web-based support
- Response time: 1 business day
- Access to documentation and FAQs
Premium Support
- Priority email and phone support
- Guaranteed 4-hour response for critical issues
- Onboarding and consultation sessions
Premium inquiries: sales@frameworx.tech
5. Issue Classification & Response
| Severity | Description | Target Response |
|---|---|---|
| Critical | System down or severe production impact | 4 hrs (Premium) / 1 business day |
| High | Major functionality impacted | 1 business day |
| Medium | Minor issue or workaround available | 2 business days |
| Low | General inquiry or request | 3–5 business days |
6. Updates & Maintenance
Frameworx releases updates, bug fixes, and security patches periodically. Users are encouraged to remain on supported versions.
7. End of Support
Support for legacy versions may be discontinued with at least 12 months’ notice.
8. Feedback & Escalation
- Privacy & data issues: privacy@frameworx.tech
- Unresolved technical issues: support@frameworx.tech
9. Policy Changes
This Support Policy may be updated at any time. The latest version will always be available on frameworx.tech.
10. Contact
Frameworx Technology
Website: https://frameworx.tech
Email: support@frameworx.tech