Information-only service policy: these are Fabritec's current standard support and service objectives, not guaranteed resolution times and not a signature document. A customer's MSA, Order Form or support plan controls if it states different coverage, targets, remedies or exclusions. No service credits are created by this page unless an Order Form expressly provides them.
1. Scope
This policy describes standard support for Fabritec Cloud Subscription Services and maintenance and support for On-Premises Licensed Software. It covers incident intake, severity classification, initial-response objectives, cloud availability, maintenance, backup practices and customer responsibilities.
Implementation projects, custom development, training beyond the included onboarding scope, business-process consulting and changes requested by a customer are professional services rather than incident support unless an Order Form says otherwise.
2. Support channels
For a production-stopping incident, use the fastest channel available under the customer's support plan and clearly identify the affected production environment, business impact and a reachable contact.
- Email: support@fabritec-eg.com.
- Customer ticketing system or support portal, when available for the customer's plan.
- In-app chat or an AI-assisted help channel, when available, with human follow-up during support hours.
3. Standard support hours
Standard staffed support hours are Sunday through Thursday, 09:00–18:00 Cairo time, excluding official public holidays in Egypt. A request received outside those hours is treated as received at the start of the next business day unless the customer's Order Form includes different coverage.
Response objectives below are measured only during the applicable support hours. An automated receipt does not count as the initial human response.
4. Incident severity
Severity 1 — Critical
The production Fabritec Platform is unavailable, or a core function is unusable, causing a complete stoppage of the customer's production or other critical operations, and no reasonable workaround exists.
Severity 2 — High
Major functionality is severely degraded and materially disrupts business operations, but production can continue or a temporary workaround may exist.
Severity 3 — Normal or low
A non-critical function is partially unavailable, a minor defect or usability issue exists, or the request concerns configuration, guidance, documentation or a general how-to question.
Classification
The customer may suggest a severity when opening a case. Fabritec may adjust it reasonably based on production impact, affected users, available workarounds and whether the issue is within Fabritec's control. If impact changes, either party should promptly request reclassification.
5. Initial-response objectives
An initial response means a human acknowledgement and first contact from Fabritec support. It is not a promise that the incident will be resolved in that period. Diagnosis and resolution depend on complexity, reproducibility, customer cooperation, third-party services, deployment model and the availability of a safe fix or workaround.
- Severity 1 — Critical: initial human response within 2 support hours.
- Severity 2 — High: initial human response within 1 business day.
- Severity 3 — Normal or low: initial human response within 2 business days.
6. What to include in a support request
- Customer name, tenant or environment and a knowledgeable contact who can respond during investigation.
- A clear description of expected and actual behavior, business impact, affected users and whether production is stopped.
- Steps to reproduce, timestamps with time zone, screenshots, relevant record identifiers, logs and error messages where safe to share.
- Recent configuration, integration, infrastructure or software changes and any workaround already attempted.
- Confirmation that the customer has preserved evidence and removed secrets, passwords or unrelated personal information from attachments.
7. Support process and customer cooperation
Fabritec will review the report, confirm or adjust severity, request information where needed, investigate, and provide updates appropriate to the impact. Fabritec may provide a workaround, configuration change, patch, update or planned product correction. Cases may be closed after resolution, confirmation, documented workaround, lack of response after reasonable follow-up or a determination that the request is outside support scope.
The customer should provide timely access to knowledgeable staff, relevant logs and a safe reproduction path; maintain supported versions and environments; implement reasonable workarounds; and test supplied fixes where appropriate. Delays caused by missing access, information or customer action pause the practical investigation timeline.
8. Cloud availability objective
Fabritec uses commercially reasonable efforts to achieve at least 99.5% monthly uptime for the production Cloud Subscription Services, measured over a calendar month at the application level by the ability to authenticate and perform core operations.
This is a service objective rather than a financial guarantee. It does not create refunds or service credits unless a customer's Order Form expressly states a credit regime.
9. Availability exclusions
- Planned maintenance and notified maintenance windows.
- Emergency maintenance required for security, data integrity or severe defects.
- Internet, telecommunications, identity-provider, integration or other third-party failures outside Fabritec's reasonable control.
- Customer devices, networks, VPNs, firewalls, infrastructure, credentials, configurations, data or unauthorized changes.
- Suspension permitted by the customer agreement, customer-requested downtime, trial or beta environments and force-majeure events.
- A customer's failure to use a supported browser, version, configuration or provided workaround where relevant.
10. Planned and emergency maintenance
Where reasonably practicable, planned maintenance that is expected to cause significant unavailability is scheduled during off-peak hours, usually on Fridays in Cairo time, with at least 48 hours' advance notice. Routine changes with no material customer impact may be performed without individual notice.
Fabritec may perform emergency maintenance at any time to address security vulnerabilities, severe bugs, integrity risks or other urgent issues. We will use reasonable efforts to minimize disruption and communicate as soon as practical.
11. Cloud backups and recovery objectives
Fabritec targets regular backups of production cloud databases multiple times per day, aiming for at least six backup points per day. Backup locations and retention follow the applicable hosting region and customer agreement.
- Recovery Point Objective (RPO): the target is to limit potential data loss to changes since the most recent successful backup, typically a period of a few hours.
- Recovery Time Objective (RTO): the target is to restore service as quickly as commercially reasonable after a major incident, considering complexity, data integrity and third-party infrastructure.
Important qualification
Backup frequency, RPO and RTO are operational targets, not absolute guarantees. Recovery may require validation or staged restoration to avoid corruption or security risk. A customer needing contractual recovery commitments, dedicated redundancy or a custom retention schedule must include them in its Order Form.
12. On-premises deployments
For on-premises software, Fabritec provides maintenance updates and support only while the customer has active maintenance coverage under its agreement. Unless expressly included in an Order Form or Statement of Work, the customer is responsible for the server and database environment, operating system, networking, firewall, identity controls, monitoring, capacity, backups, disaster recovery, redundancy and installation of supplied updates.
Fabritec may require a supported version, diagnostic access or reproduction in a standard environment before it can investigate an on-premises issue. Problems caused by customer modifications, unsupported infrastructure or delayed updates may fall outside standard support and may require professional services.
13. Items outside standard support
- Implementation, workflow redesign, report building, data cleansing, custom integrations, custom development and additional training unless separately purchased.
- Defects or outages caused by misuse, operation contrary to documentation or unauthorized modification.
- Customer infrastructure, devices, networks, VPNs, browsers, databases or third-party software not controlled by Fabritec.
- Beta, preview, trial, experimental or non-production functionality unless expressly included.
- Data restoration requested because of customer deletion or incorrect customer actions, except where included in a purchased service.
- Issues that cannot be reproduced and for which the customer cannot provide enough information to investigate.
14. Security incidents
Reports suggesting unauthorized access, credential compromise, malicious activity or a vulnerability should be marked clearly and sent to support@fabritec-eg.com without publishing exploit details. Fabritec may restrict access, rotate credentials, isolate a component or take other protective action while investigating. Privacy or security notifications required by law or contract follow the applicable incident-response and customer-agreement procedures rather than the routine response targets on this page.
15. Escalation
If a support case is not progressing in line with its business impact, the customer's authorized contact may request escalation through the active case or by emailing support@fabritec-eg.com with the case reference, current impact and requested management attention. Escalation changes visibility and coordination; it does not automatically change severity or guarantee a resolution time.
16. Relationship to customer agreements
This page summarizes Fabritec's standard practices. The applicable MSA, Order Form, Statement of Work and support plan determine the customer's actual entitlement, exclusions, remedies and order of precedence. Warranty, liability, confidentiality, data-protection, force-majeure and dispute provisions in the applicable customer agreement continue to apply.
17. Changes and contact
Fabritec may update this public policy as operations, infrastructure and support offerings evolve. The revision date at the top identifies the current version. An update to this page does not amend an existing customer agreement unless that agreement expressly incorporates the updated policy.
For support, contact support@fabritec-eg.com. For commercial questions about enhanced coverage or customer-specific service levels, contact your Fabritec representative.