Support & service levels
Effective Aug, 2026. These commitments come with each package. Corporate contracts can replace them with terms of your own.
What support covers
Installing, licensing, upgrading and using Ferflow, and any defect in the product itself. You run the server, so hardware, operating system, network and your own databases stay yours to operate. Where the line between the two is unclear, we will still help you read the evidence.
How to reach us
Email support@ferflow.com with your serial number, the version from
Admin then Settings, and the relevant lines from docker compose logs dashboard. Corporate
customers can agree a private channel and a named contact in addition.
Support hours are Monday to Friday, 09:00-18:00 WIB (UTC+7), excluding Indonesian public holidays. "Business hours" below means hours inside that window.
Severity
- S1, production down. Ferflow will not start, will not accept logins, or a licensing problem is blocking a running install.
- S2, major feature broken. Dashboards, scheduled reports, datamart refreshes or a data source fail, with no workaround.
- S3, everything else. Questions, cosmetic issues, feature requests, and anything with a workaround.
First-response targets
| Package | S1 | S2 | S3 |
|---|---|---|---|
| Standard | 1 business day | 2 business days | 3 business days |
| Business | 6 business hours | 1 business day | 2 business days |
| Corporate | 3 business hours | 6 business hours | 1 business day |
These are response targets, not repair times. An S1 gets a person reading your logs inside the window, and then continuous effort until there is a workaround or a fix. Defects are fixed in a release; the release notes say what changed, and upgrades keep your data.
Availability of this site
Our target for ferflow.com, covering ordering, license issuance and downloads, is 99% measured monthly and excluding announced maintenance. Worth knowing: your own Ferflow does not depend on it. An installed, licensed instance keeps running with this site completely offline. Only new orders, activations and downloads would wait.
Not covered
- Your infrastructure, operating system, network, and the databases Ferflow connects to.
- Performance of SQL you write, or of queries against your own data sources.
- Instances that have been modified, or whose license protection has been tampered with.
- Expired licenses. The product does not start on one, and renewing is a new order, see terms.
- The quality of answers from the AI assistant, which runs on a model you host yourself.
- Data loss where no backup exists. Your data lives only on your server, so back it up.
Changes
This page may be revised as the product and the team change. Revisions are not retroactive: the terms in force when you bought a license apply for that license's term. Questions go to support@ferflow.com.