Support scope
Support covers components built or managed by Falaq within the agreed scope. Failures in client systems or external communication, model, and service providers are not automatically covered, but we assist with diagnosis and coordination when they affect the solution.
- Agent and business-rule defects
- Integrations managed by Falaq
- Agreed monitoring and alerts
- Change requests handled separately from incidents
Priority classification
Priority is based on operational impact, not message order.
Default response targets
Unless the agreement states otherwise, managed services use these targets during support hours: P1 within two hours, P2 within one business day, P3 within two business days, and P4 according to change planning. Response time means assessment and communication have started; it is not a guarantee of resolution in the same period.
- Periodic critical-incident updates as agreed
- A workaround identified when practical
- Root-cause analysis for significant incidents when included
- Targets exclude delays while waiting for client access or decisions
Availability and maintenance
There is no single availability target for every solution because an agent may depend on several providers and client-owned systems. The project service agreement defines the target, measurement window, and exclusions.
- Notice of planned maintenance that affects use
- Force majeure and third-party exclusions according to contract
- Availability measured only for covered components
- Continuity and backup plans according to scope
Report an incident
Send the impact, approximate start time, and available examples or steps through the support channel named in your agreement. For general inquiries, use hello@falaqai.com. Never send passwords or access secrets by email.