1. Support channels
Customers should use the authenticated Customer Workspace support channel or contact support@hyfens.com. Include the organization, application, environment, release or patch reference, approximate time, and a safe description of the problem. Never include passwords, access tokens, private signing keys, verification tokens, or full payment credentials.
2. Scope
Support covers Cloud account, authorization, billing administration, release and patch delivery, documented CLI workflows, and service incidents within the subscribed boundary. We may request sanitized logs or diagnostic identifiers to investigate a delivery or activation failure.
Support does not guarantee that a customer application is bug-free, a patch is appropriate for every device, a store accepts an application, or a self-hosted installation is available. Self-hosted operators own their infrastructure and operating response unless a written service agreement says otherwise.
3. Priority and response
Response targets, support hours, escalation, and service levels are plan- or contract-specific. Public plan cards must not be read as a binding SLA unless the effective catalog or written agreement expressly says so. Security incidents and suspected account compromise may receive emergency handling outside ordinary queue order.
4. Customer cooperation and incident handling
Customers must maintain a supported release, retain source and base-release backups, provide accurate reproduction context, and cooperate with reasonable security or billing verification. Hyfens may temporarily pause delivery or access while investigating a credible risk. We will communicate material incidents and service changes through an appropriate channel subject to law and the applicable agreement.
5. Contact
For urgent account-security concerns, identify the request as a security issue and contact support@hyfens.com. The final support schedule and status-page URL require owner and operations approval before they are represented as production commitments.