Support that stays clear about the boundary
Farna Control support is asynchronous product support for a self-hosted product. We help you understand the product and identify the next action; you operate the environment.
The support promise
During published support hours, we target an initial response within one business day. Support is asynchronous: send the context, the version, the relevant logs and what you expected to happen, and we will tell you what we can establish and what to try next.
This is an initial-response target, not a resolution-time guarantee. Support hours and the contact route are published with the Team offering.
What kind of request is this?
Farna Control defect
The product behaves differently from its documented contract. Include a minimal reproduction, version and evidence. We triage it as a product issue.
Documented functionality
You need help understanding a behaviour that already exists. We point you to the relevant documentation and explain the configuration boundary.
Customer configuration
The product is being configured for your identity provider, connectors, models or pipeline. We can clarify the Farna Control side; your team applies the change.
Customer infrastructure
Kubernetes, databases, networks, TLS, backups, capacity and recovery are your operating environment. We can explain the requirements, but cannot operate it for you.
Third-party provider
Model providers, code hosts, identity providers and other services have their own availability, limits and support. We help separate a Farna Control issue from a provider issue.
Security report
Do not open a public issue. Follow the security disclosure process and include the details needed to reproduce the vulnerability safely.
Feature request
Describe the problem, the users affected and the outcome you need. A request is input to product decisions, not a promise that the feature will be scheduled.
Bespoke implementation
Custom connectors, private integrations, migrations or software built specifically for one customer are outside product support.
What support does not include
- No uptime SLA or contractual availability commitment.
- No guarantee about how quickly a request will be resolved.
- No operation of your infrastructure, backups, disaster recovery, identity provider or model accounts.
- No bespoke implementation, managed deployment or custom engineering included in the support promise.
Design partners and research
Design-partner feedback sessions are a research exchange: a fixed cadence for learning from real governed pipelines and shaping the roadmap. They are not a permanent support entitlement and do not change the self-hosted operating boundary.
Stronger assurance support may be added later as a separately scoped offering, with its own terms and price. It is not implied by the current support promise.
Send a useful first message
Tell us the Farna Control version, deployment shape, request type, expected behaviour, observed behaviour and the smallest safe evidence bundle. For a new product or partnership conversation, use the contact page.