Support Policy | SANFAANI

Support Policy

Reliable technical support structured around accountability, response time, and clarity.

Sanfaani provides structured technical support for all active clients under defined service agreements. This page outlines how support works, what is covered, and response expectations.

Effective Date: November 2025

1 Scope of Support

What We Support:

Moodle (LMS) deployment, configuration, and administration
BigBlueButton virtual classroom infrastructure setup and maintenance
Hosting environment management and optimization
Website and portal systems deployed by Sanfaani
Server management, monitoring, and performance tuning
Security configuration, updates, and hardening
Backup system configuration and recovery assistance
System integration and data migration support

Scope Limitation

Support applies only to systems deployed, configured, or actively managed by Sanfaani under current service agreements. Third-party systems or modifications made outside our deployment scope may require additional consultation.

2 Support Channels

Clients can request support through the following official channels:

Email Support

Primary Channel: info@sanfaani.net

Use for detailed technical issues requiring documentation or file attachments.

WhatsApp Support

Quick Assistance: +234 901 017 2138

For urgent issues or quick clarifications during support hours.

Direct Portal

Enterprise Clients: Client-specific channels

Dedicated channels for clients with enterprise or institutional agreements.

Required Information for Support Requests

To ensure efficient resolution, please include:

Organization name and contact person
System or service affected
Clear description of the issue
Error messages or codes encountered
Screenshots or log files where applicable
Steps to reproduce the issue (if relevant)

Note: Incomplete requests may delay investigation and resolution.

3 Support Hours

We maintain structured support hours to ensure quality service delivery:

Standard Support Hours

9:00 AM – 6:00 PM

Monday – Friday

All non-critical support requests

Emergency Support

Available 24/7

For Critical Issues Only

Infrastructure critical issues only

Emergency Support Criteria:

Complete server downtime or inaccessibility
LMS or critical system inaccessibility affecting operations
Confirmed security breaches or suspicious activities
Payment or authentication system failures
Data integrity or corruption issues

Non-Emergency Issues

Feature requests, general questions, minor bugs, and improvement suggestions will be addressed during standard support hours. Weekend support for non-emergencies may require prior arrangement.

4 Response Time Expectations

We categorize support requests by priority to manage expectations and resources effectively:

Priority Level	Description	Initial Response	Examples
Critical	System completely down or critically impaired	2–6 hours	Server offline, LMS inaccessible, security breach
High	Major feature not working, significant disruption	12–24 hours	User login issues, major feature failure, data sync problems
Medium	Minor disruption, non-critical bugs	24–48 hours	UI glitches, minor feature issues, configuration questions
Low	General questions, improvements, feature requests	48–72 hours	Documentation questions, enhancement suggestions, training queries

Important Notes on Resolution Time

Response vs. Resolution: Response time indicates when we'll acknowledge your request and begin investigation. Resolution time depends on:

Complexity and nature of the issue
Third-party provider dependencies
Required testing and validation
Client response time during troubleshooting
System configuration and customization level

We provide regular updates for ongoing issues.

5 What Is Not Covered

To maintain focus on core support services, the following are not included in standard support:

New feature development or major system enhancements
Redesign requests or UI/UX overhauls
Training sessions outside agreed onboarding scope
User error resolution due to system misuse or lack of training
Third-party plugin conflicts not deployed or approved by Sanfaani
Content creation or data entry services
Hardware-related issues or client-side equipment problems
Internet connectivity issues on client premises

Service Extension Options

Requests falling outside standard support scope may be addressed through:

New service agreements or project proposals
Paid support extensions or consulting hours
Feature development contracts
Training session scheduling

We'll provide clear options and estimates for extended services.

6 Client Responsibilities

Effective support requires collaboration. Clients are responsible for:

Maintaining secure login credentials and access controls
Not sharing admin access irresponsibly or with unauthorized users
Following recommended security practices and update procedures
Ensuring stable internet connectivity for virtual sessions and testing
Providing timely communication during issue investigation and resolution
Backing up custom content and configuration changes
Testing updates in staging environments when available
Reporting issues promptly with sufficient detail

Support Eligibility

Failure to comply with these responsibilities may affect support eligibility. Repeated security violations, unauthorized modifications, or uncooperative behavior during troubleshooting may result in support limitations until issues are resolved.

7 Hosting & Infrastructure Dependencies

Sanfaani manages infrastructure responsibly with transparency about dependencies:

External hosting providers may experience downtime beyond our control
Payment gateways and third-party services may have temporary disruptions
Internet service providers and network issues may impact performance
Domain name system (DNS) propagation delays may occur
Software vendor updates may require compatibility adjustments

Our Commitment: We immediately escalate issues to relevant providers, provide regular updates, and implement workarounds when possible. However, we cannot control or guarantee third-party service performance.

Provider Status Monitoring

We monitor major provider status and will inform clients of known widespread issues affecting our services. Clients are encouraged to check provider status pages for specific service disruptions.

8 Backup & Data Recovery

For managed hosting clients, we implement structured backup strategies:

Automated backups are configured according to service tier
Backup frequency varies (daily, weekly, or real-time based on agreement)
Backup retention periods are defined in service agreements
Backup testing is performed periodically to ensure reliability

Recovery Process:

Data recovery requests must be submitted in writing
Recovery scope and timeline depend on backup type and size
Partial or full restoration options are available
Testing is recommended after recovery completion

Important Recovery Notes

Data recovery outside managed backup plans may incur additional fees. Regular backups are included in managed services, but clients remain ultimately responsible for their critical data. We recommend maintaining independent backups for mission-critical information.

9 Support Termination

Support services may be temporarily suspended under specific conditions:

Overdue payments beyond agreed grace periods
Contract term violations or unauthorized system use
System misuse or security policy violations
Abusive behavior toward support staff
Repeated disregard for client responsibilities

Reinstatement Process: Support resumes upon:

Resolution of payment issues and account regularization
Corrective actions for policy violations
Security issue remediation
Written confirmation of compliance

Service Continuity

While support may be suspended, hosted systems typically remain accessible unless security concerns require isolation. We provide notice before support suspension except in cases of critical security violations.

10 Service Level Agreements (SLA)

For clients requiring formal performance guarantees:

Dedicated uptime guarantees with defined compensation
Structured escalation paths for critical issues
Priority response tiers with committed timeframes
Regular performance reporting and review meetings
Custom support windows aligned with operational hours

SLA Availability

Formal SLAs are available under enterprise or institutional contracts. Standard support follows the guidelines on this page. Contact us to discuss SLA options for your organization's specific requirements.

SLAs include clear definitions of:

Service availability measurements and reporting
Scheduled maintenance windows and notifications
Incident management and escalation procedures
Performance credits and compensation terms
Review and amendment processes

Contact Information

For support inquiries, policy questions, or SLA discussions:

Organization Sanfaani

Email info@sanfaani.net

WhatsApp Support +234 901 017 2138

Address Kehinde Shafi, Islamic Village
Along Whitefield Hotel
Ilorin, Kwara State, Nigeria

For urgent issues, please use WhatsApp or email with "URGENT" in the subject line.

Our Services

LMS (Moodle) as a Service

Virtual Classes & Webinars

School/NGO Systems

Hosting & Security