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FarrierHub Solo

Support Policy

Effective date: 2026-03-17

Applies to: FarrierHub Solo beta trial users and future production purchasers

When field workflow breaks, support should be clear, practical, and fast enough to keep your day moving.

1) How to reach support

Primary support channel: hello@farrierhub.app

To speed up resolution, include:

  • account/purchase email
  • concise issue summary
  • screenshots or error text (if applicable)
  • device/browser details and steps to reproduce (for technical issues)

2) What support covers

FarrierHub support includes:

  • account access and beta trial assistance
  • purchase-related assistance once production checkout is available
  • product troubleshooting and bug report intake
  • guidance on documented product features and normal workflows
  • billing/refund request routing under published policy

Support does not include:

  • custom development or bespoke integrations
  • legal, tax, or accounting advice
  • guaranteed compatibility with unsupported environments

3) Initial response targets

  • first response within 2 business days
  • urgent billing/access issues prioritized when identified

These are operational targets, not guaranteed service-level agreements.

4) Resolution expectations

  • Many issues are resolved in the first support exchange.
  • Complex issues may require additional investigation and follow-up.
  • If an issue is confirmed as a product defect, FarrierHub will prioritize a fix according to severity and impact.

5) Trial and pre-purchase support

During beta, trial users may contact support during the 14-day beta trial for setup, product fit, and technical questions. Purchase questions are handled as pre-production guidance until checkout opens.

6) Refund and dispute path

  • Refund requests are handled under the published Refund Policy.
  • Customers should contact support before filing card disputes/chargebacks so issues can be reviewed and resolved quickly when possible.

7) Conduct and misuse

FarrierHub may limit or suspend support interactions that involve abuse, harassment, fraud, or unlawful activity.

8) Policy updates

FarrierHub may update support practices over time. The latest published Support Policy applies.