Service Policy

Last Updated: 27 August 2026

This Service Policy explains how Fatiha Tech delivers its software and IT services, what customers can expect from us, and what we need from customers for a successful project. The exact scope, delivery timeline, pricing, support level and responsibilities for any engagement are those stated in the relevant quotation, proposal, subscription plan or service agreement. This policy should be read together with our Terms & Conditions and Return & Refund Policy.

1. Service Overview

Fatiha Tech works with retailers, grocery and super shops, electronics and fashion outlets, furniture showrooms, trading houses, manufacturers, service and repair businesses, e-commerce sellers and other SMEs. Our services combine ready business software with configuration, customisation and support so that each business can operate on a system that matches its actual workflow.

1.1 Software Solutions

Business management software covering sales, purchase, inventory, accounting, reporting and user control, delivered as a subscription or licence depending on the plan selected.

1.2 POS & Business Management Solutions

Point-of-sale operation for counters and showrooms, including invoicing, payment collection, discounts, returns, barcode or serial-based selling where applicable, multi-branch and warehouse handling, and management reporting.

1.3 Website Development

Business websites, corporate sites and e-commerce storefronts, including page structure, content placement, responsive layout and integration with the business system where the agreed scope includes it.

1.4 Custom Software Development

Purpose-built applications for workflows that standard software does not cover, developed against a documented requirement and scope.

1.5 Mobile Application Development

Mobile applications for business operations, sales teams, delivery, or customer-facing use, subject to the platforms and features agreed in the project scope.

1.6 Business Automation

Automation of repetitive operational tasks such as stock movement records, due follow-up, notification triggers, report generation and approval flows, based on the processes agreed during requirement analysis.

2. Implementation & Configuration

Implementation typically follows these stages:

• Requirement discussion — understanding your business type, branches, product structure and reporting needs
• Setup — company, branch, warehouse, user, product and accounting configuration
• Data preparation — opening stock, customer and supplier balances, price lists
• Testing and review — verification with your team before live operation
• Go-live and handover — supported start of live operation

Implementation may be carried out remotely or on-site depending on location, project size and the agreement in place.

2.1 Data Migration

We can assist in migrating existing data such as product lists, customer and supplier records, opening stock and outstanding balances. Migration quality depends on the structure, completeness and accuracy of the source data supplied by the customer. Data received in inconsistent or incomplete formats may require cleaning by the customer or additional chargeable effort.

2.2 Customization

Where standard features do not fully match a business process, customisation may be possible after review of technical feasibility. Customisation requests are assessed and quoted separately, with the scope and timeline confirmed in writing before work begins.

2.3 Third-Party Integration

Integrations such as payment gateways, SMS services, courier services, e-commerce channels or external accounting tools may be available where the provider offers a suitable API and the customer holds the required account and credentials. Integration availability, behaviour and cost depend on the third party's own terms and may change without our control.

2.4 Training

We provide user training so that your team can operate the system confidently — typically covering daily sales and POS operation, purchase and stock entry, accounting entries, user management and report reading. The number of sessions, mode (online or on-site) and participant count depend on the agreement. Additional training sessions may be arranged on request and may be chargeable.

3. Technical Support

Support is provided in line with your subscription plan, project agreement or maintenance contract. The available support channels and coverage period are those confirmed to you in writing; we do not offer round-the-clock support unless it is explicitly stated in your agreement.

Support generally covers usage guidance, configuration assistance, error investigation and defect resolution in the software we supplied. It generally excludes issues caused by customer hardware, local network or internet problems, third-party service outages, unauthorised modifications, or requirements outside the agreed scope. Such work may be quoted as additional service.

3.1 Maintenance & Updates

We release updates, patches and improvements from time to time. Where a maintenance arrangement is in place, eligible updates are applied within the terms of that arrangement. Major version upgrades or new modules may be chargeable.

3.2 Bug Fixing

Reported defects are reviewed, reproduced where possible and prioritised based on operational impact. Critical issues affecting live business operation are handled with priority within our available support coverage. Customers are requested to report issues with clear details — the module, steps taken, expected result and any error message or screenshot — as this materially shortens resolution time.

3.3 Feature Requests

Customers may propose new features or workflow changes. Requests are evaluated for feasibility and general usefulness. Some may be included in a future product release; others may be delivered as chargeable customisation. We do not commit to delivery dates for requests that have not been formally quoted and accepted.

4. Service Delivery

Delivery timelines are estimated during requirement discussion and confirmed in the quotation or agreement. Timelines assume timely feedback, content, data and approvals from the customer. Delays in receiving required inputs, or changes to scope after work has started, may shift the delivery schedule and, in some cases, the cost.

5. Customer Responsibilities

For smooth delivery, customers are expected to:

• Nominate a focal person authorised to give requirements, feedback and approvals
• Provide accurate business data, product information and opening balances
• Arrange required devices, printers, scanners, internet connectivity and electricity at operating locations
• Make staff available for training and testing sessions
• Hold and maintain their own accounts with third-party providers where integrations are used
• Keep login credentials secure and manage user roles responsibly
• Settle payments as per the agreed schedule

6. Service Availability

We aim to keep services stable and accessible. Availability can be affected by hosting infrastructure, internet connectivity, third-party services, power supply, customer-side device issues and events beyond our reasonable control. Unless a specific availability commitment appears in your written agreement, we do not guarantee uninterrupted service.

7. Scheduled Maintenance

Planned maintenance is generally scheduled during lower-activity periods, and affected customers are informed in advance where practical. Urgent maintenance required to protect system stability, security or data may be performed without prior notice.

8. Service Limitations

Our services do not include:

• Accounting, audit, tax filing or legal advisory services
• Responsibility for the accuracy of data entered by customer users
• Repair or supply of customer hardware unless separately agreed
• Guarantees regarding third-party service performance, pricing or policy changes
• Any module, feature or integration not included in the agreed scope

9. Communication & Support

Service communication is handled through the channels shared with you at the start of the engagement. To keep records clear, we recommend that scope changes, approvals and formal requests be sent in writing. Self-help guidance is available in our Help Center, and common questions are answered in our FAQ.

10. Cancellation / Termination

Subscriptions and ongoing services may be cancelled by written notice, subject to the notice period in the applicable agreement. For projects, termination is settled on the basis of work completed, deliverables handed over and costs already incurred. Refund eligibility, where any, is governed by our Return & Refund Policy. On closure, customers are advised to export any data they need while access remains available.

11. Contact & Support

To discuss a requirement, request a demo or raise a support matter, please use the contact details on our Contact page.