Engagement & Project Start Policy

• Sphereka begins any project only after a signed contract is in place.
• Work starts only after receiving the first payment, as defined in the approved quotation or agreement.
• Verbal confirmations, informal messages, or preliminary discussions do not constitute project authorization.

Pricing & Discounts Policy

• Pricing is determined based on scope, complexity, effort, and business value, including long-term maintenance and support considerations.
• Sphereka maintains a fixed and structured pricing model.
• Special discounts are not offered.
• Any approved pricing exception must be formally documented and included in the signed contract.

Product Development, Updates & Improvements Policy

• Sphereka systems are continuously developed and improved.
• New features, enhancements, performance optimizations, and security patches are released on an ongoing basis.
• Update notifications will be:
  • Displayed within the system, and/or
  • Sent through official Sphereka communication channels.
• Updates are applied to ensure security, stability, and long-term product evolution.

Client References & Privacy Policy

• Sphereka follows strict client confidentiality and data protection protocols.
• Private client information, contracts, or sensitive project details are never shared.
• Sphereka may provide:
  • Client names (without sensitive data)
  • Anonymized use cases or summaries
• Client contact details are shared only with explicit written consent.

Demo Access & Evaluation Policy

• Demo access is provided strictly for evaluation and demonstration purposes.
• Demo environments:
  • Contain dummy data only
  • Are not intended for real business use
  • May be shared with multiple evaluators simultaneously
• Sphereka reserves the right to:
  • Modify, reset, suspend, or terminate demo access at any time without prior notice
• Demo environments are not guaranteed to reflect final performance, capacity, or customization.
• Access issues caused by incorrect credentials, browser settings, or user input are not considered system faults.

Training Policy

• Training sessions are limited to the scope and number defined in the contract.
• Client-side staff availability and attendance are the client’s responsibility.
• Additional or repeated training sessions are:
  • Scheduled separately
  • Subject to additional fees

Support Policy

• Official support hours:
  • Sunday to Thursday
  • 9:00 AM – 6:00 PM (Jordan Time)
• Support channels:
  • Non-urgent requests: Email
  • Urgent issues: As defined in the support agreement
• Requests outside working hours are handled on the next business day.
• Messaging apps and personal phone calls are not official support channels unless agreed in writing.

Meetings & Scheduling Policy

• Scheduled meetings must be respected and attended on time.
• Clients are responsible for ensuring availability at the confirmed meeting time.
• Delays or rescheduling requests may result in:
  • Meeting cancellation
  • Rescheduling based on availability
• Continued delays or missed meetings may require re-booking and reconfirmation.
• This policy ensures efficient time management and fairness for all parties.

Communication & Professional Conduct Policy

• Sphereka operates under clear professional communication standards.
• Mutual respect, politeness, and professionalism are required at all times.
• Continued unprofessional behavior may result in:
  • Escalation to management
  • Delayed responses
  • Temporary suspension of services

Customization & Custom Solutions Policy

• Any customization or custom solution is:
  • Scoped based on client requirements
  • Priced according to effort, complexity, and impact
• Customization details are:
  • Clearly defined in the quotation
  • Explicitly documented in the contract
• Sphereka delivers only the features and customizations explicitly stated in the approved documents.
• Any request not included in the signed quotation or contract:
  • Is considered out of scope
  • Requires a new scope review
  • May result in revised timelines and updated pricing
• No additional features or changes are implemented without formal approval.

System Infrastructure & Security Policy

• Each client is hosted on a fully separated virtual server environment.
• Client environments are:
  • Isolated from other clients
  • Highly secured
  • Configured according to best practices for performance and data protection
• Demo environments are completely separate from production environments.

Scope & Change Request Policy

• Any work outside the agreed scope requires:
  • A written change request
  • Scope, timeline, and cost assessment
  • Formal approval
• No out-of-scope work begins without written approval.

Lead & Inquiry Policy

• Submitting an inquiry does not create a contractual obligation.
• Sphereka reserves the right to qualify, prioritize, or close inquiries at its discretion.
• Accidental, incomplete, or non-serious submissions may not receive followup.

Final Statement

• Sphereka is committed to:
  • Continuous innovation
  • Secure and scalable systems
  • Clear processes and accountability
  • Professional, respectful partnerships
• These policies exist to protect service quality, system integrity, and long-term collaboration.
• Sphereka reserves the right to update these policies when necessary.
• The latest published version shall apply unless otherwise agreed in writing.

Prevailing Language

• In case of discrepancy between Arabic and English versions, the English version shall prevail.