Clear standards for project engagement, pricing, product updates, client confidentiality, support, security, communication, and scope management across Sphereka ERP and professional services.
Effective: 20 July 2026Last updated: 20 July 2026Published by Sphereka
Company Policy
Professional standards across every engagement.
Sphereka applies the following policies to maintain transparent commercial relationships, dependable delivery, secure systems, and consistent service standards. These published policies apply unless an approved signed document expressly states otherwise.
01
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.
02
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.
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.
04
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.
Sphereka may provide anonymized use cases or summaries.
Client contact details are shared only with explicit written consent.
Access to client information is limited to authorized Sphereka personnel when required for implementation, support, maintenance, security, or legal obligations.
Sphereka does not sell client contact details, contracts, or operational information.
Confidential information remains protected unless the client gives clear written authorization for a specific disclosure.
05
Demo Access & Evaluation Policy
Demo access is provided strictly for evaluation and demonstration purposes.
Demo environments contain dummy data only.
Demo environments are not intended for real business use.
Demo environments 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.
06
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 and are subject to additional fees.
Where included in the selected package, Sphereka e-learning resources are available separately from the number of contracted live training sessions.
07
Support Policy
Official support hours: Sunday to Thursday, 9:00 AM–6:00 PM Jordan Time.
Non-urgent requests must be submitted by email to info@sphereka.com.
Urgent issues are handled as defined in the applicable 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.
Issues caused by client devices, connectivity, browser settings, credentials, or third-party services are investigated but are not automatically classified as Sphereka system faults.
08
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 or rescheduling based on availability.
Continued delays or missed meetings may require re-booking and reconfirmation.
This policy supports efficient time management and fair scheduling for all parties.
09
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 be escalated to management.
It may result in delayed responses.
It may result in the temporary suspension of services.
10
Customization & Custom Solutions Policy
Any customization or custom solution is scoped based on client requirements and priced according to effort, complexity, and impact.
Customization details are clearly defined in the quotation and 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, and may result in revised timelines and updated pricing.
No additional features or changes are implemented without formal approval.
11
System Infrastructure & Security Policy
Each client is hosted on a fully separated virtual server environment.
Client environments are isolated from other clients.
Client environments are highly secured.
Client environments are configured according to best practices for performance and data protection.
Demo environments are completely separate from production environments.
Backup frequency, retention, capacity, and infrastructure specifications are determined by the selected package or signed infrastructure agreement.
12
Scope & Change Request Policy
Any work outside the agreed scope requires:
A written change request.
A scope, timeline, and cost assessment.
Formal approval.
No out-of-scope work begins without written approval.
13
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 follow-up.
14 / Final Statement
Clear policies support stronger partnerships.
These policies exist to protect service quality, system integrity, and long-term collaboration. Sphereka may update these policies when necessary. The latest published version applies from its effective date unless a signed written agreement expressly states otherwise.
Continuous innovation
Secure and scalable systems
Clear processes and accountability
Professional, respectful partnerships
15
Prevailing Language
In case of any discrepancy between the Arabic and English versions, the English version shall prevail.
Policy Questions
Need clarification about these policies?
Contact Sphereka through an official channel. Contract-specific questions will be reviewed against the applicable quotation, agreement, and approved scope.
