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FAQ · grouped, with one limitation disclosure

The questions we get asked, with the answers we actually give

Eleven questions, four groups, no marketing answers. The last group lists places where we underperform — we keep that section because hiding it does not survive procurement review anyway.

Community

  • Do I need to be a customer to join the community?

    No. The public community is open and free, and roughly a third of active members are not platform customers. We moderate, we do not gatekeep by purchase status.

  • Will I be added to a sales mailing list if I sign up?

    No. Community signup grants access to the forum and the events calendar. We do not pass community contact details to a sales team. If you separately request a platform demo, that is a different signup with its own consent.

  • How is the community moderated?

    A small rotating group of moderators (named on the contact page) reviews the forum daily. The code of conduct is short and enforced. Removed posts are explained in a public moderation log, with the original author named only if they consent.

Platform

  • Is your platform suitable for organisations with under 100 process cases per month?

    Generally not. Below roughly 200 cases per month, statistical significance is limited and the dashboards become misleading. We will tell you this during scoping rather than after.

  • Do you provide a free trial?

    No. The platform requires data integration that takes effort to set up; a self-serve trial would not show useful results. We offer a fixed-fee Process Lab engagement instead, which produces a buildable plan whether or not you license the platform afterwards.

  • Which ERP and ticketing systems do you support out of the box?

    SAP S/4HANA, Oracle EBS, ServiceNow ITSM, and common mainframe environments. Other systems require an Integration Advisory Sprint to design the extraction first.

Pricing

  • Why are your prices in monthly figures rather than annual?

    Most enterprise contracts run annually, but we publish monthly equivalents because they make comparison across tiers easier. Annual contracts are billed as a single invoice; we are not running monthly direct debit.

  • Are there hidden fees or implementation surcharges?

    Implementation is a separate, fixed-fee engagement quoted before any contract is signed. Platform license figures on the listing page do not include implementation. We list the implementation duration on each item page.

  • What happens if we want to cancel?

    Cancellation terms are documented in the user agreement and the refund and cancellation policy. The short version: notice periods apply on annual contracts, and we will not pursue you for unused months that you have already paid for, but the contract is the contract.

Limits and honest answers

  • Where does FlowHarbor underperform?

    Our notebook search is rough — we have admitted this in the community. Our mobile dashboard is functional rather than beautiful. We currently tune the inspection export pack for KR regulators only, which limits multi-jurisdiction clients. We mention these because pretending otherwise would not survive a procurement review.

  • Have you ever told a prospect not to buy?

    Yes, and we document it as part of the Process Lab outcome. A meaningful share of past lab participants have proceeded without our platform. We would rather lose a fit-mismatched contract than lose the relationship over the next eighteen months.