Support Policy
For Exam Frame – Open Source Exam Engine • help@eduexpression.com
Channels
Ticket / Email only
SLA
Response 1–5 working days*
Subscription
Active support plan required
✔ Included Support (DO’s)
- Support via Ticket / Email only
- Response: 1–5 working days
- First installation free (1 domain)
- Bug fixes for core features
- Mail, cron & server config help
- Security patches in update window
✖ Not Included (DON’Ts)
- Content/syllabus setup
- 3rd-party code issue
- Offline install / no internet
- Free UI/UX redesign
- Incompatible hosting
Service Levels (SLA)
| Priority | Example | Initial Response | Target Resolution |
|---|---|---|---|
| P1 – Critical | Production down, login/payment failure | Same Day | 1–3 Business Days |
| P2 – High | Major feature broken for some users | 1–2 Business Days | 2–5 Business Days |
| P3 – Normal | Minor bug, configuration help | 1–5 Business Days | As per Queue |
*SLA excludes Sundays/public holidays and applies to active subscriptions only.
📦 Hosting Requirements
- PHP 8.1+, MySQL/MariaDB with required extensions
- SSH/Composer preferred; cron jobs enabled
- Valid SSL (HTTPS), writable storage, SMTP configured
- Shared/VPS must allow long-running scripts
Unsupported hosting excluded from free support.
🧭 How Support Works
- Submit ticket/email with details
- We assign priority (P1–P3)
- Fix/patch or guide provided
- Closed after your confirmation
⚠️ Access & Security
- Share credentials via portal only
- Use staging for risky updates
- Rotate credentials post-fix
- No card/payment data stored
💼 Support Subscription
Active subscription required post-installation. One free install per license.
- Standard: 6 months
- Extended: 12 months
- Updates: free 2 years from purchase
❓ FAQ
Is design or branding change part of free support?
No. UI/UX customization is paid.
Can you fix issues after third-party changes?
Not in free support. Paid help available.
Do you support offline installations?
No. Internet required for setup/updates.
Is hosting selection included?
We guide requirements, purchase is yours.