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
🎫 Raise Ticket ✉️ Email Support

✔ 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)

PriorityExampleInitial ResponseTarget Resolution
P1 – CriticalProduction down, login/payment failureSame Day1–3 Business Days
P2 – HighMajor feature broken for some users1–2 Business Days2–5 Business Days
P3 – NormalMinor bug, configuration help1–5 Business DaysAs 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

  1. Submit ticket/email with details
  2. We assign priority (P1–P3)
  3. Fix/patch or guide provided
  4. 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

❓ 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.

This Support Policy complements our Terms, Privacy and EULA.

Updates & Support Policy

Updates for 12 Months • Continue after Renewal

Updates are included for 12 months from the purchase date. After that period, you can renew either Support or Support + Updates. If you don’t renew, your software continues to run—only new updates and support pause until renewal.

12 Months from Purchase

Included Window

  • Regular Updates (major & minor releases) for the first 12 months.
  • Ticket / Email Support available within the active window as per SLA.

Within 12 Months

Updates ✓
Support ✓
Plan: Included

After 12 Months (No Renewal)

Updates ✗
Support ✗
Software remains usable (no lock)

After Renewal

Updates ✓
Support ✓
Plan: Support / Support + Updates
Important

Renewal Rules

  • Updates & Support are available only with an active renewal.
  • Choose Support only or Support + Updates as per your needs.
  • No renewal = no new updates/support. Your software keeps running (no remote lock/shutdown).
Renew Support + Updates Read Full Support Policy

Note: SLA excludes Sundays/Public Holidays. Existing license terms apply.