Official Support & SLA Policy

Dedicated Human Support for Your Exam Engine

We are here to help you succeed with EduElite & Exam Frame. Review our transparent support coverage, SLA response times, and 12-month update policy below.

Raise a Support Ticket help@eduexpression.in

Included vs Excluded SLA Response Table 12-Month Updates & Renewal Support FAQs

Support Mode

Ticket & Email

Logged & tracked for quality assurance

Response Time

1–5 Business Days

Prioritized by issue severity (SLA)

Eligibility

Active License Only

Valid support window or active renewal

What's Included in Support

Standard Technical Assistance

✓
Installation Support: One-time free installation on cPanel/Plesk (1 Domain).
✓
Bug Fixes: Resolution of verified errors or issues in the core software code.
✓
Configuration Help: Assistance with SMTP (Mail) and Cron Jobs setup on your live server.
✓
Documentation Guidance: Assistance on using built-in features via official user manuals.
✓
Updates: Security patches & feature updates during your active subscription window.

What's Excluded (Paid Services)

Outside Standard Support Scope

✕
Bespoke Feature Customization: Adding new features, custom exam rules, or UI redesigns (available as a separate paid service).
✕
Localhost Installations: We do not support localhost (XAMPP, WAMP, Laragon) setups due to local environment variations.
✕
Third-Party Code Modifications: Issues caused by changes made to the core source code by your own developers.
✕
Data Entry & Question Uploading: Manual typing or uploading of your institute's question banks.

Need a custom feature built? Request Customization Quote →

Server Access Requirement for Self-Hosted Portals

Since EduElite is a self-hosted product, our engineering team may require temporary cPanel / SSH / Admin access to investigate server-specific issues. Please create a temporary support account for us and delete it once your ticket is resolved.

Service Level Agreement (SLA)

Response & Resolution Timelines

All support tickets are categorized and resolved based on operational severity:

Priority	Description	Initial Response	Target Resolution
Critical	Site down, Login or Payment gateway failure	Same Day	1–3 Business Days
High	Major feature broken (Results / Live Exams)	1–2 Business Days	2–5 Business Days
Normal	Minor bugs, Cosmetic UI issues, General queries	1–5 Business Days	As per Support Queue

Note: SLA timelines exclude Sundays and Indian Public Holidays. Existing license terms apply.

Updates for 12 Months • Continue After Renewal

Updates & Support Renewal Policy

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 without any remote lock—only new updates and support pause until renewal.

Stage 1 • Included Window

Within 12 Months

Regular releases & SLA ticket support

Updates✓ Included

Support✓ Included

Plan: Included with Purchase

Stage 2 • No Renewal

After 12 Months

If you choose not to renew immediately

Updates✗ Paused

Support✗ Paused

✓ Software remains usable (No lock!)

Stage 3 • Active Extension

After Renewal

Flexible extension whenever you need

Updates✓ Active

Support✓ Active

Plan: Support / Support + Updates

Important Renewal Rules

Need to Renew Your Support or Upgrade to the Latest Release?

• Updates & Support are available only with an active renewal window.
• No renewal = no new updates/support, but your software keeps running forever (no remote lock/shutdown).

Renew Support + Updates →

Clear Answers

Frequently Asked Support Questions

1. I want a specific feature added. Is it free?

No, new feature development is considered Customization and is a paid service. Please visit our Customization page for a quote.

2. Do you offer support via WhatsApp or Phone?

We use WhatsApp/Phone (+91 - 8881642322) strictly for Sales inquiries. To maintain quality and logs, all technical support is handled strictly via our Ticket & Email System (help@eduexpression.in).

3. Can you help if I hosted it on a local computer?

We do not support localhost (XAMPP/WAMP/Laragon) installations due to environment variations. We support live Linux servers (cPanel/VPS).