Support Policies

Item support is a service provided by Edubooking through the Edubooking Website. Having support for your purchased item means that the team will be available to you, the buyer, to iron-out any potential issues you have in using the item.

This page will tell you all about what you can expect from the Edubooking support team who sell supported items. Here’s a summary:

Managing buyer support requests can become quite a task for Edubooking who sell to many schools. To maintain a sustainable market, we’ve set out what is and isn’t included in supported items from the Edubooking website. This helps us spend more time doing what we do best — creating great new items and keeping our existing items up to date.

Read the item documentation first

Many support queries and technical questions will already be answered in the support tickets. We also make sure that all the items sold on the Edubooking Website have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider whether the Edubooking support team might be able to help.

What’s included in item support

The item support period

All supported item includes item support for 1 year from the purchase date. During those 365 days, Edubooking is available to provide the item support services we’ve set out on this page. Response times by Edubooking can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided.

Answering questions about how to use the item

During the item support period, the Edubooking team is available to answer your general questions about the item and how to use it. For example, how to add a course? The response to this type of question can come in various formats including directing you to an already documented response.

Answering technical questions about the item

During the item support period, the Edubooking team is available to:

  • Answer your specific questions about the features and functionality of the item.
  • Provide some guidance on the way the item is designed.
  • Help you with issues related to using the item and getting the most value out of its functionality. Such as how they work and other technical questions.

Help with defects in the item or included third party assets

During the item support period, you can report and discuss bugs and minor item defects with the Edubooking team, and Edubooking team is available to assist you with reported bugs. If appropriate, Edubooking may issue bug fixes directly to you as part of item support. (If Edubooking team decides to address a bug fix through a general version update, that update will be available to all buyers.)

A supported item may include third party functionality or items from another Edubooking item such as plugins, image sliders, WordPress or contact forms. During the item support period, the Edubooking team is available to assist with questions about third party assets, and to either help you to address issues with the third-party asset or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If a supported item includes a third-party asset (e.g., a plugin), or is intended to work with third-party software or platforms (e.g. CMS), Edubooking is ensuring the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by the Edubooking and enables our Edubooking team to maintain their items in these ways.

What’s not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style, and functionality described on the item page. The Edubooking team does not provide support for any customization made by buyers. We highly recommend you discuss the customization you want to achieve with the Edubooking team before you move forward with alterations.

Installation of the Plugins

Buyers have varying levels of experience with different software platforms and technologies. Getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have PHP and WordPress working knowledge to work with the software installation.