RC1 private pilot
Support & updates
A summary of the support scope, SLAs, and update policy for the RC1 private pilot. Full source-of-truth is SUPPORT-AND-UPDATE-POLICY.md in the documentation pack you receive at purchase.
Support scope
Included with every paid license:
- Installation help when the EduNova ZIP fails to install on a supported Moodle 5.x site.
- Theme activation help when Site administration → Theme selector → EduNova fails.
- Configuration questions about documented settings.
- Genuine bug reports in EduNova-provided files.
- Documentation requests.
- Compatibility confirmation when Moodle 5.x ships a point release.
NOT included (any tier):
- Custom Moodle development, plugin development, activity-type implementation.
- Third-party plugin styling guarantees.
- Server administration (Moodle, PHP, database, web server installation / tuning).
- WCAG conformance certification (commission an independent audit if you need it).
- Content entry / course authoring.
- Page Builder / Mega Menu / drag-and-drop editor work — those features are not in EduNova and we don't build them as one-off customisations.
- Bypassing the theme's safety model via the Custom CSS escape hatch.
Response time
| First-year support (included) | 3–5 business days · Dedicated support email |
| Renewed support ($49 / year) | 1–3 business days · Dedicated support email |
| No active support | Best-effort via public documentation |
Refund
14 days from purchase, full refund, no questions asked. Conditions: you have not yet received the optional $99 installation service (or it's documented and refundable pro-rata), and you uninstall EduNova from your Moodle site after refund.
Update policy
- Bug-fix updates: as needed. Critical bugs shipped within 7 days; non-critical within 30 days.
- Compatibility updates: Moodle 5.x point releases are re-tested within 14 days; any compatibility fix ships within 30 days.
- Feature updates: roughly every 2–3 months at the owner's discretion.
- Major-version bumps (e.g. 1.x → 2.0): announced 30 days in advance.
Severity
| Severity | Initial response target |
|---|---|
| Critical — install fails, white screen, fatal PHP error | 1 business day |
| High — documented feature does not work as described | 2 business days |
| Medium — visual / UX issue that does not block use | 5 business days |
| Low — documentation typo, copy refinement, suggestion | best-effort, batched |
How to request support
- Email the dedicated support address (
support@edunova.ghamrawy.com). - Include: EduNova version, Moodle version + build, the exact setting path you configured, expected vs observed behaviour, 1–2 screenshots if visual, browser + OS if browser-specific.
- Do not include credentials in the email body. Use a secure password share if temporary access is needed.
Status
This is the RC1 private-pilot summary. The canonical document is SUPPORT-AND-UPDATE-POLICY.md bundled with the EduNova RC1 documentation pack.