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Support Options

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OsDot Solutions offers two support options for Academy & Exam OS. Your choice affects personal technical support only. It never affects the software licence of your installed product or your access to the normal product downloads and updates.

Your licence does not depend on support #

The software licence you purchased is a perpetual usage licence under the terms of your edition (see LICENSE.html in your download). Priority Support is a separate, optional plan. When a Priority Support period ends, or if you never buy it:

  • the software licence continues;
  • the installed software continues to work;
  • licensed software downloads and updates remain available through the normal product download;
  • only the Priority Support entitlement ends.

Nothing in the software checks your support status.

Self-Service — included, no charge #

Included automatically with every licence, without time limit:

  • the perpetual software usage licence;
  • the customer documentation, in your download and on this site;
  • the normal software updates made available to licensed customers through the product download in your OsDot account;
  • applicable critical security and product-defect fixes, as published by OsDot Solutions.

Self-Service does not include personal technical support, custom development or server administration.

Priority Support — optional, yearly #

An optional yearly plan (USD 97 per year at the time of writing) that you may add, renew or let lapse at any time. It is never required. While it is active, it adds:

  • personal technical product support through the OsDot Solutions support channel;
  • priority handling of your requests within the approved support scope;
  • help with standard product installation, configuration and update issues within that scope.

Priority Support does not include custom development (offered separately as a quoted service), server administration, third-party hosting administration or unlimited consulting.

See Academy & Exam OS Priority Support for current terms and to purchase.

Out of scope for both options #

  • Your hosting, DNS, e-mail deliverability and TLS certificates.
  • Third-party services you connect (AI providers, Google, SMTP, payment providers) and their fees.
  • Publishing the mobile app under your own developer accounts (offered as separate services).

Reseller / White-Label edition #

If you resell Academy & Exam OS, you support your own customers. OsDot Solutions supports you under the option you chose, not your customers. When you contact OsDot, reference the original package name and version even if your edition carries another name.

How to get help #

  1. Search this documentation, starting with Troubleshooting & FAQ.
  2. Use the OsDot Support page.
  3. Include in your request:
    • your product version (from the VERSION file or About Academy & Exam OS in the staff menu);
    • your edition (Single Site, Multi Site or Reseller / White-Label);
    • for installation problems, the relevant lines of Web/storage/install/install.log (it contains no secrets).

To report a suspected security vulnerability, use the support channel rather than a public forum, and include the product version and steps to reproduce.

Related documents #

Watch the Video Tutorial #

This topic is also covered in Academy & Exam OS Video Tutorial 12: Updates, Backups, Security & Support (watch on YouTube). All Academy & Exam OS video tutorials.

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