Email support, one working day, and a clear line around it
Your licence includes a year of support from hello@alumdeck.com. Email only, answered within one working day, Monday to Friday. There is no weekend cover and no phone number, and you should know that now rather than on a Saturday.
The documentation stays public and free forever, whether or not your support year is still running.
What support covers, what it does not, and where to go instead
Support covers
- Installation problems on a host that meets the published requirements
- Bugs in AlumDeck, with a fix or a workaround
- Questions about how a module is meant to work
- Problems applying an update during your year
- Licence key and download problems
- Telling you plainly when AlumDeck cannot do the thing you need
Support does not cover
- Custom development, new features or design work to order
- Your host's own faults: downtime, mail delivery, expired certificates
- Teaching PHP, Laravel, MySQL or cPanel
- Writing your content or planning your alumni programme
- Moving data in from a spreadsheet or another platform
- Anything broken by changes you or your developer made to the code
Where to go instead
- Your hosting company, for anything on the server side
- The documentation, for how-to questions at any hour
- Any Laravel developer, for customisation and data loading
- The FAQ, for licensing, data ownership and renewals
- Us anyway, if you cannot tell which side of the line a problem falls on
The questions about support itself
How quickly will you reply?
Within one working day, Monday to Friday. Most replies are faster, but one working day is the promise and the number to plan around. If your live site is down, say so in the subject line and it goes to the front of the queue.
Is there phone support or live chat?
No. Email only, and that is a deliberate limit rather than a gap we are hiding. A written thread with your error message and PHP version in it solves problems faster than a call neither of us remembers accurately.
If your institution requires a named account manager and a phone number, buy hosted alumni software. That is a legitimate reason to spend more.
What happens when the support year ends?
Tickets and new updates stop. Your site does not: it carries on running exactly as installed, with your data in your own database. Renewal buys support and updates back whenever you want them, and the documentation stays free either way.
Can I pay you to install it or build a customisation?
Not today. We do not sell installation as a service or take custom development work, because a small product that takes on client projects stops shipping product.
The install is meant for anyone who can upload a zip and create a database. Anything deeper is comfortable ground for a Laravel developer.
What should I put in a support email?
Your site address, your PHP version, who your host is, what you expected, what actually happened, and the exact error text or a screenshot. That is the difference between a real answer on the first reply and three days of us asking questions back.
Email a person, not a ticket robot
hello@alumdeck.com reaches the people who build AlumDeck. Presale questions are answered too, and asking one does not put you into a sequence.
Support is included for a year with the $49 licence, and the documentation is free to everyone forever.