Getting support

Applies to ProQuranTutor Professional, all versions.

Support is handled in the customer portal, where a ticket is attached to the licence it is about and only your academy can read it.

What is included

Twelve months of Standard Support from the day your licence is issued. We aim to respond within two business days; that is a target we hold ourselves to and deliberately not a service level agreement.

Opening a ticket

From inside ProQuranTutor, the Support screen has a button that takes you to the right place. You will be asked to sign in first, every time: that link identifies an installation, it does not authenticate anybody, and it never will.

You can also sign in to the portal directly and open Support.

Both the Owner and the Technical contact may open and reply to tickets.

The support report

ProQuranTutor's Support screen can produce a support report: a JSON file describing the installation, its versions, its licence status and its recent health checks. It redacts passwords, secrets, tokens, keys and every email address before you see it.

Attach it to the ticket. It usually saves a day of back-and-forth, and it is the only kind of file a ticket accepts alongside plain text.

Never paste a password, a key or a database dump into a ticket. We will not ask for one, and we do not need your academy's records to fix a licensing or update problem.

When support lapses

You cannot open a new ticket until it is renewed. Every ticket already open carries on normally until it is closed, and your whole history stays readable. We do not end a conversation halfway through because a date passed.