Support

Support for software you have bought from Fetch Solutions happens in the customer portal. A ticket is attached to the licence it is about, only members of your organization can read it, and the whole conversation stays on the record for you to go back to.

What is included

Every ProQuranTutor Professional licence includes twelve months of Standard Support from the day the licence is issued.

We aim to respond within two business days. That is a target we hold ourselves to, and it is deliberately not a service level agreement: we would rather tell you what we actually do than sell you a number.

Who can open a ticket

Either of your two roles can: the Owner and the Technical contact. Support is technical work, and the person holding the server is usually not the person holding the invoice.

When support runs out

Two things happen, and only two.

• You cannot open a new ticket until support is renewed.
• Every ticket you have already opened carries on normally until it is closed, and everything you have ever discussed with us stays readable.

We do not end a conversation halfway through because a date passed.

What to send us

If the problem is about licensing, activation or updates, ProQuranTutor can produce a support report from its own Support screen. It is a JSON file that describes the installation, its versions, its licence status and its recent health checks, and it redacts passwords, secrets, keys and every email address before you ever see it.

Attaching that file to your ticket usually saves a day of questions. It is the only kind of file a ticket accepts, alongside plain text.

Please do not paste passwords or keys into a ticket. We will never ask for one, and we never need your academy's database.

What we never receive

Student, guardian, teacher, attendance, Quran and Hifz progress, homework, lesson, invoice, payment and message data is your academy's, not ours. It crosses no interface between your installation and us, and no support process asks for it.