To take advantage of these improvements and submit your service request or report a bug, kindly raise a ticket through [email protected].
Our primary goal is to make your interactions with our support team more efficient, seamless, and productive. These new SLA guidelines are designed with your needs in mind, ensuring that your requests are addressed with the utmost care and speed.
For Service Requests:
1. ID Card Request:
- SLA: Per ID Card - 5 Working Days
- We'll need:
- ID Card Design.
- Elements of Design (background image, logo, dimensions if required, barcode).
- Fixed Data to be shown on the ID card.
- Filled format of the ID card.
- Please mention if the ID cards are for Staff, Students, or Parents.
2. Request for Certificates:
- SLA: Per Certificate - 5 Working Days
- We'll need:
- Certificate Card Design.
- Elements of Design (background image, logo).
- Fixed Data to be shown in the Certificate.
- Filled format of the Certificate.
3. Request for Report Card Design:
- SLA: Each Report Card - 15 Working Days
- We'll need:
- RC Card Design.
- Elements of Design (background image, logo, Instructions, publishing Dates, etc.).
- Exam Definition.
- All Calculations involved in the Report Card.
4. Request for Hall Ticket Design:
- SLA: 5 Working Days
- We'll need:
- Hall Ticket Design.
- Elements of Design (background image, logo).
- Exam Dates (Start and End Date subject-wise).
5. Request for Admission Form:
- SLA: 10 Working Days for each form
- We'll need:
- Fields to be added in Form.
- End Application Form.
- Steps in Form (Single form or Multi{Two Step}).
- Mandatory fields in each form.
- Mail/SMS formats with DLT.
- Fees if any with Fee head name.
- Filled format of the form.
- Please make PG done for the same.
6. Request for Other Form:
- SLA: 5 Working Days for each Form
- We'll need:
- Fields to be added in Form.
- Elements of design, if any (background image, logo).
- End Application Form.
- Mandatory fields in each form.
- Mail/SMS formats with DLT.
- Fees if any with Fee-head name.
- Filled format of the form.
For Bug Reports:
7. RC Issue:
- SLA: 2 Working Days
- We'll need:
- Screenshot of the Report card where the issue is.
- Exam Name.
- Class.
- Student Name if any specific.
8. Hall Tickets Issue:
- SLA: 1 Working Day
- We'll need:
- Screenshot of the issue.
- Exam Name.
- Class.
- Student Name if any specific.
9. Admission Form Issue:
- SLA: 2 Working Days
- We'll need:
- Screenshot of the error.
- Specific Class name if applicable.
- Specific Student Name if applicable.
10. Other Bugs:
- SLA: 2 Working Days
- We'll need:
- Screenshot of the bug.
- Please mention specific classes, student names if any, and the specific module where the issue is (Parent login or School).
11. Critical Bugs:
- SLA: 1 Working Day (6hrs)
- We'll need:
- Screenshot of the bug.
- Please mention specific classes, student names if any, and the specific module where the issue is (Parent login or School).
We believe that these updates will not only make our partnership more efficient but will also provide you with the top-notch service you deserve.
If you have any questions, need assistance, or would like to provide feedback, please do not hesitate to contact our dedicated support team. We are here to serve you and look forward to your continued support.
Thank you for being a part of the Edumerge community. Together, we'll achieve excellence.
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