eduTrac SIS Support

Getting support for eduTrac SIS is easy, whether from us, or from the broad community of eduTrac SIS users and contributors.

Community Support

The knowledgebaseforums, and other resources are operated and moderated by the eduTrac SIS community.

Commercial Support

Commercial support is available for mission critical as well as non-mission critical installations.

What Does Commercial Support Cover?

Debugging and Error Correction

If you experience an error, we work to reproduce it, and fix it or provide a workaround – all within the agreed SLA time. All fixes are incorporated into the next minor release.

Security Notifications

Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution as quickly as possible.

Assistance with Installation and Deployment

We make sure your installation goes as smoothly as possible. With our help, you can quickly clear up any installation related conflicts, errors, and get up and running in now time.


eduTrac SIS updates as well as updates to the documentation are available on this here on the support center website. Software updates occur once a quarter.

Which Support Level Is Right for Me?

Basic SLA

Suitable for non-critical eduTrac SIS deployments where longer service level agreements (SLAs) are acceptable and quick fixes for production deployments are not required.

Professional SLA

For production deployments of eduTrac SIS, or wherever priority case handling is required. It includes faster response times and expedited solutions for critical production issues.

Enterprise SLA

For mission-critical deployments of eduTrac SIS that require the top most level of support with the fastest response times and solutions across live chat or web inquiries.

  Basic Professional Enterprise
Support Hours Business Hours (EST) 10:00 AM - 6:00 PM (EST) 10:00 AM - 11:00 PM (EST)
Response Time 8 hrs 2 hrs 45 minutes or less
Online Ticket System Yes Yes Yes
Live Support Chat No No Yes
Bug Fixes No Yes Yes
Support for 3rd Parties
(WordPress, Moodle, Zurmo, osTicket, PHPList)
No Yes Yes
Community Forums Yes Yes Yes
KnowledgeBase Yes Yes Yes
Group Discussion Lists Yes Yes Yes
Software Updates Major and Minor Major and Minor Major and Minor
Monthly Subscription * $160 $250 $375
Buy Now Buy Now Buy Now

*This is the price per instance. An instance consists of one production system and one dev system.

Billable Hours

Type Cost
Phone Support $60/hr
** Data Cleanup/Fixes $125/hr
Zoom Based Training $80/hr
Saved Queries $80/hr
Custom Screens/Custom Coding $90/hr

You will receive an invoice at the end of each month which will include time spent and lined items of the work that has been done.

** Known errors/issues with an upgrade or code change will be fixed at no cost to the customer/client. Also, this is included in the Professional and Enterprise SLA’s.

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