Quick Fix Fair Use Policy

This Policy makes clear the circumstances under which the Quick Fix Promise Fair Use Terms will be considered breached. By contracting with e-Learn Design, you acknowledge that you will be held to the terms of this Policy.

What is the Quick Fix Promise?

For all of our new hosting clients, we include some basic Moodle support. In short, if we can fix it in 15 minutes or less, you get it for free. This covers:

  • Problems with bugs after migration, installation or integration
  • Minor issues experienced during or after hosting setup of Moodle or IOMAD
  • Core Moodle problems experienced due to upgrades or community improvements

Issues caused by client-implemented modification, third-party customisation, give-it-a-go efforts or a breach of our Fair Use Terms will incur a charge. You will always be notified upfront of any cost, and your written acknowledgement will be required before work can start.

If the problem is larger than the QFP timescale can accommodate, we’ll let you know what it will cost based on how long it will take. If an official support contract would be more appropriate, we’ll find you a cost-effective option that suits.

Quick Fix Fair Use Terms

The Quick Fix Promise is not designed to be used in place of an official Support contract, Consultancy agreement or Startup bundle. The majority of our clients enjoy our QFP in good faith, but for the avoidance of doubt, the following would be a breach of our terms and will incur a charge that must be paid before accessing further support:

  • Repeated tickets raised (potentially through different channels) asking a series of questions that appear to be designed to avoid paying for official support hours

  • Repeated tickets raised (potentially under different names) asking a series of questions that appear to be designed to avoid paying for official support hours

  • Repeated contact made (potentially through different channels / under different names) asking a series of questions (potentially based on answers already provided) that appear to be an effort to avoid paying for official support hours

Quick Fix FAQs

The QFP is basic Moodle support, offered to all new hosting clients. In short, if we can fix it in 15 minutes or less, you get it for free!

The QFP covers bugs and snags after migration, installation or integration, as well as any core Moodle problems experienced due to upgrades or community improvements.

If there are issues caused by client-implemented modification, third-party customisation, or a breach of our Fair Use Policy, a fix will incur a charge.

If a fix will take longer than 15 minutes or doesn’t fall under the QFP remit, and you don’t have an official support agreement in place, you’ll be charged at the non-contract rate for the time it takes.

No. We aim to respond within 24 working hours, but there is no official timescale for resolution. If you want the prioritisation (and speed) of an SLA, then you’ll need to pay for an annual support agreement.

No. If you’re an ELD hosting client and your issue falls under the QFP remit, a call will not be necessary for a fix. If you want a call for any other reason, however, you can book them as part of an official support agreement or they can be organised ad-hoc for a fee via any of our contact options.