Edara Care

Product defects and customer changes

Fixing a confirmed Edara software defect does not consume your Care allowance. Customer-requested changes or work on your configuration may consume time, even when you describe the request as a problem.

1. 1

   What counts as a product defect?

   A defect is a confirmed failure of an Edara product feature to behave as intended. For example, if a supported feature fails because of an error in Edara's software, correcting that defect is product support work and should not reduce your Care balance. Report the steps, expected result, and actual result to help establish the cause.

2. 2

   What counts as requested work?

   Changing settings, adding content, modifying a working setup, migrating data, and performing custom work may use Care time when in scope. For example, changing who receives an email notification is configuration work; it is not a product defect simply because the previous recipient is no longer appropriate.

3. 3

   When the cause is not yet clear

   An issue can initially look like a defect but arise from customer configuration or a requested customization. Ask Edara to explain the classification, the work proposed, and any expected use of your allowance. Do not assume every troubleshooting request is free, or that every reported problem is billable.

4. 4

   Keep separate tasks clear

   A request may contain both a defect report and a new change. For example, correcting an Edara error and then adding new page content are separate tasks. Ask for a breakdown so the defect fix is not deducted from Care while eligible requested work is recorded clearly. Raise any disputed deduction with Edara for review.