Understanding eDirectory Support Coverage

At Arca Solutions, we are committed to helping you succeed with your eDirectory platform. To ensure clear expectations and efficient problem resolution, it's important to understand what is included in our standard support coverage. This article aims to clarify the types of assistance we provide, as well as common requests that typically fall outside our scope.

What Our Support Covers (Included)

Our dedicated support team is here to assist you with the core functionality and proper operation of your eDirectory software. This includes:

  • Addressing Software Bugs and Defects: If you encounter a verifiable bug or malfunction within the standard, un-modified eDirectory software, our team will investigate and work towards a resolution.
  • Guidance on Core Features: We provide assistance and explanations on how to use eDirectory's built-in features, such as:
    • Listings, Deals & Offers, Events, Classifieds, Articles, Blogging System
    • Banner Advertisements, Membership Features, Package Builder, Marketplace Feature
    • Visual Page Editor, Listing Template Editor, Photo Galleries, Videos
    • Search & Filters, Site Management, Sponsor Backend, User Backend
    • Integrated Mapping, Payment Gateways, Lead Generation, Themes
    • SEO capabilities, Analytics & Reporting
    • Multi-site Management, Newsletters, Open API
    • Email Notifications
  • Troubleshooting Technical Issues: Our approach to technical support depends on your hosting arrangement:
    • For Cloud/Hosted Clients: If your eDirectory site is hosted on our servers (shared or dedicated hosting), our team will diagnose and resolve technical issues that directly impact the functionality of your eDirectory software as part of our standard support coverage.
    • For Self-Hosted Clients: If you host eDirectory on your own server or a third-party hosting provider, we can only provide server-level technical assistance under the following conditions:
    • Root Access Required: You must provide full root (SSH) access to your server so we can properly analyze the issue.
    • Support Package or Quoted Service:
      • If you have an active annual Support Package, we can provide assistance for server-related issues affecting your eDirectory installation.
      • If you do not have a Support Package, any server-level work must be quoted in advance based on estimated hours required, and will be billed separately upon your approval.
    • Liability Acknowledgment: Before we perform any server-level work on third-party or self-hosted servers, you must acknowledge that while we will exercise professional care, we cannot be held responsible for any unforeseen issues that may arise from the server environment itself, pre-existing server configurations, or conflicts with other software on your server.

Note: We cannot provide server-level technical support for installations on third-party hosting platforms where root access is restricted or unavailable.

  • Knowledge Base and Self-Service Resources: We provide an extensive online knowledge base (support.edirectory.com) which includes:
    • Screenshots, developer tips, and video tutorials.
    • Answers to frequently asked questions (FAQs).
    • Comprehensive documentation to help you understand and utilize the platform.
  • Response Times: Our support team offers 8 hours of coverage per day and typically responds to all emails within 24 to 48 business hours.

Note: For technical tickets that may involve other departments and require further investigation, we reserve the right to respond within 72 business hours or as soon as possible.

  • Access to Support Channels: You can reach our support team via email, through our online support portal, chat or with a phone call.

What Our Support Generally Does NOT Cover (Excluded)

While we strive to be as helpful as possible, there are certain areas that fall outside the scope of our standard support. Clients often request assistance with the following, which may require separate services or specialized knowledge:

  • Custom Development and Modifications:
    • Creating new features or functionalities not present in the standard eDirectory software.
    • Modifying the core code, templates, or design beyond the capabilities of the built-in editors (Visual Page Editor, Listing Template Editor).
    • Integrating third-party tools or services that are not officially supported or documented by Arca Solutions.
    • Debugging issues arising from custom code, third-party plugins, or modifications made by you or other developers.
  • Advanced Server Administration:
    • Optimizing your server environment (CPU, RAM, database performance) beyond basic eDirectory requirements.
    • Configuring or troubleshooting server-side software (e.g., web servers, database servers, caching mechanisms) unrelated to eDirectory's direct operation.
    • Resolving network connectivity issues or domain name system (DNS) problems not originating from the eDirectory application itself.
  • Data Entry and Content Management:
    • Populating your directory with listings, articles, events, or any other content.
    • Importing or migrating large datasets without using our documented tools or processes.
  • Search Engine Optimization (SEO) Beyond Built-in Features:
    • Providing personalized SEO consulting, keyword research, or link-building strategies.
    • Implementing advanced SEO techniques that require custom coding or third-party tools.
  • Marketing and Business Consulting:
    • Advice on business strategies, monetization models, or marketing campaigns for your directory.
    • Assistance with user acquisition or engagement.
  • Training Beyond Basic Usage:
    • In-depth, personalized training sessions not covered by standard onboarding or documentation.
    • Training for your end-users or staff on how to operate your specific directory.
  • Third-Party Software and Integrations:
    • Troubleshooting issues with external services, payment gateways, or APIs that are not fully managed by Arca Solutions (eDirectory).
    • Providing support for third-party mobile app store submissions or related issues (beyond generating the app files if applicable).
  • Legal or Compliance Advice:
    • Guidance on legal requirements, privacy policies (e.g., GDPR, CCPA), or terms of service specific to your business or region.

How to Get the Most Out of Our Support

When contacting our support team, please provide as much detail as possible, including:

  • A clear description of the issue.
  • Steps to reproduce the problem.
  • Any error messages you are receiving.
  • Screenshots or video recordings, if applicable.
  • The exact URL where the issue is occurring.

By understanding these guidelines, we can work together more effectively to ensure your eDirectory platform runs smoothly and efficiently, allowing you to focus on growing your online business. For needs beyond standard support, Arca Solutions also offers Customization Services and Advanced Services which can be discussed with our sales or customer success team.

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