Change Request Policy | EISdigital.com

Updated on: 05-Mar-2022 (previous version is available here)

The following Terms and Conditions - describe our practices through our mobile app and our software made available through the website (collectively, the “Service”).

Our relationship is governed by the EISdigital.com Legal and Policies, and may further be governed by separate additional terms (mentioned on proposal/agreement/quotation/invoice).

Terms Meaning

"EIS" or "EISDIGITAL" or "WWW.EISDIGITAL.COM" is an edtech product/website/service owned by company EZEON TECHNOSOLUTIONS PRIVATE LIMITED(aka "EZEON TECHNOLOGIES^®" or EZEON), 63, Zone-1, M.P. Nagar, Bhopal-462011, Madhya Pradesh, India, which is registered under COMPANIES ACT 2013, Ministry of Corporate Affairs, Government of India
The Terms “WE”, “OUR”, “US” refers to EISDIGITAL. And “COMPANY”, “FIRM”,“ORGANIZATION” refers to EZEON. In some cases "EISDIGITAL" may be referred as COMPANY in this document.
User means any person or entity who is visiting/browsing/using our app/website/erp, taking our services and using our products. Also referred as Customer/Client/Student/You.
The term "SCHOOL", "COLLEGE" or "INSTITUTE" or "INSTITUTION" or "TRAINING CENTER" or "COACHING CLASS" or "COACHING CENTER" or "COACHING INSTITUTE" or "TRAINING INSTITUTE"- all refers to the company/firm/organization delivering the training service. They are EISdigital customers
The Term "SERVICE" refers to the EISdigital and its features provided to manage the training related activities. The Service is designed to help our clients like instructors or training institute or school to use a range of learning/management tools with a closed group of their students, and to help instructors share their instructional content with their students and with others.

Overview

EISdigital is a SaaS based product, offers the learning and management tools - for educational institutions like Schools/Training Centers.
Discloser: This product access is available to schools/institutes through - (a) use our official domain and mobile app, (b) white-labeled domain/subdomain and mobile app own by institution. In both the cases primary backend services for mobile app are interacting to EISdigital.com domain/subdomain over secure communication (end-to-end encrypted). Also the data or content is stored safely as per the industry standard practices. Check our security practices here
We limit the information we collect or maintain, how we use it, and who we share it with, to what is needed for this educational service purpose.
Our business model is simple(SaaS and B2B) – We provide annual subscription to School/Institution/Coaching Academy to manage their student, learning and related training operations. We DO NOT charge to any student. The student/parent/institute-backoffice/institute-admin they all belongs to specific School/Institute. We are not in the business of selling information to third-parties, or of marketing or advertising for third-parties.
We apply data-protections for students under age 13 to address COPPA requirements, but almost all protections that we apply to child students we also extend to teen and adult students.

1. About the app

The EISdigital is All-IN-ONE integrated software helps you to TEACH, MANAGE & GROW the Training Institute. Streamline information management and align for better and quick decision making. It's ERP grade SaaS, EdTech solution perfectly fit for ONLINE / CLASSROOM / BLENDED learning models, with institute's mobile app.
The core features of the app includes Student Management, Learning Management, Fees Management, Attendance Management, Live Classes, Placement Management, HRM, Payroll, Communication and related features.
The intended users (belongs to school/institute) of the app are -
1. Student - for learning activities
2. Teachers (K-12 teachers, professors, corporate trainers) - for teaching
3. Parent/Guardian - for monitoring the students performance and related activities
4. Backoffice office team - for handling the business operations
5. Admin - for handling the global permissions, reports and analytics
Age Requirement: There is no specific age restriction to use our product/services. For Child Student its strongly recommended to use and monitored by parent. We take care of Child Student;COPPA policies.

2. SaaS Product Model

Software as a Service (SaaS) is model where the software is available to its users as a service, through subscription. The SaaS provider host it centrally and its user can access from their personal devices(like web browser / mobile app / or similar thin client) without any local installation. SaaS model is considered to be part of cloud computing. EISdigital is a SaaS based product.

Benefits:
The client is free from the technical burden like hardware, server, network, installation, maintenance, update, license and many other challenges. Client just need internet to access the software. Another major advantage is its cost-effective and affordable.

Limitations:
SaaS products are not flexible for customization. Because its developed and hosted centrally and shared by all users. The common and small change/features for all users are somehow easier to incorporate, however client-specific features are difficult or limited or sometime impossible to incorporate.

3. Change Request:

We may develop some features exclusively for the client-specification are called Change Request(CR). Any change in existing product (even the smallest; including add a comma/space/label/rename/new-field/new-feature/new-module/color-change/size-change/image-change/layout-change/formatting-change etc) is part of Change Request.

We provide separate quotation/email (or a separate section for CR in existing quotation) containing - Requirement Overview, Estimated Development Days, Development Cost, Payment Schedule, Discount, Tax and other related details
We strive our best to make the CR development and rollout on time, however we cannot assure for timely release and perfect-fit-to-specification(during the initial release). New features take some time to be stable and sometime multiple iterations required (its a process of development/evolution not manufacturing). There is no provision for any compensation during service-delay or errors.
The developed-CR is usable by client till their subscription is continue. Once their service is closed/discontinue, changes/features cannot be given or accessible (in any form) to the client.
As described in previous section CR has certain limitation to incorporate and depends on various factors like : compatibility with existing data-structure, impact on other existing-functionality etc. The feasibility section describes in depth about it. Due to these limitations the Company may accept or reject the client-proposed CR.
The CR developed for a customer may be available to other customers either free or paid. The company hold the rights to reuse the CR with other customers(if usable).
Sometime some common CR requested by multiple client may be freely developed and available. However we cannot promise for any deadline and not bounded for the same. Only in paid CR we provide approx deadline.

5. Feasibility

Making any change in product are depends on many aspects as described below :

Compatibility with existing data-structure
The impact of change in existing system
Value proposition the change is offering in terms of the product life and vision
Impact on non-functional aspects like security and performance
Generally, making small change to existing feature/module is somehow feasible. Whereas bigger changes are not feasible
Adding new exclusive modules(from the scratch) is feasible instead of modifying the existing feature/module
If customer feels that there are too many changes required throughout the system then SaaS based software is not fit for your use-case. Instead you must go for custom-developed software exclusive for your specification. Or you can ask us to make those CR to best fit for you and host in your own-server (this approach is costly : approx 100x of existing plan and other monthly recurring expense).

5. Process

We follow certain rules as below while dealing with CR, and the client must have to comply with them

The CR must be send by client in written email having complete and descriptive requirement. Would be better to provide some reference/screenshot.
If possible - it's always great to identify the necessary CR during the evaluation/trial period (before purchase). You can discuss the same with our experts and its feasibility to develop. During the initial sales discussion we will confirm its acceptability or rejection.
Our project expert takes 7-10 days to response your CR email/discussion. We understand its a slow process but internally we have to discuss your CR with multiple entities involved and go through the final assessment before answering you.
We may need multiple discussion before requirement-finalization of your CR.
After CR requirement finalization our team provides the CR-Quotation/Proposal with costing, approx timeline and advance payment options. You have to make the advance payment to start working on CR. You can check the Return and Refund Policy related to CR.
CR is a software development which is why we expect from customer to understand our Software Development Lifecycle(SDLC) process.