Technical support terms
Published for the Russian-language site. In English, use the Terms of use, Student agreement and Privacy policy.
This document is published for the Russian-language version of Ednice. English-language pages use the Terms of use, the Student agreement and the Privacy policy.
1. What this document covers
This document describes technical support for the Ednice platform. It works together with the License agreement, the Public offer and the Student user agreement. Supported devices and network needs are in the System requirements.
2. Who provides support
Support is provided by individual entrepreneur Baryshev Maxim Aleksandrovich, INN 540138067670, OGRNIP 323246800002946. Details are on the contacts page. Support is delivered in the Russian Federation.
3. Who may contact us
- an author or school — about the dashboard, a live session, student access and the technical side of payment;
- a student — about sign-in, access to a purchased or granted product, the dashboard and the session room;
- a site visitor — about public pages and forms.
Questions about the syllabus, lesson quality, schedule, grading and certificates go to the author or school. If such a request reaches Ednice, we forward it to the seller and tell the requester.
4. Channels
Requests are accepted:
- by email at info@ednice.ru and support@ednice.ru — the main channel;
- by phone at +7 (933) 550-44-06.
Email is better for a fault: it keeps the details, attachments and history. The phone is for a short follow-up when a ticket already exists or logs are not needed.
5. Hours
Consultations are provided on Moscow time:
- on business days — 08:00 to 22:00;
- on weekends and public holidays — 10:00 to 20:00.
You may send email at any time. A request that arrives outside these hours is handled in the next working window. Guaranteed response times and compensation apply only if a plan or a separate service-level agreement states them.
6. What is covered
Support covers advice and fault handling for the platform:
- sign-in, registration and account recovery;
- opening the author or student dashboard, courses, webinars, consultations and analytics;
- joining a live session, camera, microphone and screen share when the device and network meet the System requirements;
- the technical side of payment, the receipt and access after payment;
- platform errors that can be reproduced in a supported browser.
7. What is not covered
- setting up the user’s computer, router, antivirus or corporate network;
- choosing, writing or reviewing the author’s teaching materials;
- a student’s dispute with the author about course quality, a content refund or a certificate;
- third-party services the user connected on their own;
- a device or browser that does not meet the System requirements.
8. How to file a request
In the email include:
- your name or school name and the account email;
- what you did and what you saw, with the Moscow time of the fault;
- the page or cabinet address;
- the browser, device and operating system if known;
- a screenshot or a short log if it helps reproduce the error.
For a payment add the date, amount and operation id if you have it. Do not send the full card number or SMS codes.
9. How we reply
We first confirm receipt, then check whether the request is about the platform. If more detail is needed, we ask once and continue after the reply. A fault that blocks sign-in or a live session for several users is handled first.
10. Changes
The current version is on this page. If channels or hours change, the text is updated before the new terms apply.