FAQs

program

Other things may be included depending on your edition choice. Finally, our full range of professional services is available on-demand solely to subscription holders.

As a rule, eXo follows a subscription-based model, which is increasingly the standard among software editors. However, we do structure license deals upon request.

We base our pricing on engaged users, those who truly use the platform. That means that you only pay for those users who derive value from their digital workplace, whatever your nominal employees count. Our built-in gamification engine attributes points to users for their actions in the digital workplace, depending on your priorities. We use those points to ascertain the level of engagement of each user.

Standard legal documentation can be found here or accessed through the website footer.

We accommodate no alterations to the agreement for the Professional subscription. For Enterprise subscriptions, it depends on the particular request.

Yes, through our OEM offer. Contact our sales team to become a partner.

Support services are included in the subscription price. Other services are purchased separately.

No. There are no compulsory start-up services bundled with your subscription.

Our fees increases are limited to a standard maximum of 7% a year.

We offer a 20% discount on our Professional edition prices to eligible academic institutions. No discounts are offered on other editions. Eligible institutions include public accredited K12 schools, public libraries and public colleges.

We offer a 20% discount on our Professional edition prices for non-profit organizations. No discounts are offered on other editions. In the United States, the organizations must be a qualified 501(c)(3) public charity as recognized by the Internal Revenue Service (IRS). Outside of the United States, organizations must be an equivalent of a US public charity. Eligible organizations must also operate on a not-for-profit basis and have a mission to benefit the local community.

Start by visiting our Tribe community to get a sneak peek at a live implementation of eXo Platform for a community management use case. There, you can even test drive some of the platform’s functionality using ‘My Applications’ and the Sandbox space. You can also contact us to discuss setting up a personalized demo or a dedicated and more in-depth testing environment suited to your use cases.

Upon your trial expiration, a colored banner will be permanently displayed over your software, inviting you to purchase a subscription to continue with your work.

In our experience, one of the three things probably happened:

• You tried to contact us without using a contact us form, by answering our newsletter email for instance. The latter do get treated differently, hence possible delays. Therefore, the best way to reach out to us quickly is to fill in a contact us form. This also ensures that we have the right contact details to reach you.
• We did try to contact you but failed. We do deal with 100% of our contact us forms and have controls in place to ensure that not a single form falls through the cracks. We use the phone number that you have provided as our first choice, and send you several emails if we fail to reach you by phone. Chances are all of the above are sitting in your message box, inboxes (if you have several emails) or spam folder.
• We have not had time to contact you yet. It can take us up to 48 business hours to reach out to you, with occasional delays due to holidays.

If none of the above applies, use this emergency email to contact us – contact@exoplatform.com. Please make sure to specify your full name, contact information and the subject of your request. P.S. Advertising emails and contact us forms are not answered.

We offer a 30-day refund for subscriptions purchased online. There are no refunds for services.

Yes, as part of our Premium level support, available with Ultimate edition.

When you purchase a subscription, you will be assigned a private client space on our Tribe, where you can submit tickets and privately interact with our support team. Support operations are covered in detail here.

Our support services are intended to be used by technical crew and/or power users like administrators. We don’t provide any pre-defined end-user helpdesk.

Customers benefit from a full-featured software maintenance program with an associated support services policy. eXo Platform major versions can be supported and maintained for up to 7 years. Our maintenance program is covered in detail here

We release Major, Minor and Maintenance versions. Major versions may introduce significant architectural changes and require migration. Minor versions represent evolutions over a Major stream and are designed to be compatible and provide seamless upgrades. Maintenance versions deal with stability, security and performance enhancements and are designed to be drop-in replacements. There is no pre-established rhythm for Major versions. Minor versions are usually expected to ship every 8 to 12 months and Maintenance versions are released every 3 to 6 months. Read our Maintenance Program page for full details.

You can install the product on-premise. We can also host and manage your instance for you. Both options are available for all plans.

Yes, we can host and manage your eXo Platform instance on our cloud infrastructure. See Cloud Hosting.

Currently, we leverage the Google Cloud Platform and OVHcloud infrastructures. Therefore, we can host your eXo instance in any of datacenters in North America, Europe, or Asia.

Yes. Your eXo Platform instance sits on Google Cloud Platform or OVHcloud servers. They are considered as leaders in world-class cloud infrastructure, and their security policies and compliance are among the strongest in the market and a key reason why we chose to work with them. Learn more on their security page.

We do daily backups during a maintenance window at a time you choose. The downtime for a backup is usually less than 10 minutes. The default backup retention delay is 7 days, and backups can be restored on demand.

We automatically install software updates during your maintenance window when they are available. No action is needed on your side.
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We can install any supported add-on on demand. All you need to do is create a support ticket.

Yes. You would need to send us an SSL certificate for the chosen domain and update your DNS records as per our instructions. The provided SSL certificate must be issued from an official certification authority.

Our operations team can work with yours to integrate the systems. We can set up your instance with things such as VPN tunneling, syncing with Active Directory, or SSO authentication. These services are provided upon request; additional fees may apply.

Your instance can store up to 1GB per registered user and consume a bandwidth of up to 500MB per user per month. If more is needed, you may contact us for a personalized quote.

eXo Hosting is a managed offer and is managed by the eXo operations team only. You can use the service, but you don’t get access to the physical server.
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Yes. We provide a full scope of services with regards to our product. Where it comes to a specific development, it can be done as part of your project scope, for your use only. In that case, it will be estimated and included in your project cost. Alternatively, some specific developments can be included in our product roadmap. In that case, preferential rates will apply. Only developments that agree with our overall product strategy may be considered for the latter.

Yes. We provide a full array of end-user training. Consult our services page for more information.