Support Policy

What you get

Support is included with every plan at no extra charge, for as long as your licence subsists. There is no support contract to buy, no per-ticket fee and no annual maintenance charge on top of what you have already paid.

How to reach us

• Live chat — the chat button on any page of this website, answered by a person during our published chat hours.
• Email — the support address in the footer of this site. Please write from the email address on your order, and quote your order number.
• WhatsApp — the number in the footer, for quick questions and screenshots.
• From your order page — the "Contact Support" button attaches your order details to the conversation automatically, which saves everyone a round trip.

How quickly we respond

We acknowledge every request within one business day, and within four working hours for anything that has stopped your school working. Acknowledgement means a person has read it and told you what happens next — not an automated ticket number.

• Critical — the portal is down, or nobody can sign in. Acknowledged within 4 working hours, worked on continuously until service is restored.
• High — a core module is unusable, or fee collection or results publication is blocked. Acknowledged within 1 business day, resolved or worked around within 3 business days.
• Normal — a feature behaves incorrectly but there is a way around it. Acknowledged within 1 business day, addressed in the ordinary course.
• Low — questions, guidance, cosmetic issues and feature requests. Acknowledged within 2 business days.

What support covers

• Defects in the software — anything that does not work the way the documentation says it should.
• Help using any module, including walking your staff through a workflow for the first time.
• Setup, configuration and onboarding assistance when you start.
• Software updates and security patches, applied by us on hosted plans and made available to you for download on the self-hosted plan.
• Restoring a hosted portal from backup where data is lost through a fault on our side.

What support does not cover

So that expectations are set honestly rather than discovered later:

• Faults in hardware, networks, operating systems, databases or third-party software we did not supply.
• Problems caused by the software being modified by anyone other than us.
• Routine data entry, data cleansing and day-to-day administrative operation of your portal.
• Training beyond the introductory onboarding included with your plan.
• Server administration, security, patching, monitoring and backups on a self-hosted installation — those are yours, and we say so plainly in the licence agreement.
• Custom development and bespoke reports, which we are glad to quote for separately.

Hosted plans: uptime and backups

• We target availability of not less than 99.0% of each calendar month (99.5% for Enterprise), excluding scheduled maintenance notified at least 48 hours in advance.
• Backups are taken at least every 24 hours, with at least seven rolling generations retained.
• Scheduled maintenance is notified in advance and, wherever possible, carried out outside school hours.

Helping us help you

Tell us what you were doing, what you expected, and what happened instead. A screenshot and the affected student or receipt number turn a three-message exchange into one. Please designate one person at your school as our point of contact for anything ongoing.

Escalation

If a request has gone past the response target above, reply on the same thread asking for it to be escalated, or write to us quoting the order number. Escalated requests are reviewed by a senior member of the team the same working day.

During your trial

Support during the 30-day trial is the same support you get afterwards. It is not reduced, deprioritised or queued behind paying customers — you are a paying customer, and the point of the trial is to see what living with the system is actually like.