Support and success
A named team that knows your set-up
Every institution gets a named, dedicated support resource: a customer success manager, backed by a support engineer, who knows your configuration and stays with you after go-live.
What is included
From kickoff to the next school year
Onboarding and training
For every role, live online or on site, plus recorded sessions and quick-start guides.
Data migration assistance
From your current SIS or ERP, routing package, POS, library systems, spreadsheets or registers.
Configuration of every module you need
Roles, notices, fee heads, menus, routes, kiosks, report-card templates and SSO.
Ongoing feature assistance
Help with new school years and terms, new schools or branches, timetable changes and new modules.
Feature requests
Logged, prioritised with you and reviewed regularly.
AI integration help
Our team integrates the AI services you choose, under your data-protection terms.
Support tiers (proposed)
Standard, Professional and Enterprise
The tiers and service levels below are proposed and adjustable to your needs; they are confirmed in the service agreement.
| Standard | Professional | Enterprise | |
|---|---|---|---|
| Channels | Email and help desk | Email, help desk, phone | Email, help desk, phone, priority chat |
| Hours (US) | Mon–Fri, 8:00–18:00 your time zone | Mon–Fri, 7:00–19:00 your time zone | Extended hours; 24×7 for critical incidents |
| Hours (India) | Mon–Sat, 9:00–18:00 IST | Mon–Sat, 8:00–20:00 IST | Extended hours; 24×7 for critical incidents |
| Customer success manager | Shared | Named | Named, with a dedicated support engineer |
| Training | Onboarding training | Onboarding plus refreshers | Onboarding, refreshers and on-site days |
| Reviews | Annual | Quarterly | Monthly |
| Suggested response, critical (system down) | 4 business hours | 2 hours | 1 hour |
| Suggested response, high (a module unusable) | 1 business day | 4 business hours | 2 hours |
| Suggested response, normal | 2 business days | 1 business day | 4 business hours |
| Uptime target (hosted) | 99.5% | 99.5% | 99.9% |
Response times are suggested targets, not guarantees, until confirmed in your service agreement. Every implementation ends with two weeks of hypercare: daily check-ins and priority support.
Meet the team before you sign
A guided demo on a sample district or institution, tailored to the modules you care about. A live demo environment is available on request.