Support Policy

1. What is included

All of it. Support, updates, new modules and training are part of the subscription; there is no support tier to buy and no per-incident charge.

2. How to reach us

By WhatsApp or a phone call on either of the numbers we publish, or by email. WhatsApp is usually fastest.

Anyone at the School may ask a question. Anything that changes billing or closes the account has to come from the School's registered billing contact.

3. Hours

09:00–18:00 IST, Monday to Saturday, excluding public holidays. A critical fault — nobody can sign in, or data is at risk — is answered any day, at any hour, on the response times in the Service Level Agreement.

4. Training

Initial training for the School's staff is included free during the trial — there is no setup fee. Further sessions — for new staff, at the start of a session, or when a module the School has not used before is switched on — are included at no extra charge.

5. Custom features

A School can ask for a feature it needs. It is built at no extra charge and at the same per-student rate. We will say honestly whether we can build it and roughly when, and we may decline something that is not a school-management feature or that would compromise the platform for other schools.

6. What support does not cover

• The School's own hardware, network or internet connection.
• Entering or correcting the School's data, beyond the initial import and beyond helping fix something the platform got wrong.
• Third-party services the School has chosen, though we will help identify where a fault lies.