Policy
Support Policy
Support channels, priorities and responsibilities for subscribed schools.
Draft for launch review. These terms become effective only after the published version includes the legal entity, effective date and approved contact details.
Channels and coverage
Authorized users can create a support ticket in the portal. Published business hours, response targets and any premium coverage must be confirmed in the signed plan or order.
Priority
Critical means broad inability to use a production service or a credible security incident. High affects an important workflow; normal covers limited defects, questions and requests. Priority may be adjusted after impact verification.
Customer responsibilities
Provide reproducible steps without passwords or unnecessary personal data, keep contact details current and make an authorized person available for high-impact troubleshooting.
Questions or requests? Contact our team.