Support
When we are available, how quickly we answer, and what happens outside those hours.
Hours
08:00 to 17:00, Monday to Friday, term time and school holidays
How quickly we respond
Critical: 2 working hours. High: 1 working day. Standard: 3 working days.
Outside those hours
Critical tasks outside these hours are covered by the emergency escalation path included with any SLA that carries emergency cover.
Things you do not need us for
Most of what schools used to email about is something you can now do yourself, immediately:
- Add a colleague: they are working within minutes.
- Reset a password: the link arrives straight away.
- Unlock an account: no waiting and no telephone call.
- Change what a colleague may do, or put a limit on what they may spend.
- Cancel a training booking or swap a delegate, with the charge shown before you confirm.
- Decline a contract renewal. Switching it off ends it: there is nothing else to send us.
How to reach us
- Email services.to.schools@example.invalid
- Telephone 01344 000000
- Message a service team from inside the site. Conversations are addressed to your school rather than to one person, so they survive somebody leaving in July.