Customer Support & Service Policy

01Purpose and scope

This Customer Support & Service Policy defines the scope, process, responsibilities and service expectations applicable to customers using SchoolEaseApp and related services provided by SS IT Solutions. Its objective is reliable and transparent support with requests properly recorded, prioritized, tracked, escalated and resolved.

During an active license, subscription, AMC or applicable support period, standard support may include help with existing features, normal software operation, troubleshooting, configuration, suspected bugs, login/access issues, new releases, reasonable remote assistance, and subscribed web or messaging services.

02Official support channels

SchoolEaseApp may provide support through its Support Portal, official telephone and WhatsApp numbers, email, remote assistance, and other officially communicated channels. During transition to the SchoolEaseApp Support OS, existing channels may continue to be used.

A telephone call, WhatsApp message or other meaningful interaction may be converted into a support ticket for tracking. Customers may gradually be encouraged to use the official portal and designated channels.

03Support ticket registration

A meaningful request may be recorded as a ticket containing the ticket number, school, contact person, date and time, product/module, request type, description, priority, attachments, assigned representative, status, communication history and resolution. Customers may be given portal access to view status and history.

04Standard support hours

Monday to Saturday — 10:00 AM to 6:00 PM. Requests may be submitted electronically outside these hours, but normal processing may occur during business support hours. Sundays and declared holidays are ordinarily non-working support days.

Genuine critical incidents may be attended outside normal hours depending on severity, operational impact and personnel availability. Timings may be revised with appropriate customer communication.

05Emergency and critical support

After-hours support should be reserved for genuine critical situations, such as SchoolEaseApp being completely unusable, an essential production operation being blocked by a suspected SchoolEaseApp failure, a serious server/database problem, or a major online service outage affecting substantial numbers of users.

How-to questions, forgotten procedures, training, feature or customization requests, report changes, non-urgent corrections and matters that can wait until the next support period are ordinarily not emergencies. Final classification is based on actual impact and may be determined by the support team.

06Support priority

Requests may be classified according to business impact. Priority determines investigation order and urgency; it does not automatically commit SchoolEaseApp to a particular resolution time.

07-08Response, resolution and status updates

A response means the team has acknowledged, reviewed, assigned or begun investigating a request. Resolution means the request is complete or an appropriate solution/workaround has been provided. SchoolEaseApp will make reasonable efforts to respond according to priority.

Resolution depends on complexity, customer availability, remote access, database investigation, development and testing, third-party services, internet/network conditions, hardware/environment issues and information supplied by the customer. An acknowledgement or estimate is not a guaranteed resolution deadline unless expressly confirmed.

Where immediate resolution is not possible, SchoolEaseApp may provide an expected next-update time. Development or completion estimates are indicative unless expressly confirmed as committed delivery schedules.

09Remote support

SchoolEaseApp may request temporary access using an approved remote-support tool. The customer or authorized representative should remain available where reasonably required. Access is ordinarily limited to troubleshooting, configuration, training or investigation related to SchoolEaseApp.

Customers should not disclose unnecessary passwords or unrelated confidential information. SchoolEaseApp may decline remote activities unrelated to its products or services.

10-11Training, how-to assistance and new staff

Reasonable assistance for existing features is included during an active support period and may be provided through telephone guidance, remote assistance, help articles, manuals, screenshots, videos or online training. Existing material may be supplied instead of repeated individual training.

Schools are responsible for maintaining reasonable internal operational knowledge. Extensive, repeated, batch, staff-wide, new-staff or dedicated retraining may be separately scheduled or charged after prior communication; basic guidance may remain part of standard support.

12Software bugs

Confirmed SchoolEaseApp defects will be recorded and evaluated by the technical/development team. Priority depends on severity, affected customer count, workarounds, risk to data or operations, and development/testing effort. Critical bugs may receive immediate attention; non-critical bugs may enter a planned update.

13-14Feature requests and custom development

Feature suggestions are evaluated against multi-school benefit, product direction, alternatives, complexity, security, data implications and the current roadmap. A submitted or acknowledged request is not a commitment to develop or release it.

Customer-specific work may be accepted for the standard product, placed on a future roadmap, offered as chargeable customization, answered with an existing alternative, or declined for architecture, security, maintainability or business reasons. No custom-development commitment exists until scope, commercial terms and schedule are expressly accepted.

15Reports and data corrections

Support may explain existing reports and investigate genuine software or reporting issues. New custom reports, major format changes, bulk corrections, manual data entry, correction of customer-entered data and historical reconstruction may be separately evaluated and may be chargeable where substantial manual or development effort is involved.

16Third-party, hardware and network problems

Support primarily covers SchoolEaseApp products and related services. Computers, printers, operating systems, local networks, routers, internet services, antivirus/firewall software, unrelated SQL Server environments, third-party applications or hosting, and customer hardware may fall outside standard support. Reasonable guidance may be offered, but responsibility remains with the customer or relevant provider.

17Onsite support

Standard support is primarily remote. An onsite visit may be arranged when remote resolution is impractical, dedicated training is requested, infrastructure inspection is required, or SchoolEaseApp considers it appropriate. Visits are not automatically included in standard annual support unless agreed in the plan or contract. Applicable visit, travel or professional-service charges should be communicated beforehand.

18-20Customer responsibilities and communication

Customers should provide accurate details, screenshots and error messages; make affected users or computers available; provide reasonable remote access; maintain suitable infrastructure and backups; protect credentials; avoid unauthorized software/database changes; follow troubleshooting instructions; and avoid duplicate requests. Missing information or access may delay resolution.

Schools are encouraged to nominate authorized contacts. Sensitive administrative, commercial, account or data matters may be limited to authorized representatives. Unless included in a service plan, parents should ordinarily direct questions through their school.

Communication about an existing problem should stay within the same ticket. Duplicate tickets, repeated calls or contacting multiple team members do not increase priority and can make tracking harder. Priority is driven by impact and severity.

21Ticket resolution and closure

A ticket may be resolved when the issue is corrected, instructions or a workaround are provided, requested information is supplied, or appropriate action is otherwise complete. It may later be closed after the support lifecycle. A recurrence after closure may receive a new ticket linked to the previous one.

22-23Support history and self-service resources

SchoolEaseApp may retain ticket details, communications, categories, resolutions and metrics for support, internal training, quality and product improvement, recurring-issue analysis, documentation and performance measurement, subject to privacy and data-protection requirements.

Help articles, FAQs, documentation and training videos may be offered before or during a request. These resources aim to provide faster answers and do not prevent customers from seeking further support where genuinely required.

24-25Service availability and active entitlement

SchoolEaseApp makes reasonable efforts to provide reliable support and functioning software, but cannot guarantee uninterrupted operation or immediate resolution. Internet outages, hardware or OS failures, hosting or third-party failures, cyber incidents and other events outside reasonable control may affect service.

Standard support requires an active applicable license, subscription, AMC or support entitlement under agreed commercial terms. Overdue payments or renewals may lead to restriction or suspension under billing and service terms. Limited emergency access, billing queries, payment facilities or account functions may remain available at SchoolEaseApp's discretion.

26Respectful use of support

Customers and SchoolEaseApp personnel are expected to communicate professionally and respectfully. Abusive, threatening, harassing or inappropriate conduct may result in escalation, channel restrictions or other reasonable measures.

27-28Changes and relationship with general terms

SchoolEaseApp may revise this policy as its products, support infrastructure, service plans or business requirements evolve. Material changes may be communicated through the website, portal, email, SMS or other official channels. Continued use following applicable changes is subject to the revised terms.

This policy forms part of the overall terms governing SchoolEaseApp. Where a separately executed agreement, quotation, service plan or written commercial commitment expressly provides different support terms, those specific agreed terms may apply.