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Customer Escalation Policy

At SchoolDay, we are committed to providing you with the best support experience. This document outlines how we handle your requests, what to expect, and how escalations are managed to ensure timely resolution of your concerns.

1. What is Our Customer Escalation Process?

We have a structured approach to handling customer issues:

  1. Submission – You report an issue via:
    1. sending an email to [support@schoolday.com]
    2. creating a ticket on Customer Portal
    3. submitting a Support Case form
  2. Acknowledgment – You receive a confirmation that your request has been received.
  3. Initial Response – Our support team reviews your request and attempts to resolve it.
  4. Escalation – If the issue is complex or critical, it is escalated to the appropriate team.
  5. Resolution & Updates – We provide regular updates and notify you once the issue is resolved.

2. What Should Customers Expect?

  • A confirmation email with a case number after submitting a request.
  • Clear communication on issue status, including estimated resolution times.
  • Regular updates based on the severity of the issue (see below).
  • Escalation to higher support levels if the issue requires specialized attention.

3. How Do We Report Issues When We’re Aware of Them?

If we detect an issue that affects you, we will:

  • Notify impacted customers via email.
  • Provide an estimated time for resolution (if available) or outline required actions from customer's end.
  • Share regular updates until the issue is resolved.

You can check the status of your integrations on your School Passport account or by contacting support for more details.

4. How Should Customers Report Critical Issues?

If you encounter a critical issue, such as a major outage or system failure, please:

  1. Contact Support Immediately: Email [support@schoolday.com] with "CRITICAL" in the subject line.
  2. Provide Key Details: Include a clear description, screenshots, error messages, and any troubleshooting steps taken.
  3. Ensure PII data is not shared: Do not include sensitive information directly in emails. Instead, use the School Passport internal user SchoolDay ID (can be found in the SchoolDay platform) to reference affected users.
  4. Use Alternative Contact (If Available): If email is not responsive, call our emergency line at [888-557-6085].

For non-critical issues, please submit a ticket via our Customer Portal to ensure efficient tracking.

5. Who Handles Your Request Internally?

Once an issue is reported, it follows this process:

  • Customer Support Representative: Initial assessment and troubleshooting.
  • Technical Support: Escalation for complex technical issues.
  • Dev/Engineering Team: In-depth investigation for system-wide or technical failures.
  • Product Team: If the issue impacts business operations, our product team will be informed.

A dedicated support agent will communicate with you throughout the process.

6. How Are Issues Categorized?

We prioritize issues based on urgency and impact:

Severity Level Description Expected Response Time Expected Resolution Time
Critical (P1)

Complete system outage or major functionality failure affecting all users.

 2 business hours 6 business hours
High (P2)

Partial system outage or severe issue affecting many users.

More than 5 reports of the issue.

The issue happened more than 3 times for the same customer.

 2 business hours 8 business hours
Medium (P3)

Functional issue with workarounds available.

System performance is slower than usual

2-5 reports of the issue.

The issue happened for the second time for the same customer.

 4 business hours 3 business days
Low (P4)

Minor issue or general inquiry.

The first report of an issue.

One user is affected.

 8 business hours 5 business days

7. How Long Should You Wait for Updates?

We provide updates based on the severity of the issue. For cases requiring additional development or extended resolution time, we provide updates every 3 business days. If you haven’t received an update within the expected timeframe, please follow up with your case number.

8. Need Further Escalation?

If you feel your issue is not being resolved in a timely manner, you can escalate it by:

  1. Replying to your support ticket and requesting escalation or providing additional details.
  2. Contacting your Account Manager/POC at SchoolDay (if applicable).
  3. Reaching out via [888-557-6085] for urgent matters.

9. Contact Information

We appreciate your patience and cooperation as we work to resolve your concerns efficiently.

Thank you for choosing SchoolDay!