Last Updated: Sep-25

School Scan Limited ("we", "us", or "our") provides this Support Services Policy ("Policy") to our subscribed schools ("School") for the School Scan application and services (the "Services"), as referred to in our commercial agreement.

This Policy outlines the support services we provide, including how to request help and what you can expect from us.

1. Support Hours

Our standard technical support is available to authorised School administrators during Normal Business Hours (9:00 am to 5:00 pm local UK time, Monday to Friday, excluding English public holidays). Support requests submitted outside these hours will be logged and responded to on the next Business Day.

2. Scope of Support

Our support covers the following:

Assistance with accessing and logging into the School Scan application.
Guidance on core functionality, including uploading lost property, managing items, and understanding the parent claiming process.
Investigation and resolution of confirmed bugs and errors within the School Scan application.
Assistance with general usability questions.

3. What is Not Covered?

Our standard support does not cover:

Training on basic computer operations, internet browsing, or mobile device functionality.
Issues arising from the School's failure to meet its responsibilities as outlined in our agreement.
Problems caused by the School's network, hardware, or internet service provider.
Customisation, development of new features, or data migration services not specified in our agreement.

4. How to Request Support

To ensure prompt and efficient service, please direct all support requests from a designated School administrator via email to:

support@schoolscan.co.uk

Please include the following information in your request:

School Name
Your Name and Role
A detailed description of the issue or question
The steps you have already taken to try to resolve the issue
Any relevant screenshots or error messages

5. Support Request Response & Resolution

We strive to address all support requests in a timely and efficient manner. While we cannot guarantee specific resolution times, we prioritise requests based on their urgency and impact on your use of the Services.

For Critical Issues (e.g., the service is completely down): We will begin investigating immediately upon notification.
For All Other Requests: We will provide an initial response to your enquiry within one business day.

Our goal is to keep you informed of our progress and work with you to find a resolution. Thank you for your patience and understanding.

6. Planned Maintenance

We will use reasonable endeavours to perform planned maintenance, which may cause service interruption, during the maintenance window of 10:00 pm to 2:00 am UK time. We will endeavour to provide at least 48 hours' notice of scheduled maintenance via email to designated School contacts.

7. Unplanned Maintenance & Downtime

In the event of urgent unscheduled maintenance required to resolve critical issues, we will use reasonable endeavours to provide the School with as much advance notice as is practically possible.

8. Policy Updates

We may amend this Support Services Policy at our discretion from time to time. The latest version will always be available on our website. Continued use of the Services after any changes constitutes acceptance of the updated policy.

9. Contact Us

If you have questions about this Policy, please contact:

Email: support@schoolscan.co.uk

Company: School Scan Limited

Registered office: 1 Market Hill, Calne, Wiltshire, England, SN11 0BT