This page says how to reach us, when you can expect an answer, and what we can and cannot help with. It is not a service level agreement and the times below are targets rather than guarantees — but they are the times we hold ourselves to, and if we are going to miss one we would rather tell you than go quiet.
How to reach us
If you have an account — the help desk
The help desk is the right route for anything to do with your school. It already knows who you are, which plan you are on and how many students you have, so you do not have to explain any of it, and everything stays on one thread you can come back to.
Each request gets a reference like TKT-4B7HN. Quote it if you write to us about
the same thing by another route.
If you do not — the contact form
The contact form is for anyone without an account: questions before signing up, or trouble getting in. We answer by email.
Before either — the guides
The tutorials and video guides cover the things people ask about most. Reading one takes three minutes; waiting for us takes a day.
When we answer
Monday to Friday, 09:00–17:00 Athens time (EET/EEST), closed on Greek public holidays. We reply in English and Greek.
A request that arrives outside those hours is picked up on the next working day. Targets for a first reply, counted from the first working hour after you send it:
| Priority | First reply |
|---|---|
| Urgent | Within 1 working day |
| High | Within 1 working day |
| Normal | Within 2 working days |
| Low | Within 3 working days |
A first reply is a human reading your request and telling you where it stands. It is not always the answer — some things take investigation, and we will say so and keep you posted rather than leaving the thread silent.
We set the priority, not you. Anything about billing or being locked out of an account starts high, because being unable to pay or unable to get in is a different kind of stuck from wondering where a button is. If we have judged yours wrongly, say so on the thread and we will move it.
What is covered
- Anything in the service not working, or not working as described.
- How to do something — where a feature lives, what a setting does.
- Importing your data when you are setting up, including help with the file format.
- Billing, invoices, plan changes and anything about your membership.
- Accounts and access: who can see what, and putting it right when that is wrong.
- Reporting a bug or suggesting a feature. Both are read; neither comes with a promise.
What is not
- Your school's own decisions. We cannot tell a parent what their child's grade is, change a student's record, or intervene between a school and its families. Those records belong to the school and only the school can change them.
- Doing the data entry for you. We will help you get an import file right; we will not type your student list in.
- Training courses. The tutorials and video guides are the training, and they are free.
- Your own hardware, network or printer. We will help work out whether a problem is ours, and say so plainly when it is not.
- Custom development. If you need something built specifically for your school, that is a separate conversation, not a support request.
Attachments
You can attach files to a help desk request — screenshots and images, PDF files or spreadsheets and text files — up to 5 files, 8 MB each. A screenshot usually explains a problem faster than a paragraph does.
Please do not attach more student data than the problem needs. If we ask for a file to reproduce something, a few rows is nearly always enough. Files attached to a request are held for as long as the request is, and are not counted against your school's storage allowance.
What we can see
When you open a request we record your plan, your student count, your storage use, the role you were viewing as and your browser — so that we do not have to ask.
We do not browse your school's records, and support staff cannot sign in as you or view your dashboard. If a problem genuinely cannot be diagnosed without looking, we will ask you first and explain exactly what we need to see.
Free and paid plans
The same desk, the same people and the same targets. We do not run a slower queue for schools on the free plan.
When something is down
We monitor the service continuously and usually know before anyone reports it. For an outage affecting everybody, please do not open a request — we are already on it, and a queue full of reports of the same thing slows down the fix. We post what we know and update it until it is resolved.
Being reasonable, in both directions
We will be straight with you about what we can do, what we cannot, and how long it will take. In return we ask that you are civil to the people answering. We will not continue a conversation that becomes abusive, and we will say so before we stop.
Changes
We may update this page as the service and the team grow. The date at the top is the date of the version you are reading.