Support policy
Draft for pilot use. Review by a solicitor before relying on it.
How to get help
- In the app: open Support (or ask the in-app helper). It answers most questions straight away from our help articles. If it can't, choose Need more support? to send your question to a person, who replies by email.
- By email: [CONFIRM: support email].
Please don't send us your families' personal details unless we need them to help you: describe the problem, and we will ask if we need more.
How quickly we reply
Working days are Monday to Friday, excluding bank holidays in England and Wales, 9am to 5pm UK time.
| Plan | Channels | We aim to reply within |
|---|---|---|
| Free | In-app support and email | 3 working days |
| Starter | In-app support and email | 2 working days |
| Pro | In-app support and email | 1 working day |
| Plus | In-app support and email, plus a 30-minute onboarding call | the same working day |
These are targets for a first human reply, not for a fix. If the service is down for everyone, or you report a security issue, we treat it as urgent whatever your plan.
During the free trial you get Pro's support.
Planned maintenance and the state of the service
- Most updates are released without any noticeable interruption.
- If planned work will make the service unavailable for more than a few minutes, we tell account owners in the app (and by email where it is set up) at least 48 hours before, and do it outside UK working hours where we can.
- If something goes wrong, we tell affected account owners what happened, and what we did about it.
- Urgent security fixes may be applied without notice.
Reporting a security issue
If you think you have found a security weakness in TutorMaestry, email [CONFIRM: support email] with "Security" in the subject. Please don't test it further, access anyone else's data, or share it publicly until we have fixed it. We acknowledge within 2 working days and keep you told of progress. We will not take action against anyone who reports a weakness to us in good faith in this way.
What support covers
How to use TutorMaestry, problems with it, exporting your data, your plan and billing, and questions about how we handle data. It does not cover advice on running your tutoring business, tax or legal advice, or other software.