World-class support is part of the SchoolSyntaxERP promise. From self-serve documentation to dedicated enterprise engineers, we've got you covered.
Access to the community forum, documentation, and video tutorials. Answers from the community and SchoolSyntaxERP team members.
Email support with guaranteed response times. Great for institutions with a dedicated admin who can manage the platform with guidance.
Priority queue with faster response times and access to live chat. Dedicated onboarding program with follow-up check-ins.
A dedicated support engineer who knows your setup. Available 24/7 via a shared Slack channel. Maximum 1-hour response for critical issues.
| SLA Metric | Free | Starter / Standard | Professional | Enterprise |
|---|---|---|---|---|
| Platform Uptime | 99% | 99.5% | 99.9% | 99.99% |
| Critical Issue Response | — | 24 hours | 4 hours | 1 hour |
| High Priority Response | — | 48 hours | 8 hours | 4 hours |
| Normal Response | Best effort | 48 hours | 24 hours | 8 hours |
| Backup Frequency | Daily | Daily | Daily | Hourly (PITR) |
| Data Recovery Time (RTO) | 8 hours | 4 hours | 4 hours | < 1 hour |
| Scheduled Maintenance | As needed | 72hr notice | 72hr notice | Negotiated |
| Status Page Access |