Documentation
Support
How to reach us
Email support@seraco.io at any hour.
Business hours are 8:30 am to 5:00 pm Melbourne time, Monday to Friday, except Victorian public holidays. A request that arrives outside them is counted from the start of the next business day.
Say what you were doing, the address of the page and the time it happened. Leave out any student's personal information: the page's address is enough for us to find the fault.
Anyone on a school's staff can ask. A parent or a student with a problem asks the school, which brings it to us when the problem is in Kestrel.
Priorities and response targets
The school gives each request its priority. If we think a request belongs at another priority, we say so and why, and the school's priority stands until the school agrees to change it.
- Priority 1: The school cannot work
Nobody at the school can sign in or reach Kestrel, the roll cannot be marked, or records are missing or wrong.
Reply within one business hour
Updates every two hours until it is fixed
- Priority 2: A task cannot be done
Part of Kestrel does not work and there is no other way to do the task, such as a report the school owes that will not run.
Reply within four business hours
Updates each business day until it is fixed
- Priority 3: A task has a way round it
Something does not work as it should, and there is another way to do the task.
Reply within one business day
- Priority 4: A question or a request
How to do something in Kestrel, or a change the school would like.
Reply within three business days
A reply is a person at Seraco who has read the request, agreeing its priority and telling you what happens next. Each target counts business hours from when the request reaches us. The targets are for the reply, and the updates keep coming until the fault is fixed.
When a problem is not being fixed
- First, ask for support as above, and give the request a priority.
- Then ask for it to be escalated when a target passes without a reply, when an update is late, or when the school is not satisfied with how the request is being handled. Write to support@seraco.io with "Escalation" in the subject. A director of Seraco replies within one business day, saying what will be done and by when.
- Last, raise it under the agreement if the escalation does not settle it. The Terms of Service set out how: the school puts the problem in writing, and Seraco has 20 business days to answer before either side goes to court.
When Kestrel is not available
An alert reaches us when Kestrel stops answering, and your school's nominated contacts get a message saying so and another once it answers again. The security page sets out how that works. Tell us as well if the school cannot work, because a fault between the school and Kestrel is one the alert cannot see.
A security or privacy problem
If you think somebody has reached records they should not have, write to security@seraco.io. A request from a parent, a student or a member of staff to see, correct or delete their record goes to privacy@seraco.io, which the Privacy Policy describes.