Support
Use this page if you need help with ClassDiagnostix, including uploading spreadsheets, reviewing detected data, generating reports, exporting PDFs, managing accounts, accessibility, security, data protection, or procurement questions.
What We Can Help With
- spreadsheet upload, smart detection, and validation issues;
- report generation, missing reports, or report content queries;
- PDF, ZIP, CSV, or Excel exports;
- account access, school admin, MAT admin, and user-management queries;
- security, data protection, procurement, and legal-document requests;
- accessibility issues or requests for information in another format.
What To Include
To help us understand the issue, include as much of the following as you can:
- your school, trust, or organisation name;
- your name, role, and contact email address;
- the page or report area affected;
- the date and approximate time the issue happened;
- your browser and device type if relevant;
- a short description of what you expected and what happened instead.
Screenshots can be useful, but only include one if it does not show pupil names, marks, reports, or other personal data.
Support Hours
Standard support is provided during UK school/business hours, Monday to Friday, excluding English bank and public holidays.
Out-of-hours support is not provided as standard. Critical security or data-protection incidents may be reviewed on a best-efforts basis where practical.
Target Response Times
These are operational targets. They are not guaranteed resolution times, uptime commitments, service credits, or formal service level remedies unless expressly included in a signed Order Form or other written agreement.
| Priority | Examples | Target first response |
|---|---|---|
| Critical | Service unavailable for many users, suspected data breach, report generation unavailable across the service, or a major data-integrity concern. | Within 1 business hour during support hours. |
| High | Unable to generate or access important reports, multiple users blocked from accounts, upload flow failing for normal files, or urgent procurement/security request. | Within 3 business hours during support hours. |
| Medium | Single-user issue, spreadsheet-specific upload or mapping issue, non-urgent report/export problem, or configuration query. | Within 1 business day. |
| Low | General question, minor user-interface issue, feature request, documentation request, or non-urgent account/admin query. | Within 5 business days. |
Security Or Data Protection Concerns
If your message relates to a suspected security incident, data breach, data subject rights request, or privacy concern, choose the most relevant enquiry type on the contact form and clearly state that the issue is urgent.
Please describe the issue without including pupil data or sensitive personal data in the form.