Support & SLA
Clear support expectations for schools using WayWink.
This page explains how WayWink approaches product support, service commitments and issue reporting. Specific response, resolution and availability commitments are defined in the applicable agreement with each school.
Service commitments
What an SLA means for a WayWink deployment.
A service-level agreement defines the support and service expectations that apply to a particular deployment. Those commitments can differ depending on the school, commercial scope, technical environment and support requirements.
For that reason, WayWink does not publish a single response time or resolution guarantee on this page and apply it to every customer automatically.
Applicable service commitments should instead be documented in the agreement associated with the school's deployment so both sides have a clear understanding of the support scope.
What WayWink support can help with.
Support primarily covers the WayWink product and the technical or operational workflows connected to the deployment.
WayWink product access and application issues
School administration workflows
Driver application and assigned trip workflows
Parent application and linked-child access
Routes, stops, trips and attendance-related product questions
Deployment-related technical issues
Supported integrations and device-related questions
How support is approached
A few principles behind the service model.
Scope is agreed before service begins.
Support expectations and applicable service commitments should be defined as part of the school’s commercial and deployment agreement.
Not every issue has the same priority.
A general product question, a workflow problem and an issue affecting active transport operations can require different levels of attention.
Resolution can depend on external systems.
Some issues involving GPS, mobile connectivity, mapping, notifications, hardware or third-party services may require investigation outside the WayWink application itself.
Service commitments do not replace school procedures.
Schools remain responsible for transportation operations, supervision, emergency procedures and decisions made during active transport.
Response time and resolution time are different.
Response
The point at which a reported issue has been acknowledged or support has begun reviewing the request.
Investigation
The work required to understand whether the issue relates to WayWink, deployment configuration, devices, connectivity or another supported service.
Resolution
The point at which the underlying issue has been resolved, a workaround has been provided, or the next required action has been identified.
Specific timelines, where applicable, are governed by the service terms agreed for the school's deployment.
Some service conditions sit outside WayWink itself.
Live transport functionality can depend on connected devices, mobile networks, GPS positioning, mapping services, notification services and other infrastructure involved in the deployment.
A WayWink support investigation may therefore need to separate an application issue from a connectivity, hardware or external service issue before the appropriate next action is clear.
GPS location and ETA information may vary depending on device availability, positioning accuracy, network connectivity, road conditions and other operational factors.
What to include when reporting an issue.
Good context makes it easier to understand the affected part of the transport workflow.
School or organization name
Your role in WayWink
A clear description of the issue
Relevant route, trip, vehicle or account where applicable
Approximate time the issue occurred
Screenshots or supporting context when useful
Important
WayWink support is not an emergency response service.
For urgent real-world transportation situations, schools and transport teams should follow their established procedures and contact the appropriate emergency services when required.
Support contact
Need help?
Contact WayWink with your school, role and the relevant issue context. For contractual SLA questions, refer to the service terms associated with your school's deployment.