Completra Legal
Support Terms
Effective July 24, 2026
1. Scope
These Support Terms describe the technical support services Completra provides to school administrators and staff (“Customers”) who subscribe to a Completra plan. Support is provided in English, via the in-app support widget and email at support@completra.com.
Support for end students and applicants is the responsibility of the subscribing school. Completra may assist schools in diagnosing student-reported technical issues on a reasonable-efforts basis.
2. Included Support
All active Completra subscribers receive:
- Access to the Completra Help Center and documentation.
- Ability to submit support tickets via the in-app widget on any admin page.
- Email support at support@completra.com.
- Bug reports and verified platform defects addressed at Completra's discretion and prioritized by impact.
3. Response Times
Completra targets the following initial response times during business hours (Monday–Friday, 9 AM–6 PM US Eastern, excluding US federal holidays):
| Severity | Description | Target Response |
|---|---|---|
| Critical | Platform down or data loss risk | 4 business hours |
| High | Core feature unavailable, no workaround | 1 business day |
| Normal | Feature impaired, workaround exists | 2 business days |
| Low | General questions, how-to, feature requests | 5 business days |
Response time is the time to an initial human reply, not time to resolution. Resolution times depend on the nature and complexity of the issue.
4. What Support Covers
Support is available for:
- Platform functionality issues and confirmed bugs.
- Account and billing questions.
- Guidance on using Completra features.
- Integrations provided and documented by Completra.
Support does not cover:
- Custom code, third-party plugins, or modifications made outside Completra.
- Regulatory compliance advice or legal counsel.
- Data migration or data-entry work on behalf of the school.
- Issues caused by the school's own network, hardware, or third-party services.
5. Uptime and Maintenance
Completra targets 99.5% monthly uptime for the platform. Scheduled maintenance windows are announced at least 24 hours in advance via in-app notice or email. Emergency maintenance may be performed without advance notice if required to preserve security or data integrity.
Uptime calculations exclude downtime caused by third-party services outside Completra's control (e.g., Stripe, Zoom, Supabase infrastructure, Vercel).
6. Fair Use
Support resources are shared across all Completra customers. Completra reserves the right to limit support volume for a single customer if excessive usage impairs the ability to serve others. Abusive, harassing, or threatening communications to support staff will result in ticket closure and, if repeated, account suspension.
7. Changes to These Terms
Completra may update these Support Terms from time to time. Material changes will be communicated via in-app notice or email at least 14 days before taking effect. Continued use of Completra after the effective date constitutes acceptance of the updated terms.
8. Contact
For support requests, use the support widget on any Completra admin page or email support@completra.com. For billing questions, visit your school's Billing page in the admin console or email billing@completra.com.