Coronavirus Business

Continuity Standards

At Education Horizons Group, we are acutely aware of the global situation surrounding Coronavirus (COVID-19) and understand the concerns users may have around potential disruptions to our products, service and support. As such, we wish to assure you that our team remains focussed on delivering our usual standards of support to you and your school, and that contingencies are in place should the situation escalate.

In the event of a COVID-19 outbreak, Education Horizons Group companies will enact the following business continuity standards.

Synergetic and SchoolPRO

Service and support

Service desk and service delivery recovery turnaround time is between 2 hours for Service Desk support and 2 hours for systems team and consulting teams within Eastern Standard Time working hours (7am-6pm EST).

Product access

As the product is deployed on-premise or cloud hosted and is not reliant on our hardware residing in the schools, access to the product only requires a working internet connection on both ends; the school and our offices.

Account/Relationship managers

The recovery turnaround timeframe for account managers and school relationship managers is currently 1 business day.

SEQTA

Service and support

Service desk and service delivery recovery turnaround time is between 4 hours for Service Desk support and 1 business day for Service Delivery.

Product access

As the product is an on-premise deployment and is not reliant on our hardware residing in the schools, access to the product only requires a working internet connection on both ends; the school and our offices.

Account/Relationship managers

The recovery turnaround timeframe for account managers and school relationship managers is currently 1 business day.

OMNILINK

Service and support

Service desk and service delivery recovery turnaround time is between 4 hours for Service Delivery support and 1 business day for Service Delivery within Eastern Standard Time working hours (9am-5pm EST).

Product access

As the product is an on-premise deployment and is not reliant on our hardware residing in the schools, access to the product only requires a working internet connection on both ends; the school and our offices.

Account/Relationship managers

The recovery turnaround timeframe for account managers and school relationship managers is currently 1 business day.

If you have any questions or concerns, please feel free to
speak to your school’s account/relationship manager.