Part 7. Reference
7.4 Questions and support
Answers to the questions asked most, and how to reach support, what to put in a request and how fast we reply.
Written forRegistrarFront officeTeacherHead of house or yearWellbeingCounsellorLearning supportChild safety officerCase managerDeputy case managerNursePrincipal and executiveBusiness managerITFamiliesStudents
Common questions
| Question | Answer |
|---|---|
| An area or a tab I expect is missing. Why? | Kestrel shows only what your role may open. Ask your administrator which roles you hold, and compare them with the role table in this reference. If your role should open it, an administrator can change the role on the Roles page of Settings. |
| Why does a person's page show less than a colleague's? | Each page is built for the person looking at it. A section you may not read is left out, and Kestrel does not say how many entries it hides. |
| I cannot sign in with an emailed code. | Your school may have closed the emailed code and asks for a passkey. Sign in with a passkey you added on that device, or ask your administrator how your school signs in. |
| I lost a phone or laptop I signed in with. | Sign in on another device, open your account from the account menu and press "Remove" beside the lost device's passkey. That device can no longer sign in as you. |
| Why can I not remove my last passkey? | At a school that has closed the emailed code, your last passkey is your only way in. Add a passkey on another device first, then remove the old one. |
| How do I change my name or address? | Your name and address come from the school. Ask the office to change them. |
| I shared my calendar feed address by mistake. | Open the Calendar page and press "Get a new address" or "Stop the feed". The old address stops working at once. |
| Does Kestrel sync with Outlook, Teams or SharePoint? | It does not synchronise mailboxes or documents with them. Where the school connects Microsoft 365, a member of staff who turns it on sees their own Kestrel calendar in Outlook, and a wellbeing case meeting reaches the staff asked to it as an Outlook invitation whose answers are shown on the case. A member of staff can file an email or a meeting from Outlook to a student's record with the File to Kestrel button. Each person can also start a calendar feed that Outlook or Google subscribes to. Email to families goes out through Kestrel's own send path, and documents are kept in Kestrel's own document store. |
| I am a parent. Who do I ask about a problem? | Ask the school. The school brings the problem to us when it is in Kestrel. |
| I want to see, correct or delete my own record. | Write to privacy@hoverpoint.io. A request from a parent, a student or a member of staff goes there. |
| Something stops me using Kestrel because of how it works with my device. | Write to hello@hoverpoint.io with the page and what happened. The accessibility page in the documentation sets out what Kestrel is tested against, and how to complain further. |
How to reach support
Write to support@hoverpoint.io, at any hour. Support answers in business hours, which 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. Anyone on a school's staff can ask. The "Support" entry in the account menu opens the support page in the documentation.
- Say what you were doing and what you expected to happen.
- Give the address of the page and the time it happened.
- Leave out each student's personal information. The page's address is enough for us to find the fault.
- Give the request a priority from the table below. If we think it belongs at another priority, we say so and why.
- Quote the build shown on the last line of the account menu.
Priorities and replies
The school gives each request its priority. A reply is a person at Hoverpoint who has read the request, agreed its priority and told you what happens next. Each target counts business hours from when the request reaches us.
| Priority | What it means | First reply within | Updates |
|---|---|---|---|
| 1: The school cannot work | No-one at the school can sign in or reach Kestrel, the roll cannot be marked, or records are missing or wrong. | one business hour | every two hours until it is fixed |
| 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. | four business hours | each business day until it is fixed |
| 3: A task has a way round it | Something does not work as it should, and there is another way to do the task. | one business day | None promised |
| 4: A question or a request | How to do something in Kestrel, or a change the school would like. | three business days | None promised |
When a problem is not being fixed
- Ask for support, and give the request a priority.
- If a target passes without a reply, an update is late or the school is not satisfied, write to support@hoverpoint.io with "Escalation" in the subject. A director of Hoverpoint replies within one business day, saying what will be done and by when.
- If the escalation does not settle it, raise it under the agreement. The Terms of Service set out how.
If Kestrel stops answering, an alert reaches us and your school's nominated contacts get a message saying so, and another once it answers again. Tell us as well if the school cannot work.
Where to read more
- "Questions schools ask" in the documentation, at /docs/faq.
- "Support" in the documentation, at /docs/support.
- "Accessibility" in the documentation, at /docs/accessibility.