A success team, not a ticket queue
Most school-software companies treat support as a cost center to be outsourced. We treat it as the most important feature. Real engineers answer in IST. No Tier-1 / Tier-2 / Tier-3 hierarchy. The person who wrote your feature is the person who replies.
Onboarding, training, and an actual human
Every school says the same thing after a year on cheap school software: 'The software was fine, but when something broke at 9 AM on results day, there was no one to call.' That moment defines whether the software lives in your office or dies in your office.
Ketpy treats that moment as the test it actually is. Our support team is in India. Our average chat response is under 4 minutes during school hours. Critical issues during fee collection or admission rush get a phone call from a senior engineer within 15 minutes. Forever, included.
<4 min
Average chat response
98.6%
CSAT (last 12 months)
24×7
India-based humans
What every Ketpy customergets
Free data migration
Your previous software's database lands on our migration team. Students, parents, fee history, attendance, marks, library records — all imported. We do not charge extra. Most migrations complete in 2–4 weeks.
14-day onboarding sprint
Day 1: kickoff call + sample tenant. Day 3: bulk-import dry run. Day 7: admin team training. Day 10: teacher training. Day 14: go-live with our team shadowing yours.
Two live training sessions
One for office team (admissions / fees / attendance / reports), one for teachers (marks / homework / live classes). Recorded for re-watching. Plus an open Q&A every Tuesday for the first 90 days.
24×7 India-based support
Real humans, in IST hours and after. Email, in-app chat, WhatsApp, phone. No bots. No 'open a ticket and wait 48 hours.' Critical school-day issues get phone callbacks in under 15 minutes.
SLA-backed uptime
99.9% uptime SLA on Pro, 99.95% on Enterprise. Real consequences if we miss it: service credit equal to a month of fees, automatic, no claim-form required.
Quarterly product review
Once a quarter, our customer success lead meets with your principal + ops head. Usage review, slow workflows, top 3 feature asks. Real engineering investment goes into your asks — we ship many of them.
Custom report engineering
Your board / state / governing-trust asks for a report nobody else has? Send the format. We build it. Free, on every plan. Most custom reports ship in 2 weeks.
Backup + disaster recovery
Daily encrypted backups, 35-day point-in-time recovery, geographically separate disaster-recovery site. We have never lost a customer's data — and we have been operating for 7 years.
On-site visits for big customers
Campuses with 3,000+ students get an annual on-site visit from our customer success team. Walk the campus, watch operations, find friction you might not have flagged.
A 14-day go-live with Ketpy
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Day 1
Kickoff + sample tenant
Kickoff video call with your principal + IT admin + accounts head. We share a sample tenant pre-loaded with your school name + crest + colors. You can start exploring immediately.
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Day 4
Data migration dry run
Your old data lands in a staging environment. You verify 50 random records against the original. We fix any field-mapping issues. Real production migration is scheduled for day 13.
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Day 7-10
Training
Two live sessions: office team (Day 7) + teachers (Day 10). Recorded for re-watching. Hands-on, not slide-show. By Day 11, most users can run their day on Ketpy.
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Day 14
Go-live + shadow week
Production data migrates overnight on Day 13. Day 14 you go live. Our team is on your school's WhatsApp group for the entire first week — instant answers, no SLA delays.
Before you decide
No. Email, chat, WhatsApp and phone support are bundled with every paid plan. Quarterly reviews, custom reports, and annual on-site visits (for 3,000+ student campuses) are all included.
On-demand training is included. We run a 'new teacher onboarding' live session twice a month. New office staff get a recorded onboarding plus a 1-hour live Q&A whenever you need.
First-line: in-app chat. If unresolved in 15 minutes, a phone call from a senior engineer. If still unresolved in 1 hour, escalation to the head of engineering. Critical issues on results day / fee-collection day are auto-escalated.
Yes — Gurugram, Bengaluru, Pune and Hyderabad. Customers passing through any of these cities are welcome to visit. Many have. We will buy you chai.
English, Hindi, Marathi, Tamil, Telugu, Bengali, Kannada, Malayalam and Gujarati. We route your chat to the right person based on your preferred language.