Support Policy

All Calls and emails will be charged at the standard contract, pre-paid or adhoc rates.

Please Note a training session that is cancelled without 24 hours notice is still chargeable.

A customisation is deemed to be:

• any change made to software supplied by SchoolPRO
• Creation, change and testing of Merge Document templates
• Creation, change and testing of MS Word Report Writer report templates
• Creation, change and testing of Academic report templates
• Creation, change and testing of Stored Queries

The following are not covered:

• Customisations
• Data entry

• A call due to a defect in the software

• Invoices for support and training are issued once a month
• The invoice identifies all recorded contact with the client including email, phone calls, remote connection and training, onsite-training, customisations and so on.
• Each item will be identified as either chargeable or not chargeable.
• Items are charged in 6 minute lots.

SchoolPRO Pty Ltd (SchoolPRO) is committed to ensuring the privacy of personal information which you (the Visitor) might supply to us directly or via our web site (*.schoolpro.com.au). When you access our web site and submit any data to us, your submission is an acknowledgment of and agreement with the terms of this statement and to the use of that data by SchoolPRO.
Any data of a personal or sensitive nature that is collected by SchoolPRO will only be used as necessary for the business to be transacted between us and for the purposes of providing our visitors and clients with better services and products. It will not be disclosed to anyone else unless we are required by law to disclose it or you tell us we can or should.
Emailed responses and additional or new information regarding the products and services of SchoolPRO may be accessed on this site based on information we have collected from our Visitors. Much of the information can be collected automatically when a Visitor hits this site. We also provide an email address, This e-mail address is being protected from spambots. You need JavaScript enabled to view it for you to send us information about the site or our products and services or concerns about the privacy of information. The email address is listed on the Contact page.
SchoolPRO access to the collected Data is limited to authorised persons - employees and in some cases contractors and consultants who are all bound by contractual obligations to maintain the confidentiality and privacy of that Data.
Where there is a password or key provided to you to access this site or any secure part of it, then it is important to keep that password or key secret like an ATM PIN. Data held by us is kept in a separate secure location not accessible from the Internet.
We may, in the ordinary course of our own business, use Data to direct market our products and services. Where you have provided information by email, this electronic method will be used in preference to other methods. You should indicate in your email if you prefer not to receive that marketing material in this manner. Most of the information we send to you which might be classed as direct marketing material will also provide you with an opportunity to refuse future material from us.
Any information provided to us in order for SchoolPRO to fix, update or customise data, is never used for any purpose other than to fix, update or customise the data. We will not hand this data to anyone except when bound by the law to do so.  All your School information, including entity details and the like is kept on our business server, or individual Employees computers. If you would like your us to delete your data from our systems after the task is completed please let us know by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it . NOTE: you need to send us notification of this each time data is sent to us.  Please note that data sent via email will reside not only in our email system provided by Google but also our helpdesk (provided by Kayako).  We don't recommend data files be sent via email.  SchoolPRO can't be held responsible for how data is transferred from and to us as this is largely out of our control.  SchoolPRO makes all reasonable effort to keep data secure on our business server and individual Employees computers.
If any of the personal information which you submit to us through the Website or email, changes or becomes inaccurate, we ask that you notify us of the changes via This e-mail address is being protected from spambots. You need JavaScript enabled to view it or through the appropriate forms on the website. Unless you tell us, we cannot be responsible for inaccurate or out of date information.
SchoolPRO is continually assessing and updating its systems to ensure the security of information on the Website as well as that retained on our independent systems. All reasonable efforts are made to provide an acceptable level of confidence that submitted Data cannot be used by unauthorised persons or in a manner likely to affect the reputation or standing of clients or visitors.
The sort of information we hold and collect which might include personal information is:

• your organisation's legal name
• your business and trading names
• the name and title of the individual who represents your organisation or accesses the Website on your behalf
• the email address of that individual and the organisation
• the website address and the domain type of your organisation
• the telephone, facsimile, postal and street addresses of the organisation
• information disclosed about your organisation in the enquiry or message submitted in the Data, including information we might be able to infer from the context such as sectoral, employment, turnover, geographical, and size issues
• the subject matter of the enquiry or message.

Much of what is collected and stored is for our own use only to evaluate the effectiveness of our Website and the services and products we post on that site. We use the information to improve the site content or navigation. Cookies may be used to gather statistical information that will assist in understanding what users find interesting and useful on our Web site. No personal information can be identified about the user through cookies, however, they will enable you to take full advantage of the services we offer. The use of cookies is an industry standard and you'll find most major websites use them. Most Internet browsers are pre-set to accept cookies. If you prefer not to receive cookies, you can adjust your Internet browser to disable cookies or to warn you when cookies are being used. Alterations to these settings may, however, affect the functionality of our Website.
A piece of code may also be embedded into pages of our Website. This provides statistical site usage information relating solely to Internet usage behaviour. The code is not used and will not be used to collect or store personal information.
Other information might be used by us to enable us to be proactive in assisting you in matters that either you or we have identified as relevant to your organisation and in particular, we may contact you to assist you in navigation of the Internet itself or location of like organisations suppliers or others with whom you may deal. We may also use the information to contact you and alert you to regulatory or compliance matters that might affect you. Or we simply use the information to contact you to obtain your consent or authority to use the Data in a particular way not mentioned here.
Subject to the rights of other Clients, Visitors and persons whose information may be collected and aggregated with yours, you may request and we will disclose to you details of your personal information in the Data that we hold at any time. Given our commitment to your privacy, we can request verification from you and evidence to support such a request to ensure that the person who so requests that information is the person entitled at law to receive it.
Most importantly, your personal Data will not be given to any third party by us, unless it is specifically required by law (law enforcement rights or where there is a threat to someone's safety involved are the usual cases) or where full details have been given to you and you have provided us with your approval or consent. SchoolPRO uses different techniques and services to analyse usage statistics on our Website. This analysis is performed using anonymous data collected from the SchoolPRO website. No personally identifiable information is collected by our analysis facilities and we cannot link this anonymous statistical data to any personal information you may have volunteered to SchoolPRO for registration purposes or for any other requests for products and services.
If your organisation prefers, it may remain anonymous to the extent that the name of the organisation need not be provided to us or in being provided it is marked in a way that indicates that you prefer not to be personally identified. However, all other data necessary for contractual relations to exist in real time must be provided through this electronic system if the purpose of the visit to this site is to enter into any legal relationship with any other visitor or user or with us.
You should be aware that our website from time to time will contain links to other sites and those sites may have different privacy provisions. SchoolPRO is not responsible for those sites or for any consequences of you accessing them through our Website.
You may at any time request SchoolPRO to delete all Data held by us in relation to your organisation and we will take all reasonable steps to action that request promptly. However, there may be technical or other constraints to completely destroying all the details of your visit and the information contained in your Data, as well as legal and statutory duties and responsibilities imposed on us that might also prevent us from destroying or removing from our records all such information.
If you have any queries concerning this Privacy Statement, contact SchoolPRO’s Helpdesk via our Contact page.