Support
We are here to help you with any issues or questions you may have regarding Schoolyear AVD. This page outlines the different ways you can get support.
Support Eligibility
Section titled “Support Eligibility”Please note that support is only available to registered members of your institution’s technical service team. Each customer can register up to three designated contacts.
These contacts must be registered with Schoolyear before they can access support services. Emails from unregistered email addresses will be automatically rejected. To register or update your contacts, please reach out to your account manager.
Supported Versions
Section titled “Supported Versions”Support is only provided for supported versions of our software. Please ensure you are running a current and supported version before contacting support. You can find more information about our versioning and support policy on our Versioning page.
Support Channels
Section titled “Support Channels”We offer several channels to get in touch with our support team. Please choose the one that best fits your needs.
Email Support
Section titled “Email Support”For non-urgent questions and issues, you can reach us by email at avd@schoolyear.com. We strive to respond to all inquiries within 48 hours.
To help us resolve your issue as quickly as possible, please include the following information in your email:
- A detailed description of the issue you are experiencing.
- Any relevant error messages, screenshots, or log files.
- The steps you have already taken to troubleshoot the problem.
Schedule a Meeting
Section titled “Schedule a Meeting”If you prefer to discuss your issue in person, you can schedule a meeting with our support team via our booking page.
Emergency Support
Section titled “Emergency Support”For critical issues that require immediate attention, you can contact our emergency support line at +31 85 001 43 00.
Please note that this service is intended for emergencies only. The cost for using the emergency support line is €750 for the first three hours.
Included Support
Section titled “Included Support”By default, your license includes five hours of support per year. This time can be used for any of our support channels, except for emergency support, which is billed separately.
If you require more than the included five hours, additional support can be purchased in increments of 5 hours.
Managed Service Partner
Section titled “Managed Service Partner”If you anticipate needing a significant amount of support or require more hands-on assistance, we can refer you to one of our trusted managed service partners. Please contact us for more information.