Support commitment
Last updated 21 September 2026
What you can expect from Ceidwad support, written at a level we can meet every time rather than one that reads well in a tender. If we ever cannot meet it, we would rather tell you than quietly miss it.
Who supports you
Ceidwad is a small company and your support is handled directly by the people who build the product. There is no first-line script and no ticket queue you cannot see the end of. The trade-off is honest and worth stating: we do not offer overnight or weekend cover, because we would not be able to honour it.
Support hours
Monday to Friday, 08:30 to 17:00 UK time, excluding public holidays in England and Wales. A business hour means an hour inside that window — a critical issue reported at 16:00 on Friday has until 11:00 on Monday, and in practice we would look at it sooner.
Outside those hours you can still report an incident through the product and by email; it will be picked up when cover resumes.
How we classify an issue
We set the severity when we respond, using the definitions below. If you think we have it wrong, say so and we will reconsider — the definitions exist to make that a short conversation rather than a judgement call.
Ceidwad is unavailable, or a fault in Ceidwad is actively affecting your ability to respond to a live cyber incident.
Nobody at your school can sign in · your response plan will not open during an incident · data is visibly wrong in a way that could mislead a decision.
A significant part of Ceidwad is not working, and there is no reasonable way around it.
A daily check has stopped running · reports will not generate · a connected system has stopped reading and reconnecting does not fix it.
Everything else: questions, requests, small faults, and anything with a workaround.
How do I add a colleague · a figure needs explaining · a page looks wrong but works.
These are response targets: the time by which a person has read your issue, told you what they think it is and what happens next. They are not resolution times. How long a fix takes depends on the fault, and we will tell you what we know rather than give you a date we invented.
How to reach us
- Anything about the service — hello@ceidwad.co.uk, or the support area inside Ceidwad.
- Anything about security or data protection — security@ceidwad.co.uk. Use this for a suspected vulnerability, a data protection question, or a subject access request.
- A live cyber incident at your school — start the incident in Ceidwad, which gives us the record and the clock, then email us. Do not wait for us to reply before acting on your plan.
If we are not responding
Escalation matters most when the ordinary route has failed, so it is deliberately short:
- Reply to your own email thread with ESCALATION in the subject line. That marks it ahead of everything else in the mailbox.
- If you have had no reply within one further business day, email security@ceidwad.co.uk, which is monitored separately.
- If you still have no reply, your contract gives you a route to the company directly; the registered office and company number are in the footer of every page on this site.
What this is and is not
This page describes the service we aim to give every customer. It is not a contractual service level agreement in itself — where you hold a signed Order Form, that document and its terms govern. We publish this so you can see what you would be buying before you ask for paper.
There is no public status page today. If Ceidwad is unavailable we will email the contacts on your account rather than expect you to find a page. Our resilience position explains what we have measured about recovery.