Customer resources · Draft
Support policy
How to reach us, what to include, and how support is prioritised. Contractual support hours and targets exist only when a signed order form states them.
Current contact path. Use Support & Feedback on the PWE Studio homepage. It opens your device's Mail or Messages application with prepared text; you review and send it. PWE Studio does not claim automated delivery, ticket tracking or 24/7 monitoring.
Never include passwords, access codes, payment details or sensitive student information in the first message. Include the studio name, affected role, approximate time, page and a non-sensitive description.
Priority guide
| Priority | Example | Draft initial response* |
|---|---|---|
| P0 | Confirmed privacy/security incident, all authorised users blocked, or risk of material data loss | 2 business hours |
| P1 | Registration, attendance or family access unavailable with no safe workaround | 1 business day |
| P2 | Degraded workflow or incorrect presentation with a workaround | 2 business days |
| P3 | Enhancement, training or future integration | 5 business days |
* These are planning targets, not resolution guarantees. A production order form must confirm support hours, timezone, public holidays, included effort and after-hours terms before a target becomes binding.
What happens after contact
- We acknowledge the issue and confirm its priority.
- We request the minimum reproducible, non-sensitive evidence.
- Security and data risks are contained before ordinary diagnosis.
- We identify the current version, delivery mode, tenant and affected workflow.
- We communicate a safe workaround or the next update, then verify any repair in the affected surface.
Security and privacy reports
For suspected unauthorised access or exposed student information, state that in the subject line and contact info@pwestudio.site, attention Lee L, Privacy Contact. Do not attach the exposed data. The incident process and any legally required notification are governed by the privacy policy and applicable law.
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