DATA & TECHNOLOGY
Portal Support & Service Levels
Portal Support and Service Levels
General Principle
WEQSC is committed to providing accredited schools with reliable, timely, and effective support in respect of the Institution Management Portal. This page sets out the support arrangements and service levels that WEQSC commits to.
Technical Support
WEQSC provides technical support to accredited schools in respect of the Portal.
Support is available through the following channels:
- Email — support@weqsc.org
- Portal — Accessible through the Portal
- Service Status — status.weqsc.org
Support Levels
Support is provided at two levels:
| Level | Scope | Target Response |
|---|---|---|
| Critical | Data loss, suspected compromise, inability to submit by a deadline, Portal inaccessibility | Within 1 hour during support hours |
| Standard | General questions, guidance on Portal use, assistance with a specific submission | Within 24 hours during support hours |
Support Hours
Support is ordinarily available during the following hours:
- Monday to Friday: 08:00 – 20:00 Central European Time;
- Saturday and Sunday: Closed.
Support is not available on public holidays in Switzerland.
Language of Support
Support is provided in English. Where the primary language of a school is not English, WEQSC makes reasonable efforts to provide support in a mutually understood language.
Onboarding and Documentation
Every accredited school receives a mandatory onboarding session for its Principal Portal User and up to two additional staff, within the Pre-Opening Compliance Window.
Ongoing documentation, in the form of written user guides and video tutorials, is provided through the Portal and through the official WISE web address.
Where the Portal is materially updated — by the addition of a new feature, the change of a workflow, or the amendment of a schema — WEQSC issues a written notice to all schools at least thirty days in advance, and provides updated documentation.
Service Levels
WEQSC commits to a Portal availability of 99.5 per cent, measured monthly, excluding scheduled maintenance windows.
Scheduled Maintenance
Scheduled maintenance is ordinarily conducted on the second Sunday of each month, between 02:00 and 04:00 Central European Time. WEQSC provides not less than fourteen days' notice of each scheduled maintenance window.
Emergency Maintenance
Where emergency maintenance is required, WEQSC provides as much notice as reasonably practicable.
Service Credits
Where the Portal is unavailable for a continuous period of more than four hours, or where unavailability affects a submission deadline falling within seven days, WEQSC:
- Notifies all schools as soon as reasonably practicable;
- Extends the affected deadline by a period equal to the duration of the unavailability, plus one business day;
- Considers whether further remedies are appropriate.
Notification of Suspected Breach
A school may notify WEQSC of any suspected breach of the service levels. WEQSC investigates and responds within fourteen days.
Escalation
Where a school is dissatisfied with the resolution of a support matter, it may escalate the matter to the Senior Officer of the school, who may in turn escalate it to the Secretariat.
Incident History and Post-Incident Reports
WEQSC maintains a public record of incidents affecting the Portal, and publishes post-incident reports for significant incidents.
Breach — Consequences
A breach of any provision of this page by WEQSC is addressed in accordance with the Accountability section of this portal.
A breach of any provision of this page by a school is subject to the audit regime and, where applicable, to the suspension and termination regime.
Conclusion
The Portal support and service levels set out in this page ensure that accredited schools receive reliable and effective support in the use of the Institution Management Portal. All support procedures not expressly set out in this portal must follow the Secretariat's official bylaws.