Getting help

For everyone

That is the whole of it. One address, inbound and outbound, for everything this product sends and everything you send back – an invitation, a sign-in code, a warning that a credential is lapsing, and a question about any of them. There is no second address and no no-reply, so a reply to any email from Ten Points reaches a person.

If your school filters email, allowing that one address allows all of it.

What to include

Your school’s name. More than one school has a Year 4 Willow.

What you were trying to do, and what happened instead. In that order.

The address of the page, if you were on one.

Never a child’s name or anything they wrote. If a question is about a particular child, say “a child in 4 Willow” and we will work out the rest with you properly. An email is not the place for it, and a journal entry is not something to paste into one.

The things only we can do

Four things reach across schools, so they sit on our side of the product rather than in your Admin screens. If you need one of these, this is the address:

Connecting your MIS. Tell us which system you use.
Erasing a child’s record. You ask from the child’s screen; we carry it out.
Restoring a domain claim that has lapsed.
Anything to do with a login itself, as opposed to the role that login holds at your school.

Reporting something that looks wrong

If Ten Points shows you something that looks like another school’s data, or lets you reach something you do not think you should, tell us straight away and we will treat it as the most serious kind of report. Include what you saw and what you were doing; do not include the data itself.

Suggesting a guide

These pages describe the screens that exist today. If you went looking for something that is not here, that is useful to know – either the guide is missing or the feature is, and we would rather tell you plainly which.

The site is built from a public repository, so a correction can also arrive as a pull request: github.com/Ten-Points/documentation.