Support policy

1. About this policy

Last updated: 10 October 2026.

This policy applies to universities on paid plans, unless the order form says otherwise. It sits alongside the service level agreement, which sets response targets, and the terms of service.

2. How support works

Support works in two lines. Students and staff first go to their university's IT service desk or system owner, who knows their courses, roles and local set-up. The university's named contacts then raise requests with us when they need us. This keeps answers fast and local, and means we hear about issues from people who can test and confirm them.

3. Who can raise requests

• Administrators named in the university admin console.
• Named product owners, such as the exams office for Oxonia Mark or the secretariat for Oxonia Senate.
• The number of named contacts is set in the order form.

4. Channels and hours

Email support@oxonia.ai or use the help option in the admin console. Report suspected security incidents or personal data breaches to security@oxonia.ai straight away, at any time.

Support hours are 09:00 to 17:30, Monday to Friday, UK and Nigeria time, excluding public holidays in England and Nigeria, unless the order form sets other hours for your region. Self-help guides are in the help centre and guides and how-tos.

5. Priorities

Each request gets a priority from Critical to Low, based on its impact. Examples and response targets are in the SLA. During exam periods, results release and major governance meetings that the university has told us about, we treat issues affecting them as High priority or above.

6. What is included

• Help with using the products and the admin console.
• Investigating and fixing faults in the Services.
• Help with sign-in and learning platform connections that we have set up.
• Updates and new features as they are released. See release notes.

7. What is not included

• Fixing problems in the university's own systems, networks or devices.
• Large data imports, custom set-up and training beyond standard onboarding, unless the order form includes them.
• Faster response targets, which are available as a priority support add-on. Add-ons and their prices are on our pricing page.

8. Escalation and contact

If a request is not progressing, ask for it to be escalated to a senior member of our team by replying to the ticket or emailing support@oxonia.ai. If you are not happy with how a request was handled, see Complaints.