ParentPayCEO

ParentPay support services includes telephone, email and online resources. At busy times we have sometimes struggled to respond to answer all inbound calls and email/online enquiries are helpful for us in allocating cases. The current round of upgrades includes a new phone management system which allows us to have many more concurrent inbound calls, to match the increased staff levels. We never promise to be able to take every call, but in the future we'll be able to respond to many more than we could in the past.

ParentPay is being used successfully to collect payments in many schools and in the most part these schools are happy with the product and our service. Recently we have been undergoing some major upgrades in both the software architecture and server environment. Unfortunately, these didn’t go as smoothly as we wanted. I’m very sorry that has meant we let down some of our users. These improvements will allow us to scale the platform to many thousands more schools, whilst further improving stability and availability. The work is nearly complete, apart from the final layer of hardware upgrades taking place in the summer. With the issues we faced, it meant some users experienced degraded support services from our team over the last month or so while we battled with these issues and the increased support load. This is neither our usual service, nor what we strive to deliver to our customers and I’m very sorry that happened. My sincere apologies if you were affected by the recent events. We have added more support team members and have several more joining this month ready for the new term. With the additional infrastructure improvements, we believe the future will be much better for all our users. ParentPay will not respond to individual cases in forums, but if you have any unresolved issues, please resend details to the usual support email and mark them “FAO CEO” and I’ll ensure they are dealt with appropriately. Clint