Support
How to get help with Kindra, who to write to, and what to expect when you do.
If your service uses Kindra
Write to support@kindra.co.nz. From inside the console, open Help and choose Report a problem: it sends an email to the same address with your own address as the reply-to, so the answer comes back to you.
Say which service you are at, which screen you were on, what you expected and what happened instead. Describe the screen rather than pasting a child’s details into the email: a fault can be found without a name or a health record, and an email is a copy that outlives the fix.
Hours
Support is staffed from 8am to 5pm New Zealand time, Monday to Friday, excluding public holidays. A report made outside those hours is picked up at the next opening. Anything that could affect a child’s safety, or that looks like unauthorised access to records, is treated as the most urgent kind of report until it is shown not to be.
Response targets
Each report is given a severity, graded by the harm it could do rather than by whether something is down. A report we cannot yet confirm is handled at the severity it would have if it were true.
| Severity | Acknowledged | What it covers |
|---|---|---|
| S1 | Within 1 hour | Child safety, unauthorised access to records, or records lost for good |
| S2 | The same business day | A figure or record the service must rely on for funding or licensing is wrong or missing |
| S3 | 1 business day | Something is broken and there is another way to do it |
| S4 | 3 business days | Everything else: wording, layout, questions and requests |
The clock starts at the next opening for reports made outside hours. An S1 is worked on continuously until it is mitigated; an S2 gets a fix or a documented workaround within 2 business days. These are targets, not a contractual service level. Kindra is supported by one person, and the targets stop while that person is away.
If you are a parent or family member
Kindra is run for your child’s service, and the service holds your family’s information. For anything about your child’s record, your login, or what you can see in the app, contact the service first: it can answer most questions itself, and it is the only one that can change a record. If it needs us, it will bring the question to us.
The Kindra app on a phone or tablet
The same address, support@kindra.co.nz. Say that you are using the app rather than the console, and what kind of device it is. If you are a family member, ask your service first, as above.
Is it working right now?
A public status page shows whether the console, the parent portal and this website are reachable: stats.uptimerobot.com/83739Kd2Mt.
Security
To report a security issue, write to support@kindra.co.nz with enough detail to reproduce it. We will confirm receipt, and we will tell you what we found whether or not it turns out to be a fault.
Privacy
The privacy statement says what the software holds, where it is held, and who can see it. Deleting your information says how to ask for information to be removed, and what is kept. For a privacy question about the software itself, write to Salix at vakkas@salixtech.co.nz. For a question about your own or your child’s information, ask the service, which is the agency that holds it. If a complaint is not resolved, the Office of the Privacy Commissioner is at privacy.org.nz.