Flow is supported directly by Edlink. This overview explains how to get support, what to expect, and how support requests are handled.
How to Get Support
| Scenario | Where to Submit Support Requests |
|---|---|
| Your school uses Veracross | Submit a support ticket through Veracross. Their support team will triage the request and escalate Flow-related issues to Edlink when needed. |
| Any other platform | Email support@ed.link. This creates a ticket in our system and ensures the request is tracked by support and engineering. |
Documentation and setup guides are available at ed.link/docs and within platform-specific help resources when applicable.
Response Time
We aim to respond to support requests within 6 business hours. This is not a guaranteed SLA but reflects our typical practice during business days.
How Support Requests Are Handled
- Acknowledgment and Triage
- We confirm receipt and determine the nature of the issue.
- Investigation and Resolution
- Setup, configuration, and syncing issues are handled by the Flow team.
- Confirmed bugs or outages are escalated to engineering.
- For Veracross schools, communication flows through Veracross support unless direct collaboration is required.
- Status Updates
- We provide updates or request additional information as progress is made.
System Reliability
Flow operates on Edlink infrastructure. Edlink provides 99.9% API uptime for Grow and Enterprise plan customers.