Our Support Team Provides Technical Software Support
That means we can help you with:
How to use features in Xcursion Planner
Technical issues and bugs
Setting up your school, staff and integrations within the software
Requesting new activity templates
Requesting new features
Billing, trials and subscriptions
We Don't Provide Safety or Emergency Advice!
Our support team provides technical support only! It does not provide advice on trip safety, risk management, or duty of care at any time, under any circumstances.
That includes:
Whether an activity is safe to run: That decision rests with the staff leading the program and with your organisation.
Whether your risk assessment is adequate: We can show you how to use the software. We can't review or approve your planning.
Whether your school meets its duty of care or legal obligations: We base everything we do on the international standard. This does not consider you local jurisdiction, so you are responsible for ensuring you meet those standards.
What staffing ratios, qualifications, or controls a particular activity requires: This is again is a decision for your organisation based on your local requirements.
Any guidance during an incident: We're a software company not an emergency response organisation.
This is a clear and deliberate boundary from our team and how we can help you. Our support team are software specialists they are not qualified to advise you or your organisation on the safety of your programs. Therefore no safety or process questions will be answered, they will be referred back to your organisation for internal consideration. Only the people on the ground, with knowledge of your students, staff, location and conditions are in a position to make those calls.
All users during their first sign on agree to the software disclaimer and limitations or use. Part of what is acknowledged is that every person using the software has a fundamental understanding of good risk management principles. The software supports that experience, it doesn't provide it in any way.
In an Emergency
If someone is injured, missing, or at immediate risk, do not contact Xcursion Planner support!
Contact your local emergency services
Follow your school's emergency response plan
Contact your school's designated emergency contact
Xcursion Planner support is not an emergency response service, is not staffed around the clock and cannot provide assistance during an incident.
Where to Get Safety Training & Guidance
Within your school: your Risk & Compliance Manager, Deputy Principal, EOTC Leader, Educational Visits Coordinator or school leadership.
From Xcursion: Our training business exists for exactly this. We run online and face-to-face safety training for school staff, covering how to write risk assessments, camp and sports safety, international trips, and responding to missing student situations. We also provide consultancy with our senior leaders who do have decade of experience planning and running trips. These seniors leader do not answer anything through software support help desk.
NB: Even in our training we never make decisions for your school. We build your staff's capability so they can make better decisions themselves. The responsibility stays where it belongs with your organisation's leadership.
How to Reach Support
Email: [email protected]
Xcursion AI Chat (Coming Soon): will be available inside Xcursion Planner