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Kralis support works best when schools use the right channel for the right kind of need.

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Capabilities

The help flow supports:
  • self-service guide usage
  • support escalation when needed
  • better issue reporting
  • faster operator-to-support handoff

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Start with self-service guidance

Use product guides first when the need is:
  • setup sequencing
  • normal workflow clarification
  • a reminder of where a feature lives
  • best-practice usage guidance

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Contact support when needed

Escalate to support when the issue is:
  • blocking school operations
  • related to access or account problems
  • likely a bug
  • dependent on school-specific configuration
  • unclear after checking the guides

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What to include in a support request

A strong request includes:
  • your school or organization name
  • the Kralis area involved, such as SRMS, CBT, LMS, Fees, AI, or accounts
  • the affected user or role, without sharing passwords
  • what you expected to happen
  • what happened instead
  • screenshots, dates, error messages, or reference IDs when available

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Keep requests specific

Vague requests slow support down. Instead of saying:
  • “results are not working”
Prefer something like:
  • “In SRMS Results, after filtering JSS 2 and 2026/2027 First Term, opening one student’s result fails after generation”

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Operational support rule

When reporting a problem, always include the filters or selections that were in use at the time. Many Kralis workflows are scoped by year, term, class, section, subject, or user.