# WYG School Contact and Support Process

**Status:** Pilot operating procedure  
**Updated:** August 23, 2026  
**WYG intake:** wygplaybookapp@gmail.com

## Required contacts before launch

| Role | School | WYG |
|---|---|---|
| Authorized contract signer | [NAME / EMAIL / PHONE] | [NAME / EMAIL / PHONE] |
| Program owner | [NAME / EMAIL / PHONE] | Product support |
| Privacy/student records | [NAME / EMAIL / PHONE] | wygplaybookapp@gmail.com |
| Security/incident | [NAME / EMAIL / PHONE] | wygplaybookapp@gmail.com + [PHONE] |
| Technical support | [NAME / EMAIL / PHONE] | wygplaybookapp@gmail.com |

WYG will not begin the student pilot until the privacy and security contacts have completed a two-way contact test.

## How to request help

Include the School/program, requester, role, urgency, affected users, time observed, expected behavior, and a description that avoids unnecessary student information. For access or data-rights requests, use the authenticated workspace when possible. Do not email PINs, invitation/recovery codes, answer keys, or student exports.

## Severity and proposed pilot response targets

- **P1 — Security or pilot unavailable:** suspected student-data exposure, cross-program access, or service unavailable to all pilot users. Acknowledge within 4 business hours; begin continuous response; notify security/privacy contacts under the incident procedure.
- **P2 — Major workflow impaired:** multiple users cannot sign in, submit, export, or view assigned work. Acknowledge within 1 business day; provide workaround or plan.
- **P3 — Individual issue:** single-user access, content, score-review, or ordinary product defect. Acknowledge within 2 business days.
- **P4 — Question or request:** training, feature, contract, or non-urgent guidance. Acknowledge within 3 business days.

These are proposed pilot targets, not guaranteed service levels until included in a signed agreement. Business hours and holidays: [COMPLETE BEFORE SIGNATURE].

## Escalation

If a request exceeds its target or concerns student privacy, the requester may mark the message **ESCALATION** and include the original request date. WYG escalates P1 events to the named incident lead and School contacts. Contract or legal disputes go to the authorized signers and counsel; student data remains restricted while the matter is resolved.

## School onboarding and recurring check-ins

Before launch, WYG confirms authorized users, roster fields, notices, data schedule, support contacts, test content, mobile readiness, and success measures. During the pilot, the parties hold [weekly/biweekly] check-ins covering completion, accuracy, retest improvement, support tickets, privacy/security events, requested changes, and any plan to expand scope.

## Closing the pilot

At pilot end, the School chooses renew, export and delete, or an agreed temporary extension. WYG documents open issues, exports requested data, deactivates access, completes deletion under the signed schedule, and provides a completion certificate.