ParentMail provides a comprehensive range of parental engagement services; including, communications via email/SMS/app notifications, online payments for meals/trips/tickets/events, automated Parent evening booking as well as automated electronic forms for data collection and parent surveys. Parents can choose to use the web or the free app for iOS and Android.
- Complete parental engagement solution
- Choice of native apps or web account access for parents
- Manage all services across multiple schools from one login
- Access from anywhere with simple yet secure web browser
£418 per licence per year
- Education pricing available
- Free trial available
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
Planned maintenance is completed out of hours to ensure continuity of service.
Operates using an internet connected web browser.
|Email or online ticketing support||Email or online ticketing|
|Support response times||Typically requests are responded to within 15/20 seconds for support via live chat, emails are responded to within a target time of 1 hour.|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AAA|
|Web chat accessibility testing||Our supplier.....|
|Onsite support||Yes, at extra cost|
Our support channels and service levels are as follows;
Online Help Site available 24/7 with FAQ’s and system guides, including video guides with audio and subtitles.
Pop-up walkthroughs built into the system.
(2 minute SLA) Live Chat support available Mon-Fri 8:30am-4:30pm except for bank holidays.
(2 working hour SLA) Email support available Mon-Fri 8:30am-4:30pm except for bank holidays.
(24 hour SLA) Outbound telephone support (accessed by raising a call back request via email or live chat) available Mon-Fri 8:30am-4:30pm except for bank holidays.
|Support available to third parties||Yes|
Onboarding and offboarding
All school users are provided free telephone training using webex type software where screens are shared and users step through the service and how to use it. This training can be on a one to one basis or a group of two or three users. The training covers each module of the service the school has purchased, communications, payments, parent evenings, surveys, meetings and events etc. Training can be repeated at the school's request at no additional charge.
Additional on-site training is available if required for larger groups and is structured on a 1/2 or full day basis and paid for by invoice in addition to the current software licence charges.
Every screen inside ParentMail also provides interactive helps that 'walk' the user through tasks and can also bring up online video on how to guides. These walkthrough screens and videos are provided free of charge as is a comprehensive school and parent help site that is accessible from within the software.
|End-of-contract data extraction||
Data can be extracted by school users at any time through the user interface. Data is also destroyed 7 days after the end of contracts in accordance with our GDPR policies available @
Data extraction, parent pupil data as well as payment history reports are provided as standard and are communicated at the end on the contact period. Once terminated all data is automatically destroyed after 7 days in accordance with our GDPR policies available at
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Desktop service uses a browser as described above however ParentMail is also available using a native app for iOS and Android. This means that the service can run in the background on the parent's phone eliminating the need for them to check if they have messages or items to attend to such as payments. This significantly increases their usage of the service by as much as 40%|
|Accessibility standards||None or don’t know|
|Description of accessibility||Service is accessible from any internet-connected device, mobile, tablet, laptop and pc running a browser from any of the leading providers, Google, Microsoft, Apple, Firefox etc.|
|Accessibility testing||None specifically, however, all user issues are logged and if possible incorporated into the development.|
|Description of customisation||
Users can upload a school or trust logo and add in school contact details and websites.
Additionally, schools can have a branded and customised app for parents at no cost. This is developed by ParentMail as part of the service without charge.
|Independence of resources||
We use a combination of techniques to help mitigate such risk.
high availability services,
real-time application performance monitoring,
Database sharding and the ability to burst out into the public cloud.
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||No|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Data is extracted in report format into .csv format through the report section of the service at no charge.|
|Data export formats||CSV|
|Data import formats||
|Other data import formats||Direct data exchange from most MIS platforms such as Sims|
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||
Availability and resilience
The current ParentMail service operates at 99.98% availability and has provided greater than this since its launch in 2015.
We do not operate a service credit model.
|Approach to resilience||This information is available on request.|
We provide a public dashboard accessible to schools and host public service updates detailing release notes and details of all maintenance updates.
We also email in advance of any planned maintenance to enable schools to plan around wherever possible.
In the event of a prolonged outage, email updates are sent as well as the use of social media such as twitter and facebook.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Access to the service for management and support channels is only available from within the ParentMail network. If access is required outside of this network 2FA authentication is required using a known device running ParentMail installed software.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||Between 1 month and 6 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||Between 1 month and 6 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||TrustWave|
|PCI DSS accreditation date||18/09/2018|
|What the PCI DSS doesn’t cover||Cardholder present transactions as these are not possible using Parentmail|
|Other security certifications||Yes|
|Any other security certifications||Cyberessentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
|Information security policies and processes||
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||ParentMail is operated as a web-centric service, changes are limited to the addition of a school logo and school colours.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
The ParentMail service undergoes monthly third-party penetration testing with comprehensive reporting as part of this process as part of our PCi DSS security assessment.
These reports identify threats from configuration mismatches, vulnerable software versions and patches. The software is patched to cover all relevant updates to a schedule that takes into account the treat and potential severity. These policies and procedures are confidential due to the nature of the content.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We utilise internal and internal threat monitoring services to constantly monitor access, usage and data changes. Processes and procedures are company confidential due to the nature of the information contained.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
These are defined in the IRIS incident management process, a summary is available at;
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£418 per licence per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||The full package is available for a trial in some circumstances for example MAT or Local Authority senarios.|