Talk to us
Three addresses, one repository and a calendar link. The table below sets out what to send where and what comes back, with response times we actually hit rather than the ones a support policy would like to advertise.
| If you are asking about | Send it to | Realistic response | What you get back |
|---|---|---|---|
| Design partner enquiry | ross@getkastr.com | Same business day | A reply from the founder, not a sequence. If you are a fit, a 30-minute call with your own export loaded. If you are not, we say so in the first email and tell you who to look at instead. |
| Pricing question | ross@getkastr.com | Same business day | Usually a link, because the whole price list is already published. Where it gets interesting is enrolment banding, multi-year terms and co-op purchasing, and those get a written answer with the arithmetic shown. |
| Security review, DPA or vendor questionnaire | security@getkastr.com | 2 business days for a completed questionnaire | The master agreement, the DPA, the sub-processor list and a security overview, with no email gate and no NDA required to read them. Standard questionnaires come back completed rather than as a link to a portal. |
| Migration or importer question | GitHub issues, or ross@getkastr.com | 1–2 business days | The importer is MIT-licensed and public, so a bug report is a real issue on a real repository. Data-specific questions get answered against your actual export if you send a sample. |
| Vulnerability disclosure | security@getkastr.com | Acknowledged within 1 business day | An acknowledgement with a tracking reference, then a fix or a written explanation of why not. We publish nothing about the finding until you are ready. |
| Press or analyst | ross@getkastr.com | 1–2 business days | An honest answer, including "we are pre-launch and have no customers", which is the sentence most vendors will not give you on the record. |
| Support, once you are a customer | support@getkastr.com | Under 1 business day in term; same day June to August | A human. Our SLA is deliberately tighter in the summer, because that is when a district is doing the work that decides whether the year goes well. |
These are the times we actually hit, not the times a support policy document would like us to advertise. If we miss one, email ross@getkastr.com and say so — that address is the escalation path, and there is not a longer one.
The addresses, and what each one is for
ross@getkastr.com is the founder and the default. Design partner enquiries, pricing questions, press, and anything you are not sure how to route. It is also the escalation path if another address has gone quiet, and there is nothing above it.
security@getkastr.com is for security reviews, DPA requests, vendor questionnaires and vulnerability disclosure. Send a questionnaire here and it comes back completed rather than as a link to a portal. Procurement documents — the master agreement, the DPA, the sub-processor list, the security overview and the architecture diagrams — go out from this address the same day, with no email gate and no NDA required to read a contract.
support@getkastr.com is for districts under contract. The SLA is under one business day during the school year and same day between June and August. The summer is deliberately the tighter commitment, because June to August is when a district does the roster work, the cutover and the training that decide whether the year goes well, and a two-day reply in July costs far more than a two-day reply in November.
GitHub is at github.com/kastr, where the ParentSquare importer, the CLI and the MCP server live under MIT licences. Importer bugs are best raised as issues; they are public, which is the point.
A calendar is at cal.com/kastr/intro for a 30-minute slot if you would rather pick a time than exchange emails. What that half hour covers is set out on the design partner page, so nobody arrives expecting a slide deck.
What to include so the first reply is useful
The difference between a one-line reply and a useful one is usually four facts, so if you have them to hand, include them:
- District and approximate enrolment. Enrolment sets the pricing band and changes which parts of the answer matter.
- Current vendor and renewal month. This is the single most useful thing you can tell us, because it determines whether a summer cutover is even available to you this cycle or whether you need a bridging extension first.
- What is actually broken. A price increase, a reach problem, a front-office workflow, an acquisition you are unhappy about. The answer differs sharply, and for a couple of those the honest answer is that another vendor fits better.
- Your hard requirements. If a completed SOC 2 report, SSO, attachments or push notifications are non-negotiable, say so in the first email and we will tell you in the first reply that we do not have them, rather than discovering it together in week six.
You do not need to email us to get the commercially sensitive things. The price list is published. The compliance posture, sub-processor list and retention defaults are published. The comparison pages carry the rows where we lose. Email gets you the contract documents and a human; it is not the gate on the information, because there is not one.
What we will not do
We will not put you into a nurture sequence. One reply from a person, then a follow-up if you asked for one, and silence otherwise.
We will not require an NDA before showing you the master agreement or the DPA. A contract you cannot read before signing is a negotiation you have already lost, and legal review is exactly the stage where we would rather be slow and open.
We will not quote you a price different from the published one. The list is the list, and a design partner locks it for the full 36 months under §3.2 regardless of what the list does later.
We will not claim a capability we do not have in order to stay in an evaluation. If you ask about SSO, file attachments, push notifications, native SIS connectors or a completed SOC 2 report, the answer today is no in each case, and it will be no in the email as well as on the trust page.
Where we are, and when we answer
We work remotely and on US school-district hours, which in practice means an email sent during a district's morning gets a same-day reply and one sent late in the evening gets an answer the following morning. There is no phone queue and no chat widget, because with a team this size both would be a worse experience than an email that is genuinely read.
Vulnerability reports are acknowledged within one business day with a tracking reference, and we publish nothing about a finding until the reporter is ready. There is no paid bounty programme — an earlier version of the trust page advertised specific dollar amounts, which was aspirational rather than funded, and it has been removed rather than quietly left up.
If a message has gone unanswered past the times in the table above, that is a failure on our side. Send it again to ross@getkastr.com with the word "chase" in the subject and it will get looked at that day.
Questions people actually ask
How quickly does Kastr respond?
Design partner and pricing enquiries get a same-business-day reply. Completed security questionnaires take about two business days. Migration and press questions take one to two. For districts under contract the support SLA is under one business day during the school year and same day from June to August, when a district's cutover and training work actually happens.
Who do we contact for a security review or a DPA?
security@getkastr.com. Questionnaires come back completed rather than as a link to a portal, and the master agreement, DPA, sub-processor list, security overview and architecture diagrams are sent the same day with no email gate and no NDA required to read them.
Where do we report a security vulnerability?
security@getkastr.com. You get an acknowledgement with a tracking reference within one business day, then either a fix or a written explanation of why not. Nothing is published about a finding until the reporter is ready. We run a coordinated disclosure process rather than a paid bounty programme.
Do we have to talk to sales to get a price?
No. The full price list is on the pricing page: $3.50 per student per year under 5,000 students, $3.25 to 14,999, $3.00 above that, one tier with everything included. Emailing us gets you contract documents and a human, not a number you could not otherwise see.
Can we speak to an existing district using Kastr?
Not yet, and we will not pretend otherwise. No district is in production; we are recruiting design partners for the summer cutover window. If a reference call is a hard requirement for your process, that is a legitimate reason to rule us out this cycle.
One price. Every feature. Locked for three years.
$3.50 per student per year under 5,000 students. No tiers, no add-on modules, no per-message fees. Published on the site because you should not have to book a call to learn a price.