FariaOne School OS
International Schools
Independent Schools
Primary & Junior Schools (UK)
Secondary Schools & MATS (UK)About SchoolsBuddy Support
Meet the team helping you and your school succeed with SchoolsBuddy.
Support & Training
All school administrators using SchoolsBuddy receive unlimited complimentary phone & email support.
First Class Support
| Online Support Centre | Telephone Support | Email Support | |
| Includes |
Fully indexed documentation with keyword search allowing users to find tutorials quickly:
|
Our friendly, knowledgeable support team provides fast phone support with no phone trees! Performance in 2021:
|
Requests are handled by a globally distributed support team through a dedicated ticketing system called ZenDesk. Performance in 2021:
|
| When | 24/7/365 across any device with printable PDF exports for every tutorial and guide. | Globally positioned staff providing coverage across APAC and EMEA timezones. | Coverage during APAC and EMEA hours. All replies are sent within 24 hours of the original request. Dedicated weekend support for urgent queries |
| Where | Visit our staff support centre, or click on the Help & Support button within your SchoolsBuddy account. | Local Direct Dial Telephone Numbers for each region to save on long-distance charges. |
Email us at [email protected] or submit a Support Request within SchoolsBuddy directly. Read about our customer success story with Zendesk here |
Rating
Satisfaction (last 100 ratings)
What people say
“SchoolsBuddy is an excellent tool for administration of after school activities and parent teacher conferences! It is easy to use for both staff and parents. Any questions we have had have quickly and clearly been answered by the customer support team.”
Mette Österberg
European School of Bruxelles-Argenteuil
Online Training
Online sessions are complimentary. Book with 24 hours notice directly via our public website or with a specific representative. The online booking system provides options in a customer’s local time with instant confirmation.
We handled more than 600 trainings in 2021!
Who can join?
Training can be 1-1, or group training with your team. For sessions with more than three people, we recommend setting up a projector and speakers. The team can ring the school early to test that the equipment works smoothly.
What’s required?
A computer with microphone and good speakers
An Internet connection
Who can book training?
All account administrators can book training, but we ask that groups of administrators book together where possible.
When are training available?
Training sessions are available Monday to Friday from 8.30am – 4.30pm GMT (more availability in additional timezones coming soon). The team requires 24+ hours’ notice when booking.
Implementation Model
We offer a 30 day implementation period with a dedicated manager to set up SchoolsBuddy tailored to your school’s timeline, budget, and needs.
- Dedicated Implementation Specialist who will work with your school every step of the way
- Complimentary online training tailored to your school’s needs
- Clear implementation schedule based on personal consultation about your school’s goals
Service Level Agreement
Our technology operations and support teams deliver world-class service with 99.8% system uptime, 24-hour telephone & email support, and security & data protection compliance.
99.8% system uptime
A 24-hour max response time for all support requests
A pledge to protect privacy and safeguard data with daily local backups
SSL-encryption for all subdomains
| For the Years Ending | ||
|---|---|---|
| 2020 | 2021 | |
|
Uptime (%) |
99.90% |
99.9% |
| End user tier | ||
| Load time (sec) | ||
| Application server | ||
| Monthly Requests (millions) | ||
| Resp. time (milliseconds) | ||
Meet the SchoolsBuddy Support Team
-
César Alegria
Customer Support Representative With over a decade of experience in the hospitality industry, I transitioned to a role in Customer Success at a Delivery/Logistics SaaS startup, where I spent over 2 years honing my skills. Throughout my career, my passion has always centred around Customer Success excellence and training and developing teams. I'm excited to apply my expertise as a Customer Support Representative at SchoolsBuddy, to serve schools and their communities. -
Diane Lu
Customer Support Specialist As part of the SchoolsBuddy team, I am committed to providing support to school administrators and enhancing the management of extra-curricular activities. With a background in customer service as a flight attendant for many years, I bring strong interpersonal skills and a dedication to satisfying our schools and users. -
Ellecia Sands
Customer Support Representative With a vast amount of experience in Customer Service and a natural affinity with connecting with people, I have been able to provide exceptional support throughout my professional career. I thrive on problem-solving and approaching issues from different angles. I'm excited to contribute my skills and knowledge to support the schools we serve, ensuring their extracurricular programs run smoothly and efficiently. -
Elliott Li
Solution Consultant
(Supporting schools in Chinese) With a passion and extensive background in delivering solutions for clients, I have always been keen working in the customer service industry. Having travelled around the world, I hope I can bring my bilingual communication skills, accommodating work ethic, as well as my adaptive professionalism to empower your user experience at SchoolsBuddy. -
Gary Crompton
Senior Customer Support Specialist Having spent several years working in education, I understand the complications of organising After School Activities, both for parents and teachers. As a sportsman, I understand the importance of sports in schools. I’ve worked for SchoolsBuddy since 2019 and my current duties involve back-end database work, managing reports, and of course, helping our schools to use SchoolsBuddy more effectively and make their life easier. -
Ian Chiang
Customer Success Manager With about four years of experience in education, including tutoring, I’ve discovered a strong interest in the world of EdTech. While my journey isn’t directly in the classroom anymore, I still feel deeply connected to education. It’s incredibly rewarding to hear about the creative activities schools plan for their students, and I’m grateful to play a small role in making those processes smoother. -
Lexi Lu
Customer Support Representative With previous experience in a SaaS company, I am passionate about how software streamlines workflows and enhances efficiency. I am thrilled to introduce tech products like SchoolsBuddy to customers, aiming to make their lives easier. Additionally, as a former international school student, I'm acquainted with the structure and challenges schools face in managing activities, trips, and transportation. I'm committed to delivering solutions that effectively address these needs.
Contact Support
Telephone Support Line : +44 1903 959 565
Create a ticket: [email protected]