About SchoolsBuddy Support

Meet the team helping you and your school succeed with SchoolsBuddy.

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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:

  • QuickStart guides
  • Video tutorials, ranging from 3 min short tips to 30 min step-by-step guides
  • Tutorials with annotated screenshots and written instructions
  • Free webinars for professional development

Our friendly, knowledgeable support team provides fast phone support with no phone trees!

Performance in 2020:

  • Calls received: 2,100+
  • Average duration: 9 minutes

Requests are handled by a globally distributed support team through a dedicated ticketing system called ZenDesk.

Performance in 2020:

  • Requests received: 2,500+
  • Replies within 1 hour: 40%
  • Replies within 1-4 hours: 65%
  • Resolved within 8 hours: 70%
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 help@schoolsbuddy.com 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 500 trainings in 2020!

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.

We guarantee:
System uptime

99.8% system uptime

System uptime

A 24-hour max response time for all support requests

System uptime

A pledge to protect privacy and safeguard data with daily local backups

System uptime

SSL-encryption for all subdomains

For the Years Ending
2020

Uptime (%)

99.90 %

End user tier
Load time (sec)
Application server
Monthly Requests (millions)
Resp. time (milliseconds)

Meet the SchoolsBuddy Support Team

  • wendy

    Wendy

    Customer Service & Technical Support Exec Coming from a background of many years in a variety of Customer Service roles, most recently a client relationship and support role within an activities software environment, I enjoy helping to take the pressure off by offering great customer care. I am really looking forward to bringing my skills and knowledge to support the schools we look after and help them manage their extra-curricular programmes as smoothly and effectively as possible.
  • romana

    Romana Mackintosh

    Training & Customer Experience Manager With a strong background in learning and development, I have more recently moved to the IT sector. Working in a training/customer support role in this industry allows me to combine an interest in technology with a passion for training. Job satisfaction for me is a happy customer who completes the onboarding process armed with the knowledge to then go on to make their job easier.
  • anna

    Anna Lesta-Garcia

    Accounting & Internal Operations Coordinator I joined Faria in early 2020 as part of the SchoolsBuddy Team with many years of administrative experience gained from working in both the private sector and in UK Schools. Having direct knowledge of working in the Education sector both behind the scenes and in the Classroom, I understand the daily frustrations that schools can experience with internal processes. I enjoy using my skills to contribute to the success of our product and helping to facilitate an efficient onboarding process for our customers.
  • rebecaa

    Rebecca Setchell

    Customer Support Representative I have recently joined the SchoolsBuddy team. I come with a wealth of implementation and customer service experience. I have spent the last few years, travelling every corner of the globe implementing software. What puts the biggest smilie on my face, is being able to provide the clients software solutions using SchoolsBuddy. I look forward to helping you and driving product further forward in the years to come.
  • hayley

    Hayley Coldman

    Senior Implementation & Training Specialist I have worked in the education industry for over 5 years, including being a teacher myself. More recently I have enhanced these skills by training customer service skills in the private sector. I thoroughly enjoy being able to make lives easier for those who work in education and helping schools to get the most out of SchoolsBuddy.
  • elliot

    Elliott Li

    Sales and Support Representative
    Supporting schools in Chinese
    With a passion and extensive background to cater solutions for clients, I have always been keen working in the customer service industry. Having been traveling around the world, I hope I can bring my bilingual communication skills, willing-to-help work ethics, as well as my adaptive professionalism to empower your user experience at SchoolsBuddy.
  • ian chiang new img profile

    Ian Chiang

    Customer Support Representative
    Supporting schools in Chinese
    Coming with a background in customer support, I am glad to join the SchoolsBuddy team and help educators worldwide manage their extra-curricular activities in the most efficient way. I have been a tutor and teaching assistant myself, and I understand organizing student activities can be complex, therefore helping schools make this process easier is exciting for me.
  • garry

    Gary Crompton

    Customer Support Representative Having a teacher as a wife, I understand the complications of organising and managing After School Activities, both for parents and teachers alike. I also have a background in cricket, having played for over 35 years including playing Internationally for Spain, so I understand the importance of sports in schools, especially as extra curricular activities. With a work history in IT, and based on my background, helping teachers and parents to use and understand the SchoolsBuddy system to make their life easier just makes sense.
  • sally marshall img profile

    Sally Marshall

    Customer Support Manager Coming from the SaaS world, my background is in Customer Onboarding and Operations. After joining SchoolsBuddy, I'm enjoying being a part of a wonderful, global team that are driving such a capable product forwards to meet more of our customer's needs in one, coherent solution.
  • kieran

    Kieran Tully

    Director, Customer Success Born and raised in the multicultural melting pot of Western Sydney, I've developed a strong passion for cross-cultural communication. With a background in IT and Event Services, I use these skillsets to drive the customer experience our global team provide for our users.

Contact Support

Telephone Support Line : +44 1903 959 565
Create a ticket: help@schoolsbuddy.com