Hero Support Program Overview

                                        

Hero Support Programs

Our customers are important to us and we are committed to helping your Hero program be a success!  We understand that each organization has unique needs, and our Customer Success and Support Programs are designed to help you choose the right service level program to match your expectations.

In addition to the traditional phone and email support, we offer many other convenient support resources such as online self-guided resources, product videos, best-practices articles and seasonal training webinars.  You may access all support channels and self-guided resources on our web link www.herok12.com/support.

If you are looking for more advanced consulting or personalized training, our SchoolMint Customer Success Team provides coaching and training offerings to help you expand, or realign your program configurations.  This document will outline the support options and consulting services available to our customers.

 Hero Support Resources

Hero Support Hours

Hero Product Support Specialists are available:

 Monday - Friday

8:00 am (Eastern Time) to 6:00 pm (Eastern Time)

(Hours may vary during holidays)

Support Tools & Processes

Our Support team uses a tool called Zendesk to quickly and efficiently manage support issues. As soon as a customer notifies us of a support issue, a support case ticket is created in Zendesk and assigned to a Hero Product Support Specialist as soon as possible. The customer will receive email notifications regarding the status and resolution of their support ticket(s). Each support ticket is scoped to a single issue. This enables us to quickly and thoroughly respond to all issues without one issue getting lost in a more complex discussion or fix.

How to Submit a Support Case Ticket

 By Web Form

 Customers may submit any issue online, and monitor previously submitted issues. The web interface at https://schoolmint6.zendesk.com/hc/en-us/requests/new is a good method of submitting tickets to the Hero Support team. 

By Email

Send an email to [e-mail].  Within 1 hour, you will receive email confirmation that your support issue is under review with our Product Support Team. Within 4 business hours, you will be introduced via email to a Product Support Specialist regarding the status of your ticket.  To follow up regarding the status of an open support ticket, you may simply respond to either the original email confirmation, or the introduction email you receive from the Product Support Specialist. 

To ensure receipt of emails from our Support Team, please ensure that all communications from @schoolmint.com, @schoolmint.net and @herok12.com are able to deliver to your mail system. Adding these domains to safe senders or whitelist rules is the best way to do that before opening a ticket.

 By Live Chat

Select Support Programs offer online “Live Chat” Support with a Hero Product Support Specialist.  To start a live chat support session, go to http://v2.zopim.com/widget/livechat.html?key=YoTnMr6Xwt1AuurW5th5ewSMl5wOfMjx

Hero Support Plans

 The service levels and service upgrade options for each Hero product are described below. Service programs vary based on version (Ready, Rise or Full) and type of implementation (single-site vs. multi-school/district).  Please refer to your Hero renewal agreement to confirm your service level.

Hero Product	Service Level	Upgrade Options
Hero Ready	Standard Plan	Silver ($600)
Hero Rise	Standard Plan	Silver ($600)
Full Hero	Silver Plan	Gold ($1000)
Hero District or CMO	District Silver Plan	District Gold ($5K + $100/site)

Hero Support for Hero Ready & Hero Rise Customers

Below is a summary of services included with each support package for Hero Ready or Hero Rise single-site* customers.  Please refer to your Hero renewal agreement to confirm your service level.

Hero Support for Full (Rise+Ready) Hero Customers

Below is a summary of services included with each support package for single-site* customers who have purchased our full Hero platform (Rise + Ready).  Please refer to your Hero renewal agreement to confirm your version of Hero and your service level.  

 

* Please note: The definition of a single-site customer is an individual school that purchased Hero at the single-site subscription rate and is not part of a district/multi-school subscription agreement or district support plan.

Plan Descriptions

Single-Site Standard Support Plan

Hero Standard Support is included complimentary with your single-site paid Hero subscription. Standard Support services are available to Hero Ready and Hero Rise customers.

 Standard support services include:

• Complimentary registration to seasonal virtual training courses
• Year-round access to training videos, re-launch resources, etc.
• Access to Zendesk Knowledgebase (support resources, best practices articles etc.)
• Access to built-in Walk-Thru tutorials
• Access to Tier 1 email support for up to 2 named contacts

Single Site Silver Support Plan

Hero Silver Support is available to full Hero customers and included complimentary with your paid subscription of full Hero. Hero Ready and Rise customers may upgrade to the Silver support level.  The upgrade fee is $600 annually.

 Hero Silver support services include:

• Complimentary registration to seasonal virtual training courses
• Year-round access to training videos, re-launch resources, etc.
• Access to Zendesk Knowledgebase (support resources, best practices articles etc.)
• Access to built-in Walk-Thru tutorials
• Access to Tier 1 live chat for up to 2 named contacts
• Access to Tier 1 email support for up to 2 named contacts
• Plus: Up to 4 hours of virtual Consulting with a Customer Success Manager per year (note hours do not carry from one year to the next)

Single-Site Gold Support Plan

An upgrade to Hero Gold level support is available to full Hero customers.  The upgrade fee is $1,000 annually.  Hero Gold support services include:

• Complimentary registration to seasonal virtual training courses
• Year-round access to training videos, re-launch resources, etc.
• Access to Zendesk Knowledgebase (support resources, best practices articles etc.)
• Access to built-in Walk-Thru tutorials
• Access to Tier 1 live chat for up to 4 named contacts
• Access to Tier 1 email support for up to 4 named contacts
• Access to Tier 1 phone support for up to 4 named contacts
• PLUS: Up to 6 hours of virtual Consulting with a dedicated Customer Success Manager, including a personalized Back-to-School webinar, and a personalized Best Practices Mid-Year Workshop each year (note hours do not carry from one year to the next)

Hero Support for Multi-School or District-Level Hero Subscriptions

(For qualified district contracts only)

Our District Silver Support Program is available for multi-school or district-level Hero subscriptions. SchoolMint offers multiple district-level support packages to provide district-level stakeholders with the assistance required to facilitate district-wide initiatives.  Please refer to your Hero renewal agreement to confirm your service level and support plan.

District stakeholders have the option to upgrade to a District Gold support package, which includes site-level support for each individual Hero school.

District Silver Support Plan

The Silver Hero Support Program for qualified district or CMO contracts includes:

• Complimentary registration to seasonal virtual training courses
• Year-round access to training videos, re-launch resources, etc.
• Access to Zendesk Knowledgebase (support resources, best practices articles etc.)
• Access to built-in Walk-Thru tutorials
• Support assistance for up to 8 district contacts
• Tier 1 live chat
• Tier 1 email support
• Tier 1 phone support
• Quarterly Check-In’s with a dedicated Customer Success Manager
• Ongoing Consulting - Up to 4 hours of virtual consulting with a Customer Success Manager, including a personalized district-level “Back-to-School” webinar (note hours do not carry from one year to the next)

District Gold Support Program

 The Gold Hero Support Program for qualified district or CMO contracts includes:

• Complimentary registration to seasonal virtual training courses
• Year-round access to training videos, re-launch resources, etc.
• Access to Zendesk Knowledgebase (support resources, best practices articles etc.)
• Access to built-in Walk-Thru tutorials
• Support assistance for up to 8 district contacts
• Tier 1 live chat
• Tier 1 email support
• Tier 1 phone support
• School-level admin support (up to 2 contacts)
• District-level quarterly Check-In’s with a dedicated Customer Success Manager
• Ongoing Consulting - Up to 8 hours of virtual consulting with a Customer Success Manager, including a personalized district-level “Back-to-School” webinar and mid-year workshop (note hours do not carry from one year to the next)
• Annual Onsite Summertime Workshop (June-July) and/or classroom-style training session (1 day, up to 6 hours)

Additional Terms of Service are available here: https://schoolmint6.zendesk.com/hc/en-us/articles/360043925012