E-mail Support
๐ฌ Email Support
Thoughtful, Human, and Helpful Responses
Our in-house support specialists provide personalised, context-aware help for every Faria product. Whether youโre troubleshooting an issue, clarifying a workflow, or seeking advice, we aim to make every email exchange clear, complete, and genuinely helpful.
๐ก What You Can Expect
| Feature | Description |
|---|---|
| Dedicated Product Experts | Each ticket is handled by a trained specialist familiar with your schoolโs setup and systems. |
| Clear, Step-by-Step Guidance | We provide detailed, easy-to-follow responses with direct links, screenshots, and tutorial references - so you can resolve issues confidently. |
| Empathetic, Respectful Tone | Every message is written with care. We focus on understanding your situation, not just fixing a problem. |
| Follow-Through & Transparency | If your question needs review or escalation, youโll know exactly whoโs handling it and what to expect next. Learn more |
| Response Times | We aim to respond within your regionโs business hours (typically within 24 hours, excluding weekends and holidays). Premium and Standard plans include faster SLAs. SLAs explained |
๐งญ How to Reach Us
| Method | Availability |
|---|---|
|
Reach us anytime via the relevant Faria product help
centre and select Submit a Request |
|
| In-App Support | Access the same ticketing system directly within your product via the โHelpโ widget or โContact Support.โ |
| Attachments | You can include screenshots, files, or short videos to help us understand your issue faster. Attachment Guidelines |
๐ง How We Support Effectively
Our goal is not just to answer, but to empower. Each response is crafted to be reference-quality, meaning it can be bookmarked, shared, and reused for future learning. You can expect:
- Friendly greetings and professional tone
- Clear explanations that suit all experience levels
- Direct links to the relevant area in your product
- Annotated visuals or short recordings where helpful
- Follow-up suggestions or related guidance
โ๏ธ Best Practices for a Smooth Experience
| Do | Why |
|---|---|
| Include your school name and product | Helps us identify your setup and reply faster |
| Describe the steps taken so far | Avoids repetition and helps us pinpoint the issue |
| Share screenshots or examples | Visuals make it easier to identify whatโs happening |
| Use your registered account email | Ensures your request is logged under your school profile |
๐ Security and Privacy
All email interactions are handled securely under GDPR and ISO/IEC 27001:2022 compliance.
๐ Integrated Across All Faria Products
Email Support is available for: ManageBac+ โข OpenApply โข Atlas โข SchoolsBuddy โข SpotLight โข Vectare
โจ Tip
Many issues can also be resolved instantly via our Integrated Support Centre, which provides in-app access to help articles, product tips, and live ticket updates.