About ManageBac Support

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

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Support & Training

All schools receive unlimited complimentary phone & email support for teachers, administrators,
parents and students.

First Class Support

Online Support Centre Telephone Support Email Support
Includes

Fully indexed documentation with keyword search allowing users to find tutorials quickly:

  • 20+ QuickStart guides
  • 100+ video tutorials, ranging from 3 min short tips to 30 min step-by-step guides
  • 350+ 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 2019:

  • Calls received: 6,500
  • Average duration: 04:00 minutes

Requests are handled by a globally distributed support team through a dedicated ticketing system called ZenDesk. All replies are sent within 24 hours of the original request.

Performance in 2019:

  • Requests received: 35,000+
  • Replies within 1 hour: 20%
  • Replies within 1-4 hours: 44%
  • Resolved within 8 hours: 60%
When 24/7/365 across any device with printable PDF exports for every tutorial and guide. 24 hours a day during the work week, starting at Monday 8am HKT (GMT+8) and ending at Friday 6pm PST (GMT-7 / -8 depending on daylight savings). 24 hours a day during the work week, starting at Monday 8am HKT (GMT+8) and ending at Friday 6pm PST (GMT-7 / -8 depending on daylight savings). Dedicated weekend support for urgent queries.
Where Visit us at help.managebac.com, or click on the Help & Support button within your ManageBac account. Local Direct Dial Telephone Numbers for each region to save on long-distance charges. Email us at support@managebac.com or submit a Support Request within ManageBac directly.

Rating

Satisfaction (last 100 ratings)

What people say

“I must say: What a wonderful customer service that ManageBac has!”
Rawan El Adawi
Wellspring Learning Community

“ManageBac's customer service is among the best that I have ever worked with”
Stacey Brown
Lakeside HS

Flexible Training Options

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.

Who can join?
Training can be 1-1, or group training with your teacher 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 a microphone and good speakers
An Internet connection

Who can book training?
All account administrators can book training. We are happy to do teacher training as well, but request that schools organise this as group training.

When are training sessions available?
Training is available 24 hours a day, Monday to Friday. The team requires 24+ hours’ notice when booking.

Onsite Training

Based on availability, ManageBac offers paid onsite training for schools that wish to compress training time or prefer onsite support. Depending on the size of school and training sessions desired, we recommend anywhere from one day to two days of onsite training. Sessions will be customised based on the needs of your school.

Who can join?
We recommend scheduling training for both your account administrators and for your teacher team.

What’s required?
A presentation screen
Attendees should have access to computers

ManageBac can be flexible and use school laptops or use their own technology.

Sample agenda
8:30 – 9:00 Introduction & update for senior leadership team, review agenda for the day
9:00 – 10:00 Report card customisation
10:00 – 10:30 DP Core Teacher Training
10:30 – 11:00

DP Teacher Training: 

  • Classroom Management
  • Assignments Gradebook, Reporting
11:00 – 12:30

MYP Teacher Training: 

  • Classroom Management
  • Curriculum Planning
  • Assignments Gradebook, Reporting
12:30 – 13:30 Lunch
13:30 – 14:30

PYP Teacher Training: 

  • Classroom Management
  • Curriculum Planning
2:30 – 3:30 Final Q&A

Who can book training?
Any account administrator can book onsite training.

When are training sessions available?
Training is available year-round depending on staff availability. Please note that the demand for training peaks from August-October. We require a minimum of 2 weeks notice for training.

Implementation Model

We offer a 30 day implementation period with a dedicated manager to set up ManageBac 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
  • Complimentary imports of your school’s curriculum standards by our dedicated Data Team
  • The option to organise your specialist to visit your school onsite for more intensive school training

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:

uptime

99.8% system uptime

response

A 24-hour max response time for all support requests

shield

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

001 lock

SSL-encryption for all subdomains

For the Years Ending
2016 2017 2018 2019

Uptime (%)

99.8 %

99.92 %

99.98 %

99.97 %

End user tier

Load time (sec)

2.84 sec

2.73 sec

2.51 sec

2.3 sec

Application server

Monthly Requests (millions)

85 mm

108.8 mm

36.5 mm

44.5 mm

Resp. time (milliseconds)

228 ms

236 ms

188 ms

117 ms

Meet the ManageBac Support Team

  • vincent

    Vincent Bradshaw

    Implementation Specialist I joined the support team in Fall 2017. Prior to that, I held a few different positions, mostly in educational publishing. One of the things I enjoy most about ManageBac is that we provide personalized, direct support for schools that can help them solve critical problems.
  • kay

    Kay Holl

    Senior Support & Resource Specialist I'm a former IB MYP and DP teacher who used ManageBac as Curriculum Planning tool in the classroom. I joined Managebac's Support team because I wanted to be able to assist other educators in learning the ins and outs of ManageBac.
  • anup

    Anup Lalli

    Implementation Specialist I'm a finance graduate with a passion for IT! I've specialised with software after graduating and love providing schools with the best software solutions.
  • paula

    Paula Mordhorst

    Customer Support Specialist
    Supporting schools in Spanish
    I started working with ManageBac at the Taipei office, now working from Colombia supporting the Spanish speaking schools.
  • derek allen

    Derek Allen

    Customer Support Representative I was born and raised in the Chicagoland area. My favorite part of school was learning alongside classmates from diverse backgrounds, and I appreciate doing that now with my colleagues around the globe. When I'm not supporting our schools, you can find me at local recording studios writing music and learning new instruments!
  • dom

    Dom Chrobot

    Customer Support Representative With a diverse background in customer service, I was drawn to ManageBac due to our industry-renowned, high standard of customer care, our dedicated support team and our intuitive and ever-evolving product. When I'm not in the office, you'll find me with my head in a book.
  • zhiteoh

    Zhi Yao Teoh

    Implementation Specialist As a former educator and football coach in London and various parts of Asia, my goal is to streamline and simplify all aspects of a teachers everyday duties.
  • riley

    Riley Washington

    Customer Support Specialist With a background in customer support and previous roles at a school and principals association in Australia, ManageBac combines my passion for education along with technology!
  • sim

    Simranjeet Dua

    Sales & Support Representative
    Supporting schools in Hindi
    An IT Engineering graduate, who firmly believes that education efficiently backed with technology results in better academic outcomes. I am an avid reader who loves solving problems, big or small with a passion for exploring new places and meeting new people.
  • serenema

    Serena Ma

    Sales & Support Representative
    Supporting schools in Chinese
    I have been in the education industry for more than 10 years and was a teacher previously. I aim to provide a high level of support for all ManageBac schools.
  • hong

    Hong Gao

    Sales & Support Associate
    Supporting schools in Chinese
    I finished my degree at Cardiff University and really love the experience to work with schools from all over the world!
  • ryan

    Ryan Hack

    Senior Customer Engagement Consultant After teaching and coaching in Chicago for 5 years, I switched roles from helping students to supporting educators with EdTech. I primarily work with US public schools to help coordinators, teachers and students get the most of their ManageBac accounts.
  • kristy

    Kristy Dindorf Hatch

    Customer Success Manager, Americas I'm an IB Diploma graduate from Jakarta Intercultural Schools, from which grew a passion for programmes that inspire students to learn in both a local and global context! I joined ManageBac while finishing my Bachelors degree, and now love supporting schools as they work with the next generation.
  • luke

    Luke Harbour

    Customer Success Manager, APAC I grew up as a third-culture child with an educational background from a few international schools around Taiwan and the U.S. One of the things I enjoy most is working with educators who are passionate about what they do in the classroom!
  • 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.

Security & Compliance

As part of our ISO/IEC 27001:2013 certification, we are committed to keeping your data safe and secure by using best practices to maintain high levels of security and global data protection compliance.


Review security & compliance

System Status

Our real-time monitoring services run around the clock notifying us immediately of any systems' issues.




Track system status in real-time

Contact Support