Support is part of every plan
Some software prices support by the ticket, or keeps the faster help for a higher plan. EnrolHQ doesn't. Every school runs the same platform on the same plan, and support comes with it.
The reason is simple. A platform only earns its place if your team gets the most out of it. If someone's unsure how to set up an automation, filter a report or fix a form, the cheapest outcome for everyone is a quick answer from us, not an afternoon of trial and error.
What happens when you raise a ticket
Support tickets are addressed within 24 hours, and around 70% are closed on the first response. Our support team is based in Australia, and some of the people behind EnrolHQ have worked in schools, so they know what your term looks like from the inside.
Some answers take longer than others. If a fix needs a developer, we'll tell you we're onto it and keep you posted, rather than going quiet until it's resolved.
The support desk is the fastest route
Plenty of schools have built real relationships with people on our team, and we love that. But a personal email can sit unread when someone's on leave, at an event or deep in training.
The support desk puts your question in front of the whole team. It's tracked, it's visible to everyone who can help, and nothing depends on one inbox.
Your tickets shape the product
Every ticket is also information. When several schools raise the same question, it tells us a screen is unclear or a step shouldn't exist. Many of the fixes in the EnrolHQ changelog started as a support ticket, or as a workaround a school mentioned in passing.
What sits with Professional Services
Support covers how to use EnrolHQ, fixing anything that isn't working, and guidance on getting more from the features you already have. Larger pieces of work are quoted separately through Professional Services: dedicated onsite or remote training for your team, configuring an additional campus or new forms, data imports, and moving to a new SIS.
The line is roughly this. If you're asking how, it's support. If you're asking us to build or rebuild something, it's a project, and we'll scope it with you.
Help between tickets
The EnrolHQ Knowledgebase and video tutorials cover everyday tasks step by step, and they're the quickest place to check before raising a ticket.
If something in EnrolHQ is slowing your team down, let us know. We'll help you sort it quickly, so your team can get back to the work that matters.
