About OpenApply Support
Meet the team helping you and your school succeed with OpenApply.
Support & Training
All schools receive unlimited complimentary phone & email support for school staff members, 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:
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Our friendly, knowledgeable support team provides fast phone support with no phone trees!
Performance in 2021:
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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 2021:
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| When | 24/7/365 across any device with printable PDF guides for every tutorial and guide. | 24 hours a day during the work week, starting on Monday at 9am HKT (GMT +8) and ending on Friday at 5pm 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.openapply.com, or click on the Help & Support button within your OpenApply account. | Local Direct Dial Telephone Numbers for each region to save on long-distance charges. | Email us at [email protected] or submit a Support Request within OpenApply directly. Read about our customer success story with Zendesk here. |
Rating
Satisfaction (last 100 ratings)
What people say
“I always get an answer within a day and your service reps go above and beyond to help!”
Brenda Heussaff
American School of Paris
“The team is exemplary and are always a call or email away!”
Natalie Wolfe
International School of Indiana
Flexible Training Options
Online Trainings
Online sessions are complimentary. Book training with 24-hour 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 1,300 trainings in 2021!
Who can join?
Trainings can be 1-1, or group trainings with your admissions, marketing and/or technology 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 trainings?
All account administrators can book 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, OpenApply offers paid onsite training for schools that wish to compress training time or prefer onsite support. We recommend that schools first make use of our dedicated online implementation support, followed by a day of onsite staff training which will focus on ensuring staff understand how to use the system on a day-to-day basis. All training sessions will be customised based on the needs of your school.
Who can join?
We recommend training for your admissions team, technology administrators, as well as anybody else at the school that has involvement with the admissions process.
What’s required?
A presentation screen
Attendees should have access to computers
OpenApply can be flexible and use school laptops or use their own technology.
Sample agenda
| 9:30 – 10:00 |
Introduction & key concepts, review agenda for the day |
| 10:00 – 11:00 |
Admissions Process Review
|
| 11:00 – 12:00 |
Parent Experience
|
| 12:00 – 12:30 |
Events
|
| 12:30 – 13:30 |
Lunch |
| 13:30 – 14:00 |
Payments:
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| 14:00 – 15:30 |
Processing Applications:
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| 15:30 – 16:00 |
Analytics:
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| 16:00 – 16:30 | Final Q&A |
Who can book trainings?
Any account administrator can book onsite trainings.
When are training sessions available?
Training sessions are available year-round depending on staff availability. Please note demand for trainings peak from August-October. We require a minimum of 2 weeks notice for training.
Implementation Model
We offer full implementation support with a dedicated manager to set up OpenApply tailored to your school’s timeline and needs.
- Dedicated Implementation Specialist who will work with your school every step of the way
- Complimentary online trainings tailored to your school’s needs
- Clear implementation schedule based on personal consultation about your school’s goals
- Complimentary forms building and data import support 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:
99.8% system uptime
A 24-hour max response time for all support requests
A pledge to protect privacy and safeguard data with daily local backups
SSL-encryption for all subdomains
| For the Years Ending | ||||||||||||
| 2019 | 2020 | 2021 | ||||||||||
Uptime (%) |
99.97 % |
99.90 % |
99.93% |
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Application server | ||||||||||||
| Monthly Requests (millions) | 7.1 m |
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| Resp. time (milliseconds) | 470 ms |
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Meet the OpenApply Support Team
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Pritpal Singh
Customer Support Representative
Supporting schools in Hindi I'm a Business Studies graduate with more than 7 years of experience in Telecom and Education industry. My aim is to provide a high level of service and customer satisfaction to all my clients. I am glad to be a part of the OpenApply Customer Support team as we help to make the admissions process effortless for the schools and the parents. -
Erika Spadavecchia
Customer Support Representative Originally from Rome, Italy, I have an Mphil from Cambridge University and a background in teaching. I am enthusiastic about education and technology, and glad to be part of the Open Apply team to support schools globally. -
Alex Vallance
Customer Support Representative Born in Barbados and raised in London, I have a passion for meeting and helping new people, and going that extra-mile for customers who require my assistance. By using my background in IT and knowledge of OpenApply, my goal is to make the online admissions process as stress-free as possible for our users worldwide. -
Katrease Sinclair
Customer Support Representative Having over 5 years experience within the customer service industry, I have an unwavering commitment to customer service and excellent support, with the desire to build productive customer relationships, resolve complex issues, and win customer loyalty. I have a strong passion for helping our schools tailor the system to their needs, and making sure the student admissions process runs smoothly. -
Alastair Pettersson
Customer Support Representative I’m a healthcare graduate with a background in the hospitality and service industry. I came to OpenApply because of it’s renowned high level of customer care and to be able to work with a huge range of people across the world. -
Tom Kirby
Customer Success Manager A computer science graduate and former IT teacher with over 10 years' experience working with technology in education. I have experience in a variety of roles relating to technology in education, including teaching, IT support and staff training. I love working with schools to implement new technologies and solutions, to facilitate admissions, teaching and learning. -
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 27001:2022 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