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.
Send an email to firstname.lastname@example.org. Within 1 hour, you will receive an 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 to 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
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.
For additional assistance, please contact our Hero Support Team
Chat: Live Chat