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:

  • 10+ QuickStart guides
  • 20+ video tutorials, ranging from 3 min short tips to 30 min step-by-step guides
  • 150+ 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: 1,500+
  • Average duration: 06:00 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: 8,000+
  • 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 guides 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.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 support@openapply.com or submit a Support Request within OpenApply directly.

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.

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

  • Review Existing Process from Start to Finish
  • Questions & Suggestions for Improvement
11:00 – 12:00

Parent Experience

  • What Do Parents See?
  • Forms, Checklists & Notifications
12:00 – 12:30

Events

  • Open Days, Tours & Notifications
12:30 – 13:30

Lunch

13:30 – 14:00

Payments:

  • Configuration of Payments
  • Receiving & Processing Payments
14:00 – 15:30

Processing Applications:

  • Applicant Profile
  • Review Mode
  • Applicant Rosters
15:30 – 16:00

Analytics:

  • OpenApply Analytics
  • Filtering & Exporting
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

Uptime (%)

99.97 %

Application server

Monthly Requests (millions)

7.1 m

Resp. time (milliseconds)

470 ms

Meet the OpenApply Support Team


  • Mandy Tung

    Customer Support Representative Born and raised in Taiwan, I have been working in the IT industry with a dedication in the customer-facing role. I always enjoy connecting with people and finding solutions for others. Also, I'm passionate about how technology brings people together and makes our daily work easier.

  • Yun Qiao

    Sales & Support Representative I owe a lot of good things in my life to the education I've had over the years, and the people along the path. I am glad to be helping schools to streamline their admissions with OpenApply, and in so doing help more students find their path and passions in life.

  • 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

    Senior Implementation Specialist 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.

  • Steve Fehr

    Sales & Support Representative My passion comes from my experience of working in education overseas. After returning to the U.S. I worked in international admissions in higher education. My goal is to make education more accessible on a global scale through the use of technology.

  • 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!

  • 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 OpenApply while finishing my Bachelors degree, and now love supporting schools as they work with the next generation.

  • 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