95% of our support queries get resolved by our support team, with a 95% satisfaction rating given by our schools
Live support Mon - Fri including Sunday
Telephone, email and a dedicated support website
Online community forums - iCommunity
Free training webinars - live and pre-recorded
Access to a direct customer account manager
Dedicated support website
We have a dedicated support website accessible 24/7 with helpful guides around managing and using iSAMS. An intuitive search features enables users to quickly find the information they need and our online chat feature is available to speak to our customer support team. We are available Monday to Friday, 19 hours each day, and also on Sundays for 5 hours. You can log problems via email and you can track any reported fault through your account on the site 24/7, all year round, so you’re always kept updated.
Our business operates under a 100% remote working policy, and we have teams based across multiple timezones who are dedicated to assisting iSAMS schools. Our Service Desk is open 19 hours each day from Monday to Friday – we are only closed between 18:00 and 23:00 BST on these days, so you can call our Support team anytime outside of these hours on weekdays. They’re also available on Sundays from 06:00 to 13:00 BST. We start fixing critical faults within ten minutes. Outside of these times, you can leave a voicemail, and a support agent will respond when the support desk reopens.
You can log problems via email or on our dedicated support website – whichever is most convenient for you. Not only can you create requests, but you can also track any reported fault through your account on the site 24/7, all year round, so you’re always kept updated.
Lots of support calls aren’t about actual problems, they’re a call for guidance on how to do something more efficiently, or instructions on a simple but forgotten function.
As an iSAMS school, you have instant access to a huge back catalogue of webinars on all sorts of subjects, modules and applications, whenever the need for knowledge arises.
And in our iCommunity forums, you’ll find help, how-tos, ideas and inspiration from other iSAMS users all around the world. Just like you, they want the best for their school, and they’re always keen to share their insights.
You can create requests and update existing requests at any time, 24 hours a day, seven days a week. You’ll receive responses from our support agents from Monday to Friday (except between 18:00 – 23:00 BST) and Sunday’s we’re online between 06:00 and 13:00 BST.
You can email us 24 hours a day, 7 days a week, at [email protected]. You can also create new requests and update existing ones at any time. Please note – you will only receive responses during our Service Desk opening hours from Monday to Friday, and from 06:00-13:00 GMT on Sundays.
Our Service Desk is open 19 hours each day from Monday to Friday – we are only closed between 18:00 and 23:00 BST on these days, so you can call our Support team anytime outside of these hours on weekdays. They’re also available on Sundays from 06:00 to 13:00 BST. Outside of these times, please leave a voicemail and one of our support agents will get back to you once the Service Desk reopens.
As iSAMS has grown, their Support process has evolved to keep up with the number of schools they’re now looking after. I’ve always found them prompt at getting back to you and they fix any issues quite quickly.