Technical Support

Sirius Online Technical Support

Sirius Education Solutions is committed to providing you with not only technical assistance but also a wealth of resources and a supportive community. Explore our Support Knowledge Base, create tickets for personalized help, and engage with educators and administrators like yourself in the Sirius Online Educator Community. We are here to empower you on your journey toward educational excellence.

Contact Methods

At Sirius, we are committed to providing exceptional technical support to ensure a seamless experience for our customers. Our dedicated support team is available to assist you through multiple channels during our regular business hours.

Toll-Free Telephone: Effective July 1, 2024, our operating hours to the public will be 7 am to 5 pm Central Standard Time on weekdays. You can reach our technical support experts by calling our toll-free number, 800-942-1379. Our knowledgeable team members are ready to address your concerns and provide the necessary assistance over the phone.
Email: If you prefer to communicate in writing, you can send an email to our support team. We strive to respond to all emails promptly within our support hours, ensuring that your queries receive the attention they deserve.
Online Chat: For immediate assistance, our online chat service is available on our website during our support hours. Our chat agents are trained to troubleshoot and guide you through any technical issues you may encounter.

High-Quality Services & Support

Tier 1 Support Team: Our Tier 1 support team consists of six highly skilled members who are well-versed in addressing a wide range of technical concerns. When you contact us, whether through phone, email, or chat, our Tier 1 team will be your first point of contact. They will diligently listen to your queries, provide initial troubleshooting, and offer solutions to resolve common issues.

Efficient Ticketing System: In cases where Tier 1 support is unable to resolve the technical issue, the Operations Team receives the tickets, calls, or chats. Our Operations Team works closely with Tier 1 support to troubleshoot and document the entire support process. This ensures a seamless flow of information, and we maintain a comprehensive record of your technical support journey.

Escalation to Tier 2 Assistance: If the issue persists after Tier 1 support has gathered necessary information, including hardware and security details, and even impersonated the customer within Sirius Online, we initiate an escalation process. A new ticket is created, and it is then passed on to our Tier 2 expert technical support team. The Tier 2 team specializes in handling complex or custom integrations and global issues that may arise. Their expertise and experience enable them to provide advanced technical assistance to resolve intricate challenges efficiently.

Specialized Support Teams: At Sirius, we understand the unique needs of different user groups, whether it’s district-level concerns, campus-level issues, or individual teacher-level problems. In addition to our Tier 1 support team, we have dedicated Tier 2 support and engineering teams. These teams proactively monitor and resolve potential global issues before they impact our users. They also collaborate with our customers on more complex or customized integrations to ensure a smooth user experience.

Additional Resources

Support Knowledgebase Icon

Support Knowledge Base: This comprehensive collection of documents is designed to assist you in setting up and utilizing Sirius Online effectively. These documents cover various topics related to instructional support and provide step-by-step instructions, helpful tips, and troubleshooting guidance.
View documents

Tickets iconTickets: We understand that sometimes you may require personalized assistance or have specific requests that need attention. Our ticketing system allows you to create and track the progress of your requests, whether they are related to technical support or any other special assistance you may need.
Create tickets

Community iconSirius Online Educator Community: Educators and administrators from across Texas come here to collaborate and share their experiences. This community is a platform for exchanging questions, successful strategies, innovative teaching models, and valuable insights gained through Sirius.
Join the conversation

Our goal is to provide you with top-notch assistance and resolve your technical issues promptly.