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 towards educational excellence.
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.
High-quality Services and 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.
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.
Tickets: 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.
Sirius Online Educator Community: Educators and administrators from across Texas come here to collaborate and share their experiences together. 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.