Enterprise-Grade Support Designed Specifically For K-12 Education

We understand that teachers and school administrators need fast, reliable support that respects student privacy and protects sensitive educational data. Our support system provides immediate help through two complementary channels:

Tier 1: AI Support Assistant

Get instant answers 24/7 from our intelligent chatbot. Simply ask questions in plain English and receive immediate, step-by-step guidance for common tasks and troubleshooting.

• Response Time: Instant
• Availability: 24/7
• Best For: How-to questions, quick troubleshooting

Tier 2: Expert Human Support

When you need personalized assistance, create a support ticket and our dedicated team will provide detailed help tailored to your specific situation.

• Response Time: 2 hours (urgent), 24 hours (standard)
• Availability: Business hours
  

Best For: Complex issues, account problems, bugs

Three Easy Steps to Get Support

1. Click “Support” in your top navigation menu (next to Sign Out)
2. Start with our AI assistant – Ask your question in plain language
3. If needed, create a ticket – Get personalized help from our team

Our AI assistant is trained specifically on American Digital Education features and workflows. It provides instant, accurate answers to help you work more efficiently.

What the AI Can Help With

• Creating and managing lessons – Step-by-step guidance on building engaging content
• Student account management – Adding students, resetting passwords, managing class rosters
• Assigning content to students – How to distribute lessons and track completion
• Viewing progress and analytics – Understanding student performance data and reports
• Using the gradebook – Recording and calculating grades efficiently
• Organization settings – Configuring your school or district preferences
• Troubleshooting common issues – Videos not playing, login problems, display issues
• Multi-language features – Accessing content in all 32 supported languages

How the AI Assistant Works

Ask questions naturally, just as you would to a colleague. Our AI understands context, provides relevant answers, and can guide you through multi-step processes. If the AI isn’t confident it can fully resolve your issue, it will recommend creating a support ticket for personalized human assistance.

Confidence-Based Recommendations: The AI evaluates how well it can answer your question. For straightforward how-to questions, you’ll get an immediate answer. For complex or unique situations, the AI will suggest connecting you with our support team to ensure you get the best possible help.

Simple Feedback System

After receiving an answer, you can give a quick thumbs up or thumbs down. This helps us continuously improve the AI’s knowledge base and ensures we’re providing the most helpful information.

When you need personalized attention for complex issues, account problems, or when the AI recommends it, our ticketing system connects you with experienced support professionals who understand K-12 education technology.

Creating a Support Ticket

What to Include in Your Ticket

• Subject: Brief description of your issue (e.g., “Unable to assign lesson to 5th grade class”)
• Description: Detailed explanation of the problem, what you’ve tried, and what you expected to happen
• Category: Select from Technical Issue, Account Access, Lesson Content, Billing, or Feature Request
• Priority: Choose Low, Medium, High, or Urgent based on how this impacts your work
• Screenshots: Paste images directly into the description to show us exactly what you’re seeing

Important – Student Privacy: When describing issues involving students, please never include student names or ID numbers. Use general terms like “a student” or “one of my 8th graders” instead. Our system will alert you if it detects potential student information in your ticket.

What Happens After You Submit

Immediate Confirmation

You’ll receive an instant confirmation with your unique ticket number. An email confirmation is also sent to your inbox for your records.

Fast Response Times

• Urgent: 2 hours
• High: 4 hours
• Medium: 8 hours
• Low: 24 hours

Tracking Your Ticket

You can view all your support tickets in one convenient dashboard:

• Real-time status updates – See when your ticket moves from Open to In Progress to Resolved
• Complete conversation history – All messages between you and our support team in one place
• Email notifications – Get notified when our team responds or when status changes
• Satisfaction ratings – Rate your experience when tickets are resolved

Ticket Status Explained

• Open: Your ticket has been received and is awaiting initial response from our team
• In Progress: A support team member is actively working on your issue
• Waiting on User: We need additional information from you to continue helping
• Resolved: We believe your issue is fixed and are waiting for your confirmation
• Closed: The ticket is fully completed and no further action is needed

School and district administrators have access to enhanced support management capabilities:

Organization-Wide Ticket Visibility

Administrators can view and manage all support tickets submitted by staff members in their organization. 

This enables:

• Identifying common issues affecting multiple teachers
• Coordinating responses to district-wide problems
• Tracking support usage and satisfaction across your school or district
• Collaborating with our support team on complex, multi-user issues

Internal Collaboration Tools

Private Notes for Your Team

Administrators can add internal notes to tickets that are visible only to other administrators at your organization. This allows your IT team to collaborate on solutions, document troubleshooting steps, and share context without the ticket creator seeing the behind-the-scenes work.

Analytics and Reporting

View comprehensive dashboards showing:

• Most common support issues at your organization
• Average resolution times and response rates
• Staff satisfaction with support services
• Trends over time to identify systemic issues
• Peak support hours to optimize staff training

Your data and your students’ privacy are our top priorities. Every aspect of our support system is engineered with multiple layers of security and compliance

Multi-Layer Security Architecture

OWASP 2025

Protected against all known web security threats including SQL injection, cross-site scripting, and unauthorized access attempts

COPPA Compliant

Children’s Online Privacy Protection Act compliance ensures zero collection of student data in our support system

FERPA-Ready

Family Educational Rights and Privacy Act readiness with encrypted storage, access logging, and automatic data retention policies

NIST 800-63B

Government-grade authentication standards with multi-factor authentication and secure session management

Student Privacy Protection (COPPA/FERPA)

Students Cannot Access Support: By design, students have no access to the support system. If a student is experiencing an issue, they should report it to their teacher, who will either resolve it directly or contact our support team on their behalf.

Why this matters: This intermediary model ensures that no student data is collected in our support system, maintaining full COPPA compliance. Teachers act as the bridge between students and support, protecting student privacy at all times.

Automatic Student Information Detection

Our system actively protects student privacy by:

• Real-time scanning – Automatically detects if you accidentally include student names or ID numbers in your ticket
• Warning before submission – Alerts you and suggests using general terms instead of specific student information
• Required acknowledgment – You must confirm that your ticket contains no student personally identifiable information before submission
• Admin redaction tools – If student information is accidentally included, administrators can redact it from the system

Data Encryption and Protection

Encryption at Rest

All support tickets, messages, and conversations are encrypted in our database using bank-level AES-256 encryption. Your data is protected even if someone were to gain physical access to our servers.

Encryption in Transit

All connections use TLS 1.3 with perfect forward secrecy. Every piece of data traveling between your browser and our servers is encrypted to the highest industry standards.

Access Control and Audit Logging

Strict access controls ensure data isolation:

• Teachers can only view and manage their own support tickets
• School administrators can only view tickets from their own school or district
• Organizations are completely isolated – No school can see another school’s support tickets
• Every action is logged – Who viewed what ticket, when, and what actions they took
• Audit trails maintained – 7 years of access logs for compliance and security purposes

Secure Authentication

• Multi-factor authentication required – Extra layer of security beyond just passwords
• Automatic session timeout – Sessions expire after 30 minutes of inactivity
• Re-authentication for sensitive actions – Bulk operations and data exports require you to re-verify your identity
• Secure password requirements – Minimum 12 characters with complexity requirements

Scenario 1: Quick How-To Question

Teacher Question: “How do I assign a video lesson to my 3rd-grade class?”

AI Assistant Response: Provides instant step-by-step instructions with screenshots. Issue resolved in under 2 minutes without creating a ticket. Teacher continues their work immediately.

Scenario 2: Student Access Problem

Teacher Reports: “Several of my students can’t log in this morning.”

AI recognizes this needs investigation and helps the teacher create a ticket. The support team identifies a system issue affecting multiple accounts, fixes it within 30 minutes, and notifies all affected teachers with an explanation.

Scenario 3: District-Wide Analytics Question

District Administrator Asks: “Can I see which lessons were most used by teachers in our district last month?”

The support team provides a custom analytics report, explains how to access these insights independently through the admin dashboard, and offers to schedule a training session on advanced analytics for the admin team.

Faster Resolution Times

• 70% of common questions answered instantly by AI
• No waiting in phone queues or for email responses
• Human support responds in hours, not days
• Clear communication about ticket status at every step

Purpose-Built for K-12 Education

• AI trained specifically on educational technology workflows
• Support team understands classroom needs and constraints
• Privacy protections exceed what’s legally required
• Designed with input from teachers and school IT professionals

Transparency and Accountability

• View complete history of all your support interactions
• Track ticket progress from creation to resolution
• Rate your satisfaction and provide feedback
• Regular reports on support quality and response times

Available When You Need It

• AI assistant available 24/7 including weekends and holidays
• Human support available during extended business hours
• Urgent issues prioritized for fastest response
• Access support from any device: desktop, tablet, or smartphone