Myth 5: ManageBac+ is now charging for Support

Reality: All schools receive timely, expert, human support, included with their subscription. Always.

There’s a growing misconception in edtech: that offering optional support tiers means turning help into a paywall. That if a company introduces a “premium support” plan, it must mean everyone else gets pushed to the bottom of the pile.

Let us be crystal clear: That’s not how we work.
At Faria Education Group, support isn’t a revenue stream, it’s a responsibility.

Support is built into our DNA

We’ve always believed great support is fundamental to a great product experience. That’s why Essential Support is included with every ManageBac+ subscription, available to all schools and users, with the same commitment we’ve always made:

• ✅ A guaranteed response within 24 hours
• ⏱ An average resolution time of under 8 hours
• 👩‍💻 Real, in-house support specialists, no bots, no outsourcing
• 📅 Help when you need it, even at 11:59pm on New Year’s Eve

We treat every support request with urgency and care, regardless of who it’s from or when it arrives. We support millions of students and parents, alongside hundreds of thousands of educators - and we’re investing even more in what all schools can access:

• 🎓 Expert-led enablement webinars & deep-dive workshops
• 📚 Community forums & exclusive networking events
• 🛠 Hands-on implementation support
• 🤝 Real people who know our platform and your curriculum

We plan to continue to expand this Essential offering, stay tuned for future updates.

So what’s the deal with support tiers?

Some schools have asked for more. More strategic guidance, more tailored professional development, more technical support with integrations, more dedicated time with a Subject-Matter Expert. As schools accumulate years of data and deepen their tech ecosystems, needs grow increasingly complex, from data management & manipulation, to hands-on support and long-term success planning.

To meet these real and growing needs, we introduced optional Standard and Premium plans. These tiers offer:

• Tailored training and certifications for school staff
• Priority meeting slots and regular strategic check-ins
• Data integration help and transition support
• A wide range of services, from long-term projects to short-term hands-on tasks

Where speed is critical, Premium ensures priority attention to meet your timeframe. We recognise that some schools need a deeper level of engagement and are asking us for structured, sustained partnership. Complex account reviews, integration consultations, success planning or large-scale PD programs take real time and effort. We’re happy to offer them to schools who need it. But basic help has never, and will never, be locked behind a paywall.

What if you don’t pay for a plan?

With Essential Support, every school has access to:

• The help you need, when you need it, for your entire school
• Fast, friendly, human responses
• Learning resources & best-practice guides
• Full onboarding support when you join us
• New self-service courses and training webinars

In short: Everything you’ve always expected from ManageBac+, and more.

Why we introduced support plans, and why it’s not “nickel and diming”

There’s a difference between monetising support and expanding service offerings. We didn’t create Standard and Premium Support plans to charge schools for help. We created them to better serve schools with:

• Complex needs & technical integrations
• Large teams
• High staff turnover
• Multi-campus implementations
• Ambitious PD goals & strategic planning
• Short on hands when it counts

It’s about depth, not access. It’s about being there in the way schools ask us to be, and giving them the flexibility to choose what’s right for them.

Our promise

At ManageBac+, support isn’t an upsell. It’s a partnership. Whether you’re a new teacher logging in for the first time, or a tech director with a complex data question, our team is here to help. Free, fast, and human. Always.

Our goal isn’t to tier our commitment - only to tailor our service. We’re evolving to meet what schools are asking for next. We’re excited to offer that, and look forward to expanding our services to keep pace with those needs.
– Kieran Tully, Global Director, Services & Support

Got questions?

Let’s talk about what support looks like for your school.
📩 Reach out to your School Experience Manager

Learn more about FariaSupport