We are happy to announce that our own internal employees will now handle technical support for all staff members. As a department, we have taken the feedback you have provided and are acting on it to improve service. We have hired two additional staff members (Kalif Celestine, Kyle Sleighter) who will report to Taylor Thompson and be dedicated to providing support to you. They have been on site this past week learning about the organization and the expectations for support. Support will be available fro 8 am to 5 pm, Monday through Friday.
We are still waiting for the setup our dedicated phone line to be completed, but we expect it to be available this week (a follow up communication will notify everyone). Our dedicated phone number for technical support will be 844-50-STAFF. This number is only for staff members so you won't be competing with families for assistance. We are also available by email, firstname.lastname@example.org, and a web portal located at http://staffsupport.agora.org. Instructions for how to submit a ticket are located here along with portal instructions here.
We look forward to assisting you and will continue to make adjustments to provide the best possible service.