Support Service Level Agreement (SLA)
Last updated: October 4, 2026
This page explains what you can expect when you contact TeachHero for support. It is provided for informational purposes and does not form part of a contractual commitment unless expressly stated in a separate written agreement.
How to reach us
The best way to get support is through our Help Center or by emailing [email protected]. Reaching us this way ensures your request is logged, tracked, and answered so nothing gets lost.
Support by plan
- Free trial — self-serve support through the Help Center: searchable help docs and CSV import guides written for school operators.
- Small, Growing, and Established — email support, plus done-for-you onboarding: send us your spreadsheets and exports, and our team imports your students, families, and classes, then sets up your parent portal. Free with every plan (a $499 value).
- Scale — everything in Small, Growing, and Established, with priority support: your requests, and especially urgent ones, are handled ahead of the general queue.
Our hours
We provide support during standard business hours, Monday through Friday, 9:00 AM to 5:00 PM Central Time, excluding U.S. public holidays. Requests sent outside these hours are received the next business day.
Response times
We aim to respond to all support requests within one business day.
For urgent issues — problems that prevent your school from billing families, enrolling students, or sending critical communication — we aim to respond within four business hours of receiving your request during our support hours.
These are target response times, not guaranteed resolution times. How long a fix takes depends on the nature of the issue. We'll keep you updated while we work on it.
What counts as urgent
To help us prioritize, "urgent" means something is actively blocking your school from operating — for example, families can't be billed, students can't be enrolled, or a time-sensitive message can't go out. General questions, feature requests, and how-to guidance are handled within our standard one-business-day window.
If we miss a response window
We're a small team and take these targets seriously. If you haven't heard back within the stated window on an urgent issue, please reply to your original email or resend it with "URGENT — follow-up" in the subject line, and we'll prioritize it. We'd always rather you nudge us than sit waiting.
Coverage
TeachHero is run by a small, dedicated team. During occasional planned time away, we'll post a notice in the Help Center and set expectations for any delay. Critical issues affecting billing, enrollment, or communication remain our priority.