Support

Our experienced customer support team is dedicated to your success.


Jackrabbit Support–fast, knowledgeable and caring
We are customer support professionals with years of training experience and a vast knowledge base gained from thousands of customer interactions. Many of us are business owners and Jackrabbit users ourselves. We just love what we do! 
Meet our friendly, helpful Jackrabbit customer support experts

  Email Support
By selecting the 'Support' button from within the application, it’s easy to let us know that you have a question. Often, many questions can be answered by referring to our User Guides and Videos. If you need more assistance, we will respond with a detailed explanation within two hours during our normal business hours of 8am-8pm EST (and within 2-4 hours during the busiest summer months).
 
Because we believe so strongly that seeing the answer is the best way to understand it, and is often the quickest way to implement it, our support staff use the following tools to provide the best explanation possible:
 
  • Screenshots and Screen Casts (videos taken within YOUR database). These provide visual explanations, highlighted details, arrows pointing to important information and other aids to provide you with answers tailored to your specific database.
If we cannot answer the question thoroughly in an email, we will schedule a time to call.
  Jumpstart Coach – personalized calls to get you on your way

If you are new to Jackrabbit and are concerned about your setup, we are here to help. Schedule a time to meet your Jumpstart Coach and go through your database set up.

Our Jumpstart procedure is a 3 topic design phase:

Step 1 - After you complete your 6 Getting Started Steps (found in Getting Started Guide) your JS Coach will verify your set up and make any suggestions to set your database up for the long term. They will get your data enrollment and billing ready.

Step 2 - Your JS Coach will set up a second time to talk and go through the registration process. This is how students will be enrolled in classes and initial tuitions will be posted to their account - ready for you to collect payment!

Step 3 - Your third call with your JS Coach will be to go over your billing structure once registration is complete. They will explain the support model and hand you off to our team of Jackrabbit Support Specialists.

Please choose a date on our calendar to be introduced to your JS Coach and start your relationship for implementing Jackrabbit.

*This call calendar is to set up your first phone call only. Duplicate calls will be removed.


 
Outbound Phone Support–for established customers to review your database

If you have been using Jackrabbit for some time and would like to "check in" with support on how you are doing, then we are happy to talk to you!

To schedule a Database Utilization Review, please submit a support ticket from your database and ask for a Utilization Review to be scheduled.

Please indicate if there are areas you would like to focus on and what times are the best to reach you.

  Manager’s Guarantee
Your satisfaction is our #1 priority. We guarantee a 2 to 4-hour response time (within Support Hours 8am-8pm EST Mon-Fri) on all Email Support Requests. If you have not received this level of support, please contact our Support Manager. We will take immediate action to ensure your satisfaction is guaranteed!
 
 


Please choose a date to be introduced to your Jumpstart Coach and start your relationship for Implementing Jackrabbit!

 

(*We want consistency and a relationship to build with you and your coach.  This call calendar is to set up your first phone call only.  Duplicate calls will be removed).

Please choose a date to be introduced to your Jumpstart Coach and start your relationship for Implementing Jackrabbit!

 

(*We want consistency and a relationship to build with you and your coach.  This call calendar is to set up your first phone call only.  Duplicate calls will be removed).