Every FariaSupport guide, in one place
Plans, product guides, services, training and regional team contacts.
Start here
New to FariaSupport? Read these first
FariaSupport overview
What each plan includes, how the service works, and the 10 things every school should know.
FariaSupport QuickStart
Common support needs and how to choose the right plan. Ideal for admins new to FariaSupport.
How to access support
Channels, response times and priority handling by plan. How to raise, track and escalate a request.
Your journey with Faria
From launch to every new school year, and what helps at each stage.
Plans
What each FariaSupport plan includes
Every school has the Essential Support plan. The Standard and Premium Support plans add more hands-on support, training and services. FariaSupport plans do not yet cover EduIntelligence or Vectare.
Essential Support
FariaSupport plan, included free with every Faria subscription
- AI-powered Help Centre (24/7)
- Email support during business hours
- Global Enablement Calendar
- On-demand how-to courses
- Resource library and templates
- 99.8% uptime guarantee
Standard Support
FariaSupport plan: everything in Essential, plus
- 24/5 global phone and email coverage
- School Experience Manager
- 4 virtual trainings each year, plus 2 per product
- Professional Services (scoped)
- Community Forum access
- Regional workshop and event invites
Premium Support
FariaSupport plan: everything in Standard, plus
- Priority routing to senior specialists
- Success planning
- Virtual training included
- 8 FariaLearn credits each year
- Hands-on support and SME consultations
- Custom sandbox and school resources
Compare the plans
The Essential, Standard and Premium Support plans side by side across training, support, services, resources and community.
Plan fact sheets
A one-page summary of each plan to share with colleagues.
Upgrading your plan
How to move to the Standard or Premium Support plan, and what changes when you do.
Your School Experience Manager
Schools on Standard and Premium Support have a School Experience Manager for year planning and coordination. Support questions still go through a request in the Service Hub.
Products
Support guides for each product
Each product has a support guide to download and a support page here in the Service Hub.
Customer support at Faria
How customer support works across every Faria product.
ManageBac+
Unit navigation, report building, coordinator onboarding and standards updates.
OpenApply
Application forms, checklists, the parent portal, bulk uploads and annual transitions.
Atlas
Standards entry, crosswalks, bulk configuration and rollover.
SchoolsBuddy
Schedules, parent-teacher conferences, activity set-up, SSO and integrations.
EduIntelligence
Help centre, requests and user guides for school leaders.
Vectare
Home-to-school transport: bookings, live tracking and the passenger app.
Services
Services and consulting
Data, admin and configuration work your team can request.
Service and success catalogue
Every data, admin and configuration service available, and what each plan includes.
FariaServices price list
Pricing for Professional Services, data requests and training, with plan inclusions and discounts.
Data migration and import
Moving historical student or curriculum data across platforms: pricing, process and what to prepare.
Solutions consulting
Consulting sessions and SME support for complex projects, platform reviews and workflow planning.
Priority response and bookings
First-in-line routing to senior specialists, and priority access to training and service bookings.
Success planning
Annual planning to align services, training and support with your school's priorities.
Hands-on assistance
Our team carries out complex tasks for you, such as bulk configuration and custom data work.
Training
Training and enablement
Live sessions, virtual training and self-paced courses.
Global Enablement Calendar
Monthly live product webinars, seasonal refreshers and topic sessions, open to all staff on every Support plan.
Virtual training
Request a live one-to-one or group session on any Faria product. Around 60 minutes, recorded and shared with your school.
Self-paced courses on FariaLearn
On-demand courses and facilitated professional learning, available individually or with plan credits.
FariaLearn PD credits
Use credits for virtual or onsite professional learning and FariaPD courses. The Premium Support plan includes 8 credits each year.
Topics
Deep dives on plans and value
Our philosophy
Why FariaSupport exists and our commitment to every school, whatever its plan. A message from our Global Director of Services and Support.
Why upgrade from Essential?
Essential Support is always free. This guide maps common school situations to what Standard and Premium Support add.
Standard or Premium?
Already on Standard Support? What Premium Support adds: more training, FariaLearn credits, SME consultations and priority routing.
Value summary
What your plan is worth compared with buying services one by one, with real school examples.
Security and compliance
How Faria protects school data and student privacy: ISO 27001:2022, encryption, daily backups, regional hosting and compliance.
Situations
Guides for the moments that come up
Real situations and how FariaSupport helps.
School new to Faria
Your full journey from implementation through go-live and into year-round support.
We've just signed. What happens next, and who supports us?
New staff joining
Onboarding new coordinators, admissions leads and admin staff quickly, from self-service resources to structured training.
The previous coordinator left and took all the know-how with them
Back to school
The 8-week countdown to the start of year: rollover, timetables, new staff training and go-live support.
We need to roll over data and set up timetables before term starts
Choosing the right plan
Find the best-fit plan for your school's size, complexity and goals.
We're not sure which plan actually fits our needs
Seeing FariaSupport in action
Real examples across onboarding, reporting and planning, showing how support works day to day.
What does support look like beyond answering tickets?
Data migration and system change
Scope, prepare, migrate, train and verify: what each plan provides when you move platforms.
We're switching from a legacy system and need to bring years of data across
Community
Community, events and sandboxes
Community, workshops and events
The resource library, Community Forum, regional workshops and event access, by plan.
Custom sandbox and school resources
A sandbox configured for your school, plus school-specific videos and role-based materials.
Teams
Regional teams and leadership
Who looks after your region, and the global leadership team.
Asia-Pacific
Support, services and implementation teams for schools across Southeast Asia, Japan, Korea and beyond.
Services and Support leadership
Regional leads, key contacts and escalation paths across every Faria region.