Summary #

Our customer service representatives strive to give you the best possible service as quickly as possible to get you back to work, without making you wait for answers, sit on hold, etc.  To help us meet this goal for you and to solve your problem as quickly as possible, follow these simple tips.

More Information #

• You can call us at 877-225-0100.  We usually are here from 7:30am Eastern time, to 7:30pm Eastern time, Monday – Friday.  If you have an emergency and need help outside those hours, you can call and leave a message and if someone is available they will try to get back to you.  Additionally, you can email us at support@k12usa.com, support@isboss.com, or support@libraryline.com (depending which type of organization you are).
• Call us from the computer having the problem, and be able to reproduce the problem with us while you are on the phone with us.  You can also call us from a computer that you can reproduce the problem on.  For example, if a user says they cannot get a site to load, and you cannot load it from your computer either, you can call us from your computer.
• For issues with SecureSchool, ISBossBox, or LibraryDoor, please have the IP address of the computer ready.  We’ll need it to search logs and/or do packet captures.
• You can usually find a quick answer to your problem right in this Knowledge Base, which may be quicker then calling in (and you’ll have a reference for the future).  Try using the search feature on https://www.k12usa.com/docs/ and see if you find anything relevant.