We're here when you need us.

PCR Educator offers four support channels: phone, email, live chat, and the knowledge base. Phone support reaches a team member directly during business hours — there is no automated call tree that routes to a general helpdesk. Email and chat support are available for non-urgent issues and typically receive a response within one business hour during the business day. The knowledge base includes searchable documentation for platform configuration, workflow guidance, and self-service troubleshooting. Schools with active support agreements can access all four channels; the appropriate channel for a given issue depends on urgency and complexity.

PCR support is staffed by team members who work on the platform daily, not by a tiered helpdesk reading from a script. Support staff are trained on the full platform — SIS, ERP, CRM, portals, and reporting — and can resolve most issues in the first call without escalating to a separate technical team. For issues that require engineering involvement, the support team has direct access to the development team and can escalate with full context rather than relaying a description from a ticket. Schools that have previously worked with vendors routing calls through offshore helpdesks or tiered support queues consistently identify PCR's support model as a meaningful operational difference.

PCR Educator's standard support hours are Monday through Friday, 8:00 AM to 6:00 PM Eastern. Extended support is available during peak school calendar periods — enrollment season, fiscal year close, and re-enrollment windows — when support volume and urgency typically increase. For critical issues outside standard hours, an emergency contact process is available to schools on active support agreements. Support hours and emergency contact details are confirmed during implementation so the school's administrative team knows exactly how to reach PCR when they need help.

Yes. Training is included as part of implementation — PCR does not charge separately for onboarding your team. Each implementation includes role-specific training: the registrar team is trained on SIS workflows, the finance team on ERP, the admissions team on CRM, and administrative staff on portals and reporting. Training is delivered by the same implementation team member who configured your system, not by a separate training department reading from a generic script. After go-live, ongoing training for new staff or for expanded platform usage is available through the knowledge base and through scheduled sessions with the customer success team.

At go-live, your account transitions from the implementation team to a customer success manager who becomes your ongoing point of contact at PCR. The customer success manager is familiar with your school's configuration, your workflows, and the issues that came up during implementation — there is no re-introduction or context reset. Annual account reviews cover platform utilization, upcoming features relevant to your school type, and any configuration updates needed as your school's operations evolve. Schools are not left to manage the platform alone after implementation; the relationship is designed to grow as your use of the platform deepens.