Alert Solutions Support

Alert Solutions is pleased to announce a newly expanded customer support team. This team will provide phone and email support 24 hours a day, seven days a week, in every time zone around the world.

Customer Support Info:

Email: support@alertsolutions.com

Call: (800) 929-1643 select Option 1

Need Product Training? Schedule it here!

Need User Guides? Check out our Help Center!

Need Help Videos? Visit our YouTube Channel!

Alert Solutions FAQ

ExpandGeneral Information

Which versions of PowerSchool do you currently integrate with?

SwiftK12 currently works with any PowerSchool version over 8.3. All fields need to be migrated to the database extension tables inside of PowerSchool.

Will this notification system need access to school phone lines?

No, SwiftK12 does not leverage the school’s phone lines to send voice calls.

How can we send messages if PowerSchool is inaccessible?

SwiftK12 gives users the ability to initiate notifications in two different ways:

  • Mobile App

The SwiftK12 PS Mobile App allows you to send email, voice SMS text, and social media messages directly from any iOS or Android device. The Mobile App also enables schools to instantly access contact information stored within PowerSchool.

  • SwiftK12 Standalone

Users can access our standalone portal from any Internet connected device*. Login using your username and password – the same information you used to log into the SwiftK12 PS Mobile App.

 

ExpandGetting Started

How long does it take to have SwiftK12 up and running?

SwiftK12 is completely and seamlessly integrated within your existing PowerSchool account. Activation is dependent upon current Alert Solutions’ implementation schedule and your school’s staff availability. Typically, installation takes place 2-3 days after Alert Solutions receives a customer’s completed install documentation.

Is there any additional software required?

No, our support team will simply activate SwiftK12 via your PowerSchool Admin Portal. Once the activation is complete you’re ready to get started!

ExpandPowerSchool User Permission

Can we limit certain people from accessing SwiftK12 from within PowerSchool?

Yes. SwiftK12 has user permission levels that mimic those within PowerSchool. If you are a district administrator and your PowerSchool user permission level enables you to have access to the entire district, you will have the ability to create, send and manage email, voice, SMS text and social media alerts for the entire district or an individual school(s).

If you are a school administrator and your PowerSchool user permission level enables you to have access to your individual school(s), you will have the ability to create, send and manage email, voice, SMS text and social media alerts for your individual school(s).

 

ExpandBuilding Your List

How does SwiftK12 access parent/guardian contact information for phone, text and email?

SwiftK12 is embedded within PowerSchool, so each broadcast accesses PowerSchool data in real time.  Anytime a change is made in PowerSchool, you can subsequently send out a message seconds later, and the list will include the changes you made.

How do I select student records with which to communicate?

SwiftK12 leverages the PowerSchool current selection which makes calling groups not only unlimited but also easily built on demand. General broadcasts are merely a matter of adding students to the PowerSchool current selection and then clicking the ‘Alert Selected Students/Staff’ on your PowerSchool homepage, then clicking send email, voice, text, Facebook, Twitter, and/or RSS. You can select one or many communication channels at a time. Messages sent go to all delivery points simultaneously.

How many phone numbers and email addresses can be assigned to each student?

You can assign an unlimited number of phone numbers and email addresses to each student.

ExpandSending Messages

Can I send attachments via email?

Yes, SwiftK12 supports an unlimited number of email attachments.  SwiftK12 recommends the file size does not exceed 3MB, as anything larger could negatively affect the deliverability of the message.

Does Alert Solutions require two separate numbers for phone calls and SMS text messages?

Both voice calls and SMS text messages can be sent to one telephone number, as long as it’s a mobile-phone that can accept SMS text messages.

Can our school or district use a Short Code to send SMS text messages?

All Alert Solutions customers will use Short Codes for SMS text messages. Using short codes will drastically improve the rate at which text messages are delivered and received.

How fast are emails, phone calls and SMS text messages delivered?

Email, voice and text broadcasts are transmitted instantly.  Even for larger lists, you can expect to reach your school community within minutes.

How can we send messages to staff members?

SwiftK12 includes an option to add staff to your current selection of student records.  This feature allows schools and districts to broadcast to their entire school community at once.

Is there a way to retry failed messages?

Yes, SwiftK12 can be configured to retry failed messages up to 5 additional times.

How can we easily communicate with student families in our community who are not fluent in English?

SwiftK12 offers multi-language translation capabilities for both text-to-speech voice messages and text-to-text email messages.  In addition to recording voice calls in any language, Alert Solutions ensures the appropriate message with the requested language is sent to the correct student.  This information will be pulled directly from the chosen field containing this information within each student’s record in PowerSchool.

Both Text-to-Speech and Text-to-Text

Cantonese, Catalan, Chinese (Simplified), Chinese (Traditional), Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Mandarin, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

Text to Text Only

Arabic, Bulgarian, Cantonese, Catalan, Chinese (Simplified), Chinese (Traditional),Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Haitian Creole, Hebrew, Hindi, Hmong Daw, Hungarian, Indonesian,  Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mandarin, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Urdu, Vietnamese

Please note text-to-text is for email only. SwiftK12 does not support multi-language translation for SMS text messaging.

If a parent has more than one student in the same school, are they going to receive duplicate messages?

SwiftK12 gives schools the option to either remove duplicates from a list or to send multiple messages to a single contact. This feature is called ‘Enable Duplicate Contact Filtering’.

ExpandSecurity and Reliability

How is contact information sent to your servers and secured during that process?

Data in transit is secured through 128-bit SSL (Secure Socket Layer) encryption.

Does Alert Solutions ensure functionality in the event of an internal technical difficulty?

Alert Solutions has a Disaster Recovery Plan for all aspects of our network. The Disaster Recovery is updated based upon regular exercises or actual events. All data is immediately archived and replicated across each of our 4 redundant facilities. In addition, a complete database backup is taken and archived nightly. SwiftReach, Alert Solutions’ parent company,  houses all four (4) network points in Tier 3/4 data centers which are engineered towards supporting mission-critical applications with full redundancy. The data centers are SSAE 16 SOC2, SOC3, and HIPAA compliant.

ExpandCustomer Support and Training

Is there a limit to how many training hours we receive?

All training is included in the total price of the system. Initial training takes place in the form of an online webinar. All subsequent web-based training is unlimited, but must be scheduled. Because the notification system is a component of PowerSchool, initial training is typically one-hour or less while subsequent training sessions vary depending on the number of attendees and the number of questions. Training support tools also include comprehensive user guide documentation and interactive video tutorials.

Once Alert Solutions is activated, do we receive any customer support?

Alert Solutions provides comprehensive technical support services for the built-in notification system.  Technical support is offered 24/7/365 at no additional cost.   All customer support personnel are trained specifically to support your messaging needs.  Our customer support center is located in our corporate office in Rhode Island. We have additional support center locations in Pennsylvania, New Jersey, Missouri, Washington and China.

How much does this customer support cost?

There is no additional fee for customer support.

Sign Up for a SwiftK12 Demo

Are you a PowerSchool user? Book a SwiftK12 demo and see why its considered the most integrated notification system on the market!

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Our building secretaries are able to send out messages in a very timely manner without having to double check parent information. When updates are added to a student record within PowerSchool, the information is immediately available to the calling system. The district has seen some great advances with school to parent communication since we started using Alert Solutions.
Kathy Riese
Hastings Public Schools
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24/7 Customer Support
Customer Support Team

Alert Solutions' newly expanded customer support team will provide phone and email support 24 hours a day, seven days a week, for every time zone around the world.

Learn More