Walnut Learning is an in-industry EdTech technical support services company. We will use a set of simple troubleshooting tools to provide teachers with a "one stop shop" hub to receive technical support for any edtech product they are using. Our business model is to provide a simple "widget"/browser extension that will send us the machine details, such as browser version & bandwidth, whenever a teacher reports an issue. We'll monetize by charging edtech vendors for tiered levels of support services. Additionally, our tools will gather analytics that can drive sales of our support products and be sold back to companies wanting data on the performance of their products in various operating environments.

SERVICE Levels:
Free: Teachers can click on the Walnut Learning app to select any edtech product in the market that he/she needs help with. The app will send an automatic error email to the district IT support, and will include a “snapshot” of the user’s machine. The application wi...
Walnut Learning is an in-industry EdTech technical support services company. We will use a set of simple troubleshooting tools to provide teachers with a "one stop shop" hub to receive technical support for any edtech product they are using. Our business model is to provide a simple "widget"/browser extension that will send us the machine details, such as browser version & bandwidth, whenever a teacher reports an issue. We'll monetize by charging edtech vendors for tiered levels of support services. Additionally, our tools will gather analytics that can drive sales of our support products and be sold back to companies wanting data on the performance of their products in various operating environments.

SERVICE Levels:
Free: Teachers can click on the Walnut Learning app to select any edtech product in the market that he/she needs help with. The app will send an automatic error email to the district IT support, and will include a “snapshot” of the user’s machine. The application will also display the company’s public email address for the teacher to contact.

Basic (paid): When a teacher selects a product that Walnut Learning has a support contract with, he/she will be presented with additional support options after the automatic error log is sent. Basic support includes email and live chat support only with a guaranteed response within two hours Monday through Friday, 8AM - 4PM local time. Basic Support will require a 12-month subscription.

Gold Support: When a teacher selects a product that is serviced by Walnut Learning’s Gold Level, he/she will receive the full set of support services we offer. Our top level offering is a fully brandable support center that is customized to appear as if the service is coming
from the EdTech company itself. This includes dedicated phone number, custom URL and domain name, branded email, chat support, screen-sharing technology, and automated collection of error data encountered. Traditional call center technology such as workforce management, quality analytics, and service level monitoring will be leveraged to ensure the appropriate resources are available to help when needed for the client while allowing Walnut Learning to maximize productivity of support resources. Gold support will require a 12-month subscription with a monthly allowance of support hours included in the base price. Hours of operation for Gold Support will be from 7AM-7PM local time, Monday through Friday.
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