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Customer SUPPORT

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About Red Rover

What is Red Rover?

Red Rover is a human capital management platform built for K-12 school districts. Its purpose-built products share the same foundation for employee and position information, workflows, approvals, and reporting, so districts don't have to manage each HR process in a separate system.

Is Red Rover just absence management software?

No. Red Rover is a K-12 HCM platform with purpose-built products for absence management, time tracking, hiring, professional development, employee records, and more. Districts can start with the products they need and add others over time.

Does Red Rover replace our student information system (SIS)?

No. Your SIS manages students. Red Rover manages the people who work for your district. The two work together, and Red Rover pulls the staff and school data it needs, but neither one replaces the other.

Does Red Rover replace our ERP or payroll system?

No. Red Rover does not replace your ERP or payroll system, and it does not cut checks. It helps manage the K-12 HR work that happens around those systems, including absences, time, extra duty, stipends, and approvals, and works with the payroll and ERP systems your district already relies on.

What does “built for K-12” actually mean?

It means the calendar. K-12 doesn't run on a forty-hour week and a single work location. Districts have bell schedules, half-day absences, itinerant staff splitting time across three buildings, employees paid on one calendar and working on another, and a substitute pool that has to be filled before 6 a.m. Red Rover is designed around the way K-12 actually works.

What size districts use Red Rover?

Districts of every size. Red Rover supports small rural districts with a couple hundred employees and large districts with more than 18,000 employees, and thousands of districts nationwide in between. The same platform scales to fit, so a small district gets the same product as a large one, configured to its own rules.

Do you work with charter schools, education service agencies, or private schools?

Yes. Red Rover works with charter schools and charter networks, education service agencies such as ESAs, ESCs, BOCES, and intermediate school districts, and private and faith-based schools. Each one gets the same platform, configured to how that organization staffs and pays its people.

Do we have to buy every Red Rover product?

No. Districts can start with the products they need and add others over time.

What happens when we add a second product?

A new Red Rover product builds on what's already there. Employee and position information, locations, and other shared setup don't have to be rebuilt from scratch, so your district can expand the platform without starting over.

How do Red Rover products work together?

Red Rover products share the same K-12 HCM platform, so information and workflows can move from one product to the next without starting over. For example, a candidate hired in Hiring can move into Records without re-entering their information. An absence can carry into Time Tracking, keeping time tied to the absence that created it. And when an employee enrolls in professional development during the school day, Red Rover can create the absence and open it for substitute coverage when needed. Because every product is built on the same platform, adding another Red Rover product builds on what your district already has in place.

Is there one login for everything?

Yes. One account and one set of permissions, whether someone is requesting an absence, approving a timesheet, or reviewing an applicant.

How is Red Rover priced?

Red Rover is priced as an annual subscription based on the number of employees using each product your district chooses. You pay for the products and people you actually use, and each product is itemized on your invoice so you know exactly what you're paying for.

Buying and Pricing

Can we buy Red Rover products separately?

Yes. Each Red Rover product can be purchased on its own, and districts can add others over time.

Will our price jump at renewal?

No surprises. Annual renewal increases follow the Consumer Price Index (CPI) and are capped at the prior year's CPI, and that approach is written into your agreement before you sign. Districts that want more predictability can lock their rates with a multi-year agreement.

Is Red Rover available through a cooperative purchasing contract?

Yes. Red Rover is available through Vertosoft on Sourcewell (060624-VTO), OMNIA Partners (01-165 and 159574), and TIPS (250106). Using a cooperative contract can let your district purchase without running its own competitive solicitation. Whether a cooperative satisfies your local rules depends on your state and board policy, so check with your business office.

Do we have to go out to bid?

It depends on your state, purchasing threshold, and district or board policy. Depending on those requirements, districts may be able to purchase Red Rover directly, through a cooperative contract, or through a competitive solicitation. Red Rover regularly responds to RFPs and can provide the documentation your purchasing team needs.

Can we get pricing without sitting through a demo?

Yes. Tell us which products you are considering and your employee counts and we will send a quote. Most districts still want to see the software before deciding, but you do not have to trade one for the other.

Are there implementation fees?

Yes, there is a one-time implementation fee for each new product. It covers your implementation consultant, system configuration, data migration, integration setup, and administrator training, with no separate charges for those services. Ongoing support is included in your annual subscription.

How long are Red Rover contracts?

Red Rover subscriptions run on an annual term and renew automatically, so there is no lapse in service between school years. Districts can also choose a multi-year agreement, which locks in rates and avoids running a new procurement every year.

Can we sign a multi-year contract?

Yes. Multi-year agreements are available and are set up when you sign, so your rates and renewal terms are clear from the start. Many districts choose a multi-year term so they aren't re-procuring the same software every year.

How long does implementation take?

It depends on the product and on how quickly your district can gather its data. Typical timelines are 6–8 weeks for Absence Management, 8–10 weeks for Time Tracking (or for Absence Management and Time Tracking together), 4–8 weeks for Hiring, and 2–4 weeks each for Professional Development Management and Records. Your implementation consultant builds a timeline around your calendar during the first planning call.

Implementation and Switching

What will implementation require from our team?

Most districts name a project lead plus representatives from HR, payroll, substitute management or time and labor, and IT. Your team gathers employee, substitute, location, and position data, defines your district's rules and approval workflows, and approves integration test results. Red Rover leads planning, configures the system, loads your data, builds and tests integration files, sets up single sign-on, and trains your administrators. The biggest factor in your timeline is getting the right people in the room, especially HR and payroll together.

Can we implement mid-year?

Yes, and timing depends on the product. Absence Management can go live mid-year: we transfer future absences from your old system and import leave balances as of your go-live date. Time Tracking works best when go-live lines up with the start of a pay period, with payroll files tested before your first live payroll. Plan Hiring ahead of your busiest hiring season, and Professional Development Management ahead of your PD calendar. Records can launch at any time.

Can you migrate the data from our current system?

Yes. Red Rover imports your employee, substitute, location, and position data and can import current leave balances. For mid-year switches, we transfer future absences so nothing scheduled is lost. Professional Development Management can import historical PD records, and Records supports bulk import of historical employee documents. For past absence and vacancy history, most districts pull reports from their previous system to keep for their own records.

When should we start evaluating Red Rover if we're under contract with another vendor?

You don't have to wait until your current contract is about to expire. Starting several months before renewal gives your HR, business office, IT, and leadership teams time to evaluate options, plan for implementation, and complete any purchasing or board approval requirements.

Who manages our implementation?

Red Rover's own in-house implementation team. Every district gets a dedicated implementation consultant who works only with K-12 districts, backed by a senior implementation manager. Your planning call happens within 24 hours of signing, and you receive a project plan with milestones before work begins.

What training is included with implementation?

District administrators get live training sessions over Zoom with your implementation consultant before go-live. Building administrators, employees, and substitutes learn through short on-demand videos and step-by-step guides in the Red Rover Help Center, which your district can share as part of rollout. After go-live, the Help Center stays available to everyone. All training is included, with no additional cost.

Does Red Rover work with our student information system, ERP, or payroll system?

Red Rover works with many of the SIS, ERP, and payroll systems K-12 districts already use. The exact setup depends on your systems and the Red Rover products your district uses. Visit our [integrations page] to see supported systems.

Integrations and Data

How do integrations actually work?

How an integration works depends on the systems and Red Rover products your district uses. For example, a typical ERP setup may import employee information into Red Rover and send approved leave, time, or payroll-related information back to the ERP. Our team works with your district to configure the right data flows for your setup.

How often is data exchanged between Red Rover and our other systems?

Most districts exchange data on a nightly schedule. For example, your ERP sends updated employee information to Red Rover overnight, and Red Rover sends approved leave and time back in scheduled files. Red Rover also supports API and webhook connections that send updates as they happen, and Hiring posts jobs to job boards in real time. Our team confirms the setup and cadence during implementation.

Will our IT team have to maintain the integration?

Very little. Red Rover's integrations team designs the file formats, sets up the secure file transfer site, configures imports and exports, and tests them with you. Your IT team typically schedules the export from your ERP or HR system on your side and approves test results. If a file stops importing or something changes on either side, contact support and our integrations team troubleshoots it with you.

Do you support single sign-on?

Yes. Red Rover supports single sign-on through SAML 2.0 and OpenID Connect, with ready-made options for Microsoft Entra ID (Azure AD), Google, and ClassLink, and custom setup for other identity providers such as Okta.

Can we export our data from Red Rover?

Yes. Your district owns its data. Authorized administrators can export data at any time, on demand or on a schedule, in formats including CSV, Excel, and PDF. If your contract ends, Red Rover provides your data in a mutually agreed-upon format at no additional cost.

Where is Red Rover data hosted?

Red Rover is hosted on Microsoft Azure in U.S. data centers. Data is replicated across multiple regions for redundancy and disaster recovery.

Security, Privacy, and Accessibility

How does Red Rover protect district data?

All data is encrypted in transit using TLS 1.2 or higher and at rest using AES-256 encryption compliant with FIPS 140-2. Each district's data is logically separated, role-based permissions control what every user can see, and our systems are monitored continuously and assessed regularly for vulnerabilities.

Is Red Rover SOC 2 compliant?

Yes. Red Rover has completed a SOC 2 Type II audit of its own security controls. The report is available to districts under a mutual nondisclosure agreement.

Does Red Rover use multi-factor authentication?

Yes. When your district uses single sign-on, users sign in through your identity provider, so your existing multi-factor authentication policies apply to Red Rover. Internally, Red Rover requires multi-factor authentication for all staff access to its systems and infrastructure.

How does Red Rover handle backups and disaster recovery?

Red Rover takes continuous and hourly backups, with point-in-time restore and backups stored in a separate U.S. region. A documented disaster recovery plan sets a recovery time objective of two hours and a recovery point objective of five minutes, and Red Rover guarantees 99.9% uptime.

How does Red Rover handle employee data privacy?

Red Rover is designed to handle staff and substitute data only and does not store, process, or access student information. Employee data is protected by the security controls above, used only to provide the service, and governed by data privacy agreements with districts, including agreements through the Student Data Privacy Consortium.

Is Red Rover accessible? Do you have a VPAT?

Red Rover is designed to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level A and AA, and we investigate and resolve accessibility issues under our standard customer service agreement. Contact us to request current accessibility documentation.

Do you sell or share our data?

No. Your district's data belongs to your district. We do not sell it, and we do not share it with third parties outside the integrations you set up and control.

Support and Service

What does support look like after we go live?

When you need help, Red Rover live chat is answered by a real person. Our support team works closely across support, implementation, and integrations, so you're getting help from people who understand K-12 and how Red Rover works.

Is support included, or is it an added cost?

Support is included. Your annual subscription covers live chat, phone, and email support, access to the Help Center, and every product update and new version at no additional cost. There are no paid support tiers.

Do we get a dedicated representative?

During implementation, yes: you work with a dedicated implementation consultant from kickoff through go-live. After go-live, your district is supported by our client success team. The person who picks up your chat or call owns your issue through resolution and brings in implementation or integrations specialists when needed. If an issue needs escalation, it goes to the Support Manager and then to our Chief Client Success Officer.

What happens if something goes wrong during payroll week?

Reach us by live chat or phone, where a person answers. Tell us it's payroll-critical, and support brings in our integrations team right away to check files, imports, and exports. Urgent issues are monitored outside business hours, and you can follow system status at status.redroverk12.com. For a district's first live payroll, our team validates that payroll files are uploading correctly into your ERP.

Where do our employees and substitutes go for help?

Employees and substitutes start with the Red Rover Help Center and in-app guides, which cover everyday tasks like creating an absence, accepting an assignment, or submitting a timesheet. Questions about district policy, like leave balances or approvals, go to your district's Red Rover administrator, who can contact Red Rover support for anything they can't resolve.

How does Red Rover work with districts after go-live?

Go-live is a starting point. A post go-live meeting confirms your integration files are working, and our client success team stays with you as your needs change. Every product update arrives automatically, and districts can share ideas and connect with other users in the Red Rover Community and at events like our symposium.

Can we talk to a current Red Rover district before we decide?

Yes. Ask, and we will connect you with a district that looks like yours.

Product Updates

How often does Red Rover release updates?

Red Rover updates are delivered automatically, so your district doesn't have to plan, install, or manage traditional version upgrades.

How do districts influence what gets built?

District feedback plays a direct role in Red Rover's roadmap, alongside market needs, technical requirements, and our product strategy. Customers can join early-access programs to give feedback on new capabilities before they're broadly available, and administrators can propose and vote on ideas in the Red Rover Community.

Is there a mobile app, and does it cost extra?

Yes to the app, no to the cost. Native iOS and Android apps are included, and they are free for employees and substitutes.

Do substitutes or employees pay anything to use Red Rover?

No. Districts pay for Red Rover. Employees and substitutes do not pay to use it.