MagicBox Success in Back to School 2021 - October Newsletter
October, 2021

The start of the school year in the United States is always a hectic yet crucial period for educators, educational institutions, and education publishers.

The MagicBox team ensured that our customers have a successful BTS season with seamless onboarding of new users. BTS 2021 is in its last leg, and we are extremely happy to share our success story for BTS (September) 2021.

Few Numbers from BTS 2021

MagicBox now has over 6 million students on its platform. We onboarded almost 1 million new users in August-September 2021.

Powerful Analytics for Educators

MagicBox achieved several milestones too:

  • Over 244K content items downloaded
  • 244.3 million pages read
  • Approximately 706K audios played
  • About 346K questions attempted
  • Over 1 million annotations made, including drawing, writing notes, highlighting paragraphs and bookmarking.

Server uptime and stability

MagicBox offers a high degree of scalability, which was put to the test when millions of students worldwide moved online for education. We provided 24*7 monitoring support and the maintenance team was immediately notified if any system component was in stress. We faced 4 minor incident issues with no impact on users.

The platform uptime:
  • 99.9+% in the USA and Ireland
  • 100 % in Sydney, China and India
  • The First Response SLA (15 minutes) for server issues/site outage was 100 % met

MagicBox Tier 1 support

  • MagicBox team also provided 24*5 tier-1 support to help districts and schools onboard directly. Around 270 Freshdesk tickets were created during the BTS timeframe. The first response was sent within 24 hours for 95.5% of the ticket, and 75.9% tickets were resolved and closed within 5 days.
  • Ticket volumes declined 40% as compared to 2020 as the platform was upgraded to support new integrations, focusing on a more self-service approach for users. Our customers can now troubleshoot problems to a great extent on their own, which means less downtime and more productivity.