We will provide a help desk between 8.00 am and 5.00 pm Monday to Friday. Attempts will be made to resolve the call by telephone using remote support software. All calls for support will be logged in an electronic format to include caller details, nature of the problem, solution given, response times, time taken and support officer involved.
Help desk call priorities are defined as follows;
- Priority 1 – Major – 1 hour response.
Causing a system wide failure for a large number of users and/or halting all or part of the customers main business function. This includes internet outages, any faults that arise during an Ofsted inspections and any major technical problems with the server which affects all users. - Priority 2 – Intermediate – 2 hour response.
Causing severe disruption to multiple user and general operations. - Priority 3 – Minor – 4 hour response.
Causing difficulties but no significant loss of operability - Priority 4 – Cosmetic – 1 day response.
Having no material effect including installation, move, addition and changes. - Priority 5 – Visit
On site support visit at a time and duration as agreed with the school.