When Will My Call Be Done?

ICT deal with around 2500 support calls per month and endeavour to deal with all calls as quickly as possible. To help ICT prioritise the calls there is a Service Level Agreement (SLA) which is applied as part of the Service desk software. This SLA has been agreed with Education and is applied across all Education sites.

Call resolution and service levels

The Service Desk team will: record the call details in our Service Desk system, prioritise and assign your call based on service level agreements, Provide you with a reference number, which you should use in all correspondence about your call.

Some calls are resolved instantly, but others will need more time. Where a call cannot be resolved by the Duty ICT Officer, it will be passed to relevant staff members with expertise in desktop, server, network and application support. In some instances, ICT staff may need to arrange a visit to your school to resolve the problem.

Priority levels:

Priority 1

Outage or failure affecting the whole School

Acknowledge Time: 30 minutes

Call to Fix Time: 6 hours

Priority 2

Outage not affecting the entire School but no alternative service is available

Acknowledge Time: 1 hour

Call to Fix Time: 8 hours

Priority 3

Outage not affecting total School but alternative equivalent equipment available

Acknowledge Time: 2 hours

Call to Fix Time: 12 hours

Priority 4

Advice and Guidance only

Acknowledge Time: As soon as possible

Priority 5

Request for Change e.g. Order for new equipment

Acknowledge Time: As soon as possible

Author: D. McKay

ICT Project Leader with The Moray Council. 24 Years in Education ICT and still learning.

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