ICT deal with around 3000 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
