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.<\/p>\n
Call resolution and service levels<\/strong><\/p>\n 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.<\/p>\n 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,\u00a0server, network and application support. In some instances, ICT staff may need to arrange a visit to your school to resolve the problem.<\/p>\n Priority levels:<\/strong><\/p>\n Priority 1<\/strong><\/p>\n Outage or failure affecting the whole School<\/p>\n Acknowledge Time: 30 minutes<\/strong><\/p>\n Call to Fix Time: 6 hours<\/strong><\/p>\n Priority 2<\/strong><\/p>\n Outage not affecting the entire\u00a0School but no alternative service is available<\/p>\n Acknowledge Time: 1 hour<\/strong><\/p>\n Call to Fix Time: 8 hours<\/strong><\/p>\n Priority 3<\/strong><\/p>\n Outage not affecting total\u00a0School but alternative equivalent equipment available<\/p>\n Acknowledge Time: 2 hours<\/strong><\/p>\n Call to Fix Time: 12 hours<\/strong><\/p>\n Priority 4<\/strong><\/p>\n Advice and Guidance only<\/p>\n Acknowledge Time: As soon as possible<\/strong><\/p>\n Priority 5<\/strong><\/p>\n Request for Change e.g. Order for new equipment<\/p>\n Acknowledge Time: As soon as possible<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" 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 … Continue reading “When will my call be done?”<\/span><\/a><\/p>\n","protected":false},"author":237,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-184","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/posts\/184","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/users\/237"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/comments?post=184"}],"version-history":[{"count":1,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/posts\/184\/revisions"}],"predecessor-version":[{"id":185,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/posts\/184\/revisions\/185"}],"wp:attachment":[{"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/media?parent=184"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/categories?post=184"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/my\/ictmoray\/wp-json\/wp\/v2\/tags?post=184"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}