IT Support
Our ethos
The last 18 years have taught us that no school is the same so how can your IT support be the same? The pandemic has changed IT in a massive way so we have adapted our service to meet your needs. Some schools have upskilled themselves and others have relied on us even more than before. Many schools were provided a lot of equipment by the DFE and this all needs looking after. Never more has reliable IT and infrastructure been essential to teaching and learning.
This is why we are introduced two new IT support levels – Essential and Enhanced.
Policies
We have a number of policies which can be viewed here.
In response to the statutory guidance Keeping Children Safe In Education 2023 (KCSIE) we understand that our procedures form an essential role. Please see our full policy here.
Key features
| Support Method | Enhanced | Standard | Essential |
| Scheduled Onsite Engineer Visits | ✔ | ✔ | ✔ |
| Remote Support – Servers & Infrastructure | ✔ | ✔ | ✔ |
| Support Ticket Portal | ✔ | ✔ | ✔ |
| Email Support | ✔ | ✔ | ✔ |
| Installation of Software | ✔ | ✔ | ✔ |
| Office 365/Gsuite Support | ✔ | ✔ | ✔ |
| Repairs to hardware (labour only) | ✔ | ✔ | ✔ |
| Installation of Hardware* | ✔ up to 5 units | ✔ up to 5 units | ✔ unlimited |
| *5 units are the realistic number of devices that can be setup in a standard visit without an impact on other service items. | |||
| Free emergency call-outs | ✔ | ✔ | – |
| Web filtering reporting | ✔ | ✔ | – |
| Responsible Equipment Recycling | ✔ | ✔ | – |
| Proactive Monitoring of Essential Services* | ✔ | ✔ | – |
| *Essential Services include checking the following: SOLUS3, CCTV,UPS, Remote Backups, Local Backups, System State Backups, NAS Health, WIFI Status, Internet Line Status, Read/write disk speeds of Server(s), RAID Array Health, Antivirus, Filtering Report & WSUS | |||
| Consultation and Advice | ✔ | ✔ | – |
| 3rd Party liaison | ✔ | ✔ | – |
| Website Maintenance | ✔ | – | – |
| Remote Support for Staff devices between visits | ✔ | – | – |
| Asset Tagging | ✔ | – | – |
| Training | ✔ | – | – |
| SLA | Enhanced | Standard | Essential |
| Bi-Weekly 4hr | £13470 | £10106 | £8590 |
| Bi-Weekly 3hr | £9849 | £7879 | £6697 |
| Weekly 4hr | £6986 | £5589 | £4751 |
| Weekly 3hr | £5293 | £4234 | £3599 |
| Fortnightly 3hr | £2806 | £2244 | £1907 |
| Monthly 4hr | £2244 | £1897 | £1570 |
| 3rd line Support (Monthly 3hr) | £1999 |
