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Package 2

In this package we offer the following types of support - 

  • Telephone Support
  • Email Support
  • Remote Assistance (using remote desktop connection solutions where available)
  • Scheduled visits and Emergency onsite assistance (extra costs may apply, if outside the SLA)

Service availability - 

  • Telephone support: 8:30 AM — 4 PM Monday – Friday during school term time (Calls which are received out of these hours will be taken via voicemail but will be followed up the next school day)
  • Email support: Monitored 8:30 AM — 4 PM Monday – Friday during school time (Emails received outside of office hours will be collected and will be followed up the next school day) 

Service Requests - 

In support of services outline in the Service Level Agreement, the Forest of Dean Trust will respond to service-related incidents and/or requests submitted by the partner primary school within the following time frames: 

  • Next working day for high priority issues 
  • Within 2 working days for medium priority issues
  • Within 5 working days for low priority issues 
  • Remote assistance will be provided in line with the above timescales depending on the priority 
  • Onsite support will be arranged as necessary, depending on the priority and availability of the IT team 

Types of Service - 

This package of support service will cost £1200 per annum, this includes all core services, plus up to 2 additional services.

Core Services:

  • 5 visits during term times; these will be planned in advance and would generally be on a monthly basis (these days would primarily be to perform routine maintenance, such as projector filter cleaning, monitoring backups, visual safety inspections, ensuring anti-virus and patches are up to date etc...)
  • Access to another 5 days of on-site or remote support. These may be triggered by the visiting technician in response to the above activities or by the school itself registering a support call or request
  • Software installation; automatically via package build and deployment or MSI file where possible, otherwise manually installation on network clients. This will be subject to software licence terms and conditions 
  • Advice and guidance: this can be for just as little as advice on purchasing new IT equipment
  • Fault analysis will be carried out and guidance offered to the next steps if a problem cannot be resolved as part of the service agreement for the following: 

             Wired network infrastructure (switches, hubs, cabling and network points) 

             Desktop PCs

             Laptops (hardware and software; wireless networking issues) 

Additional Days -

If additional days are needed or one-off projects outside the scope of agreement are requested, these may be provided at costs of:

  • £50 for a half-day
  • £100 for a full day

Summary

Summary of Agreement

Core Services

 

Yearly Cost (split into terms)

£1200 p.a.
(Termly: £400/£400/£400)

 

Hours Available

40 onsite + 40 remote

(5 scheduled visits per year plus additional as needed)

 

Supported Items

Desktop PCs, laptops, servers, printers and other ICT peripherals 

 

Backup Strategy

Advise and monitor

 

Supporting Team

Data & systems Lead, 

Primary Partner ICT Technician, 

ICT Technical Technician

 

Helpdesk

Agreed between schools; flexible via email

 

Reporting

Ongoing + annual review and advice

 

Additional Costs

£50 for a half-day or £100 for a full day