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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

 

 

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 outlined 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 services will cost £1500 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 antivirus 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 the 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)

£1500 p.a.
(Termly: £500/£500/£500)

 

Hours Available

5 scheduled visits per year 1 additional onsite day as required throughout the year

 

Supported Items

Desktop PCs, laptops, servers, printers, tablets
(chrome and iOS and other ICT peripherals.
Windows, and Google Workspace

 

Backup Strategy

Advise and monitor

 

Supporting Team

Primarily ICT Technician, with wider support from
ICT Manager & Senior ICT Technician
 

Helpdesk

Via phone and email  

Reporting

Each visit will have notes detailing actions taken and
anything for consideration, this will be sent within 5 days of the visit

 

Additional Costs

£75 for a half day or £150 for a full day  

 

  1. Primary ICT Support Service Level Agreement 2024 - Half Contract