Whole School Help Line
We offer a helpline with no limit to the number of support requests, unlike many other suppliers we are open for telephone support from 07:30 until 17:00 Monday to Friday or anytime by email, online, or via the service desk portal. Our service is not just limited to technical staff, but is a whole school help line available for technicians, teachers and administration staff.
Once a call is logged the team assess the issue and then either fix it if possible, or pass the call to an appropriately skilled team member who can advise on a resolution. Staff can track the status of their call by logging into the portal.
Support calls will be assessed by our engineers and responses prioritised as follows during normal business hours as part of our standard SLA:
|Priority||First Response||Resolution Plan|
|Low||1.00 hour(s)||End of day|
|Medium||0.45 hour(s)||End of day|
|High||0.30 hour(s)||2.50 hour(s)|
|Critical||0.20 hour(s)||0.40 hour(s)|