The Software and Infrastructure Support Service is Schools ICT’s core package designed to solve ICT issues quickly and efficiently over the phone, remotely or in person.
Our pledge to you is that we won't let you down. We will do our utmost to help resolve your issue regardless of the complexity and time it takes. No limits are placed on the frequency or volume of requests for assistance that can be made in any one year.
We not only have the expertise of our own trained staff but can draw on the knowledge and expertise of colleagues within the County Council, as well as our network of suppliers, partners and providers.                

Key features

·         Help Desk support for rapid problem solving
·         Remote connection to your computer for direct in-depth support
·         Principal Support Officers for complex problem solving
·         MIS support from accredited specialists
·         Visit from qualified and experienced field engineers for on-site support
·         Disaster recovery in the event of a catastrophe
What’s Included
1 - Help Desk Support
The Schools ICT Help Desk can be contacted 24/7 via email or through the website.  All messages and notifications are checked on the next working day.
Telephone opening hours are:
Monday to Thursday                   8:00am to 5:00pm
Friday                                            8:00am to 4:30pm
Please note the help desk is closed on Public Holidays and between Christmas and New Year but you can still send an email or log a call via the website ready for our attention on return to work.
2 – Support for MIS software
The service covers support for all current MIS systems off the Schools ICT MIS Framework installed on any device in school.
Our in-house team of specialist MIS Support Officers aim to resolve most issues at first contact but can draw on the direct support of the individual software providers for more complex cases.
3 – Admin/Office Software
The S&I support SLA covers all software applications and operating systems currently installed on any device in school (servers, PCs, laptops, tablets, etc.). This includes all Microsoft Office applications
If the worse happens and there is a total system failure Schools ICT will get you back up and running using the latest backup data and previously installed applications from the customer’s original media. 
4 - Network Infrastructure
The customer’s complete local network infrastructure is supported, including network switches, wired networking components, wireless networking components, digital projectors, interactive whiteboards and their integrated audio systems, but excluding hardware repair as noted above.
5 - Post-Sales Support
The service includes management of warranty claims that arise for any equipment purchased from Schools ICT.
6 - Support for Third Party Supplied/Installed ICT Systems
The service includes support for ICT systems supplied by, or installed by, other service providers but of course subject to a number of conditions
7 - Additional Charges
If certain tasks fall outside the scope of the Software & Infrastructure Support Service we are happy to quote for completing the work.  There will be a charge based on chunks of 15 minute intervals. Your Help Desk operative will be happy to discuss these with you and explain what is involved. 

The annual cost of service is based on a fixed sum and a per pupil weighting. Current prices can be found on North Yorkshire Education Services within the Schools ICT Services area.
For more information on any of our support options, or to arrange an informal discussion around your particular needs please contact Schools ICT on 01609 536086 or talk to your North Yorkshire Education Services Relationship Manager


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