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: 

• 2 hours (during school hours) for high-priority issues 
• Within 8 hours for medium priority issues
• Within 2 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 £2300 per annum, this includes all core services.

Core Services:

• 10 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 10 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 on 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

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