Skip to content ↓

Package 1

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

Summary of Agreement

Core Services

 

Yearly Cost (split into terms)

£2300 p.a.
(Termly: £767
/£767/£767)

 

Hours Available

10 scheduled visits per year 5 additional onsite days 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

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