This article will out line the estimated response time to any support requests logged via our helpdesk. We will also aim to respond as soon as possible but this may take long in some cases depending on the nature of the issue or other circumstances around the school. We will be constantly reviewing our response times are will update when required.
Response Time Targets
Support calls can be logged via our 24/7 Helpdesk Management Application. Initial response times, are listed below. It is our intention to deliver the level of service you expect by meeting the targets defined here and working with you for mutually successful outcomes.
| Severity Level | Issues and Impact | Target Response Time | Target Resolution Time |
| 1. Outage | Server or internet down - Whole school impacted and unable to operate correctly. - Possibly 3rd party assisted support required | Immediate | 30 Minutes |
| 2. Urgent | Site Wide Impact - Whole school network access - Network security with impact to safeguarding of pupils and staff | Within 30 Minutes | 1 Hour |
| 3. High | End-user impact - Issues affecting teaching and learning for a class or majority of users across the school | Within 1 Hour | 2 Hours |
| 4. Medium | Access and Individual Impact - Impact of individual's performance both staff and pupils. (Password or access issues) - Any issues that don't fit into the above categories | Within 3 Hours | 1 Business Day |
| 5. Low/Monitor | These are issues located within the IT Support department through monitoring of the network and also any feature requests for current bespoke systems or the school website | Within one business day | 1 Week (depending on feature request development time) |
| 6. Informational | Inquiry for information | Within 48 hours |
Hours of Service
The IT Support Department is available between the hours of 8am - 4pm Monday to Friday term time only.
Half term support will be listed shortly and will also be published via our school website, helpdesk portal and service status page. Scheduled maintenance or planned business critical support will be conducted outside of these hours to ensure minimal impact on our users.
Questions?
Should you have any questions regarding any of the information or about a current ticket you have raised with up. Please contact: [email protected]
All information is property of All Saints' CofE Primary School. For copies of anything on our website or helpdesk please contact - [email protected]