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 LevelIssues and ImpactTarget Response TimeTarget Resolution Time
1. OutageServer or internet down
- Whole school impacted and unable to operate correctly.
- Possibly 3rd party assisted support required 
Immediate30 Minutes
2. UrgentSite Wide Impact
- Whole school network access
- Network security with impact to safeguarding of pupils and staff
Within 30 Minutes1 Hour
3. HighEnd-user impact
- Issues affecting teaching and learning for a class or majority of users across the school
Within 1 Hour2 Hours
4. MediumAccess 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 Hours1 Business Day
5. Low/MonitorThese 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 websiteWithin one business day1 Week
(depending on feature request development time)
6. InformationalInquiry for informationWithin 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.


Should you have any questions regarding any of the information or about a current ticket you have raised with up. Please contact: 

All information is property of All Saints' CofE Primary School. For copies of anything on our website or helpdesk please contact -