Technical Server and Device Support
What's included
- An experienced Technical Support Team provides full technical support for your approved servers, admin PCs and laptops under warranty, plus curriculum PCs and laptops under warranty.
- The ICT Development Service Desk is available for Schools to log all technical support requests and these are proactively managed and actioned daily.
- A Disaster recovery service which includes a total rebuild of the server and restore of data. We will arrange to collect the server to re-build or, where appropriate, re-build and restore data remotely.
- To support disaster recovery of SecondaryVirtual Servers, ICT Development Service remotely backup Virtual Machines that have been selected by the school to a secure DPM (Data Protection Manager) Server on a regular basis. DPM backups are retained for 7 days
- Automatic remote deployment and updates to software as they become available.
- We will liaise with manufacturers on your behalf to resolve hardware warranty issues for your approved servers, admin PCs and admin laptops under warranty
(* Approved Servers, PCs and laptops are those purchased via the ICT Development Service. Please note new software installations are an additional charge).
What's not included
- Support on 3rd party (non-managed) devices An experienced Technical Support Team provides full technical support for your approved servers, admin PCs and laptops under warranty, plus curriculum PCs and laptops under warranty.
Customer responsibilities
- To report known defects to the Service Desk when apparent to prevent further deterioration and potential consequential damage to other equipment.
- To have appropriate information readily available for the Service Desk Operator relating to the fault/issue. This will include a description of the issue and serial number/s of equipment, if required.
- To provide a named site contact, complete with all contact details, and any site requirements for each call logged.
- To arrange access to the site, if required, for each call logged. If the agreed access is denied/not available, abortive costs will be charged.
- Ensure that supported devices are connected to the Warwickshire Broadband Network, or other appropriate network, and are available for a remote support session.
- To provide Emergency Contact Details for us to contact, in the event of a Server failure during School Holidays.
