Technical Support Service
Schools that contract to the Basic Technical Service get:-
Basic technical service:
the overall management of your technical requirements including a
telephone helpline, management of support visits, an annual technical
audit, termly technical ‘health checks’, planning and advice on
procurement, equipment purchase at preferential rates.
The service level is defined throughout on the basis of ‘best reasonable
effort’, but will include:-
Helpline:
A telephone line that will normally be operational between the
hours of 7:00 am and 10:00 pm. This helpline will endeavour to solve ICT
technical issues as described by the caller. Some issues may not be
suitable for solution over the telephone but all reasonable effort will
be made.
Management
of support visits:
If the school purchases either regular technician visits, or
ad-hoc services, these visits will be arranged via the helpline and
details of work done will be recorded.
An
annual technical audit:
At a mutually convenient date, an audit of all ICT equipment will be
carried out. The report will outline the state of each item and any
recommended actions, and describe (with maps) the network infrastructure
of the school.
Termly
technical ‘health checks’:
At mutually convenient dates in each term (assuming a 3 term year) a
check on the current state of each computer will be carried out. The
report will indicate the general state of each machine and any actions
required including updates of anti-virus, network and other software.
Where these updates can reasonably be performed during the time of the
health-check this will be done.
Planning
and advice on procurement:
At any time procurement advice can be obtained by telephone. Where
significant developments are being considered, the school may call upon
a consultant to assist on-site with the planning and to advise on
procurement.
Equipment purchase at preferential rates:
At all times schools can call upon assistance with purchase of
equipment. Where significant developments are being considered,
negotiations regarding best prices will be conducted to ensure that the
school achieves best value.
Where the school is purchasing the products of Tecwyn.net, the prices
will be at a discount of at least 50% compared to the price to schools
in general.
Network
software updates:
All updates and utilities for the Tnet networking system will be
provided free of charge.