ICT and Digital
ICT Service Desk and Infrastructure SLA
Uncapped remote and on-site technical support, with monitoring, patching and a four-hour response.
Everything needed to keep a school network running, from the service desk through to the cabinet in the cupboard.
What is included
- Uncapped remote support, 08:00 to 17:00, term time and holidays
- Scheduled on-site visits, and unscheduled ones when something is down
- Monitoring, patching and backup verification
- Cyber security posture review each term
- Filtering and monitoring assurance for your safeguarding return
6 days of consultancy included
Once the contract is running you book these yourself under My school, and can see how many are left at any point in the year.
Terms and conditions, version 1
1. These terms
These terms apply to every service bought through this site unless the service carries terms of its own, in which case those apply instead. The version you accept at checkout is recorded against your order and can be read back at any time.
2. Ordering and payment
An order placed through this site is a commitment by the buying organisation. Invoices are raised in the monthly run following the order and are payable within thirty days. Annual contracts run from 1 September to 31 August unless stated otherwise.
3. Renewal
Annual contracts renew automatically for the following academic year unless declined during the renewal window. Declining a contract in the renewal window ends it. No separate written notice is required: the confirmation sent when you decline is the notice, and it carries a reference.
4. Cancellation of training
Training bookings may be cancelled through this site at any time. The charge that applies is set by the published cancellation policy for that course and is shown before the cancellation is confirmed. Substituting a delegate is free wherever the policy allows it.
5. Prices
Prices are as displayed at the point of order and are held for the contract year. Per-pupil prices are calculated on the number on roll held for your organisation at the point of order or renewal.
6. Delivery and service levels
Response commitments, included days and support hours are stated on each service. Where emergency cover is purchased, the response commitment for critical tasks is as stated on that service.
7. Data protection
Each party acts as a controller for the personal data it holds. Data is processed only as necessary to deliver the service, is held in the United Kingdom, and is retained for the period stated in the privacy notice.
8. Ending a contract early
A contract may be ended early by agreement. Where a service has been delivered in part, a proportionate charge applies.
You accept these at checkout, and the exact version you accepted is kept with your order.