ICT Enhanced Support

 

Our Enhanced ICT package incorporates all of the essential ICT support included within the ICT Basic Support package with the additional benefits of a designated ICT Technician offering hands on support in your school or Academy.


Scheduled Support Visits


Providing an inspiring and educational ICT teaching and learning environment demands a well maintained, functional and secure ICT set up.  Our ICT technicians can help you get the best use of your available technology and provide advice and guidance on general ICT issues. In addition to dealing with any logged or requested tasks your ICT technician will also complete a range of standard checks to ensure your systems are running smoothly.


Available from:


• Half day per month
• Half day per 2 weeks
• Half day per week
• 1 day per week


We will provide no less than the following:


• 10 monthly visits *
• 19 fortnightly visits *
• 27 weekly visits *


* Depending on the school year the amount of visits may fluctuate.



Flexibility


We offer a Technician who attends for an agreed slot but with the flexibility of adjusting time on site to support you in school when you need it.


Proactive preventative maintenance


Our support team use sophisticated monitoring systems to proactively monitor your school server and network behind the scenes and to carry out preventative maintenance remotely from our offices.


Service Desk with online, remote and telephone support


Our Enhanced ICT Support Contract gives you access to our Service Desk where all incidents and service requests are logged and tracked through to resolution. Our ICT specialists will support you by telephone, email or use remote tools to resolve any ICT issues within an agreed Service Level.


Cloud back up service


Our cloud backup service provided by Redstor automatically protects data residing on desktops, laptops, servers and network attached storage devices according to your school’s retention policies and schedules. This means that you do not have to worry about data being lost or having to perform back up procedures in school.  Data is encrypted and is stored off site in high security data centres with rapid data recovery available when you need it.


Additional storage is available in 50 or 100 GB bundles.


Procurement guidance


Our Customer Relationship team are available to work with you on any requirement you may have regarding the purchase, installation or upgrade of your ICT infrastructure. Regardless of whether you simply require one device or have a larger scale requirement we can offer value for money based on bulk purchasing.


Coming soon – we have gone out to tender to find a dedicated Norfolk ICT Hardware supplier. This supplier will give all schools and Academies access to a Norfolk Website providing up to date pricing and information and the ability to order equipment online.


Customer Support Visit


Our Enhanced support package offers an optional annual bookable customer support visit providing you with a high level ICT equipment report for your School or Academy. Our team will discuss the status of your ICT equipment in addition to the performance of our services and how best to support you now and in the future.


IT Disposal and recycling


We can arrange recycling and disposal of your redundant ICT equipment.


Optional Bolt-On Services


Managed Anti-Virus Protection – Schools or Academies with Updata Broadband Contract


An essential part securing your school is to ensure your computers and network are protected by Anti-Virus and Anti-Spyware software. Using Symantec Endpoint Protection, we will install this on to your server and devices which in turn talks to the management console where we can monitor and distribute updates on a regular basis.


Managed Anti-Virus Protection – Schools or Academies without an Updata Broadband Contract


An essential part securing your school is to ensure your computers and network are protected by Anti-Virus and Anti-Spyware software. Using Symantec Cloud Protection, we will install this on to your server and devices which in turn talks to the cloud management console where we can monitor and distribute updates on a regular basis


Summer Support Visits – New for 2017-18


If you would like to request additional technician visits during the summer holidays for any work that is not possible whilst the school is fully occupied, such as classroom moves, user roll over or software installations, you can now purchase additional visits without impacting your term time support.



Please contact the ICT Service Desk on 0845 303 3003 (Option 2) or email our Customer Relationship Team at ictcontractsteam@norfolk.gov.uk if you wish to discuss your school’s requirements for tailored solutions.


 

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