Services for Schools Online Ordering System
Premier is an all-inclusive service for your school’s ICT support and installation requirements. Our service offers your school unlimited application and technical support for all staff and all computers across the whole school.
The Premier service includes regular service review and reporting to ensure that your ICT support is tailored and develops in line with your school’s vision, development plan and budget and thus provides an effective enabling tool.
Our dedicated ICT education specialist support team will support your needs both remotely and with onsite visits provided by a familiar face. There is no charge by time or visit. School Business Managers and bursars told us they wanted an upfront fixed cost to ICT support that offers value for money as compared to the total cost of separate ad hoc services.
Take back control of your ICT development - welcome to Premier.
We have over the last couple of years looked at ways we could improve our children’s understanding and experiences of ICT. We have integrated animation into our curriculum, been involved in video-conferencing and many other new initiatives. Without the Premier Service, none of this would have been possible.
It also gives us the confidence to know that if a job/problem arises, it will be sorted quickly. We do not have to wait two weeks and it is always by the same technician.
For a school with a limited budget and resources it is important that whatever we do is correct and productive. This service has allowed us to grow, it is like having an all knowing brother looking after us and guiding us.
Dallington School
Our service includes SIMS (Schools Information Management System) and all curriculum and administration ICT support. We can also visit your school to install standard hardware and software.
It includes:
Schools ICT Service Desk
01273 482519
ssd@eastsussex.gov.uk
To help us give you the highest levels of customer service, it is important that your school or academy does the following:
To help us give you the highest levels of customer service, it is important that you do the following:
We will hold regular meetings (three times per year) with you to review:
We will produce the following standard reports and key performance indicators (KPIs) and make them available to your school on request.
| Report | Frequency |
| Incident overview report | Termly |
| Remote support – activity log report | Quarterly |
| Hardware and software audit | Annually |
Service Desk operating hours are:
There is no support available outside of these hours or at weekends.
| Priority | Example incident (for guideline purposes) | Resolution time |
| 1 | Server, network or key ICT infrastructure component failure such as a network switch. Major system failure – SIMS unavailable. |
1 working day |
| 2 | More than one user unable to log on.
Essential equipment failure. SIMS or other supported software problems affecting all users within school/Unable to access SIMS gateway. |
3 working days |
| 3 |
Less urgent support events as agreed with the user. SIMS and other supported software problems affecting one user from working. |
5 working days |
| 4 | Request for on-site training.
Request for consultancy visit or PAYU (pay as you use) service. Requests for information/Usage advice/SIMS report work/Czone user accounts and passwords. |
15 working days or as agreed |
Your school or academy is responsible for notifying the Service Desk if an incident or request needs to be given higher priority.
We are committed to helping you get the maximum benefit from your ICT investment. We follow internationally recognised best practice procedures that conform to the ITIL and FITS standards.
We value feedback to help us improve the quality of our services. If you have any concerns, complaints or compliments, please do not hesitate to contact the Service Desk.
When you contact us, we will: