Buckinghamshire Traded Services

****************************************
Request.IsAuthenticated: False
****************************************
Request.Params["ASP.NET_SessionId"]: 5zh2vtxfnkv2xqaskig0bq3m
Request.Params["APPL_MD_PATH"]: /LM/W3SVC/2/ROOT
Request.Params["APPL_PHYSICAL_PATH"]: S:\Apps\websites\SchoolsWeb\
Request.Params["AUTH_TYPE"]: 
Request.Params["AUTH_USER"]: 
Request.Params["AUTH_PASSWORD"]: 
Request.Params["LOGON_USER"]: 
Request.Params["REMOTE_USER"]: 
Request.Params["CERT_COOKIE"]: 
Request.Params["CERT_FLAGS"]: 
Request.Params["CERT_ISSUER"]: 
Request.Params["CERT_KEYSIZE"]: 
Request.Params["CERT_SECRETKEYSIZE"]: 
Request.Params["CERT_SERIALNUMBER"]: 
Request.Params["CERT_SERVER_ISSUER"]: 
Request.Params["CERT_SERVER_SUBJECT"]: 
Request.Params["CERT_SUBJECT"]: 
Request.Params["CONTENT_LENGTH"]: 0
Request.Params["CONTENT_TYPE"]: 
Request.Params["GATEWAY_INTERFACE"]: CGI/1.1
Request.Params["HTTPS"]: on
Request.Params["HTTPS_KEYSIZE"]: 
Request.Params["HTTPS_SECRETKEYSIZE"]: 
Request.Params["HTTPS_SERVER_ISSUER"]: 
Request.Params["HTTPS_SERVER_SUBJECT"]: 
Request.Params["INSTANCE_ID"]: 2
Request.Params["INSTANCE_META_PATH"]: /LM/W3SVC/2
Request.Params["LOCAL_ADDR"]: 10.68.128.32
Request.Params["PATH_INFO"]: /service-level-agreements/ict-schools-team-arbor-and-finance-systems-support-packages/service-level-agreement/
Request.Params["PATH_TRANSLATED"]: S:\Apps\websites\SchoolsWeb\service-level-agreements\ict-schools-team-arbor-and-finance-systems-support-packages\service-level-agreement\
Request.Params["QUERY_STRING"]: 
Request.Params["REMOTE_ADDR"]: 10.68.128.17
Request.Params["REMOTE_HOST"]: 10.68.128.17
Request.Params["REMOTE_PORT"]: 32120
Request.Params["REQUEST_METHOD"]: GET
Request.Params["SCRIPT_NAME"]: /service-level-agreements/ict-schools-team-arbor-and-finance-systems-support-packages/service-level-agreement/
Request.Params["SERVER_NAME"]: commercial.buckscc.gov.uk
Request.Params["SERVER_PORT"]: 80
Request.Params["SERVER_PORT_SECURE"]: 1
Request.Params["SERVER_PROTOCOL"]: HTTP/1.1
Request.Params["SERVER_SOFTWARE"]: Microsoft-IIS/8.5
Request.Params["URL"]: /service-level-agreements/ict-schools-team-arbor-and-finance-systems-support-packages/service-level-agreement/
Request.Params["HTTP_CONNECTION"]: Keep-Alive
Request.Params["HTTP_ACCEPT"]: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8
Request.Params["HTTP_ACCEPT_ENCODING"]: br,gzip
Request.Params["HTTP_ACCEPT_LANGUAGE"]: en-US,en;q=0.5
Request.Params["HTTP_HOST"]: commercial.buckscc.gov.uk
Request.Params["HTTP_USER_AGENT"]: CCBot/2.0 (https://commoncrawl.org/faq/)
Request.Params["HTTP_X_FORWARDED_FOR"]: 34.204.181.91
Request.Params["HTTP_X_ORIGINAL_URL"]: /service-level-agreements/ict-schools-team-arbor-and-finance-systems-support-packages/service-level-agreement/
****************************************
User.Claims["http://schemas.xmlsoap.org/ws/2005/05/identity/claims/name"]: 
****************************************

Service Level Agreement

Last updated: 6 December 2022

Buckinghamshire Council responsibilities

Billing will be in September of the same financial year (to cover April – March ). Should you have general queries regarding the billing please contact the team on 01296 383500 #4 – Services and Packages.
All incidents and service requests are logged with the Support Service Desk via phone / portal / email; regular updates will be provided on the progress of the issue.

Standard Service Requests

Service Request	Description	Response	Fix
How do I? / Training Requests / Information Provided		1 day	3 days
This is a request to change, add move or install an item or service, which can be planned in advance. *		1 day	Dependent on Request

*excludes calls logged to Education Software Solutions (ESS) for further investigation

We will provide regular updates to the school by email on the progress of their call

School responsibilities

We require schools purchasing a support package to either enable remote access via Datto RM or access to TeamViewer (version 15) so that the team can offer the highest levels of support (NB This may be subject to change)

Measures of Service Performance

ICT ServiceNow Portal – list all customer calls
ICT ServiceNow Reports – Volumes/Escalations
Account management meetings, support service forums
Use of course evaluation forms to monitor customer satisfaction levels

Previous Additional Services Next Escalation Process and Contacts

Print entire guide

Was this page helpful?

Very poor

Poor

Neither good nor poor

Good

Very good