Buckinghamshire Traded Services

Service Level Agreement

Last updated:

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




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
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