Buckinghamshire Traded Services

Service Level Agreement

Last updated:

Buckinghamshire Council responsibilities

Billing will be in September of the same financial year (to cover the period April to 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 progress updates will be provided to the school.





Complete Network, Server or Major Application not working and no work around available.

15 minutes

4 hours or agreed recovery plan*

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 ESS for further investigation

School responsibilities

We require schools purchasing a SIMS 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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