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.
Incidents
|
Description |
Response |
Fix |
|
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 |
Description |
Response |
Fix |
|
How do I? / Training Requests / Information Provided |
1 day |
3 day |
|
|
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 Arbor for further investigation
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 – 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