Technical Support

Which level of Support best suits the needs of your School?

We operate an IT helpdesk for schools which can be accessed from 9am to 5.30pm. Our experienced helpdesk and support engineers are on hand to rapidly assess and advise or solve issues without delay, whether it is over the phone, via remote support, or a scheduled visit depending on your schools needs.

Block Hour Support

A Block Hour Agreement enables our customers to avail of technical support service hours at a discounted rate in blocks of hours in quantities of 6, 12, 24 or 48 hours, in return for an upfront payment. This rate is considerably less than a standard technical service charge.

Under the agreement, time is accurately tracked through our professional service automation system (PSA). Block hour subscribers receive access to our client access portal. This enables clients to create, manage and review all support incidents and detail of types of service performed, time used and technical changes.

Reactive Support

When an IT problem occurs, you simply React to it. You contact us and we will try to assist by phone, by a remote session and if the problem cannot be fixed remotely we can send an engineer or consultant to your site.

Reactive Support can produce unexpected costs and budget surprises for your school, but may be appropriate for your particular needs.

For Reactive Support we can offer you Blocks of Service. These are discounted hourly service blocks than can be used for any technical support issue you may have.

Proactive Support

With Proactive Support, using our cutting edge managed services, we are able to eliminate the possibility of the problem even occurring in the first place. Through constant monitoring, our support team will be notified of potential problems before they arise and will implement safeguards to try to stop them from occurring. We also provide call logging for reactive support. In the event of us not solving the problem remotely, we can send a consultant on-site.

Proactive Support anticipates events and makes sure you have a plan in place. This is an agreed monthly fee.