Customer IT Help Desk
Open Monday – Friday
Term Time Only
07:30 – 17:30
Out of Hours: Electronic Ticket service requests or incident reporting available Monday to Sunday
Remote Support: Enablement (may be required) SCCM fully managed network services subject to compatibility Re-configuration may be required and charged independently.
CLC IT Service Desk enables your user to report/log any service requests Monday – Sunday. We will always endeavour to provide a reactive service to all our customers.
Onsite and Remote Support is not provided weekends, evenings and public holidays unless specified and agreed within in your service agreement in advance. IT Service and Support Response Times will be prioritised for effective reactive resolution.
High Priority: Networks Down affecting all users Server/Internet/Power Failure/System Access – Classification Emergency Call Out Technician on site within 2 hours 99% attendance rate within time scale.
Medium Priority: User access impaired unable to carry out normal functions or access files/folders/print access. Remote Support applied within 4 hours. 95% completion within time scale
Low Priority: Minor issues that do not affect teaching or learning or main use of systems. General requests. Next Scheduled Site Visitor within 72 hours 98%completion successfully achieved within time scale.
All service requests are monitored, prioritised, with an average resolution time of 30 minutes. On occasion delays may occur if replacement equipment/parts may be required, or due to additional support required by your third party provider. This may include your internet services or MIS provider services.
On-Site Emergency Response: On occasion emergencies may occur outside the remit of your IT service plan, we fully understand the detrimental impact this can cause. Our aim is to ensure limited downtime, thereby providing a fully reactive emergency response service. Call out fees are noted within our service plans.The CLC can provide premium cover for those unexpected emergencies with a one off premium annually. No claim discounts will be applied to premium renewals. Technicians will provide an engineers report for management purposes.
The CLC will provide recommendations and regular updates to improve your infrastructure. You can be assured that they are unbiased and in relation to your current needs, related to operational performance for your teaching and learning platform.