ICT Service Level Agreements for Schools and Multi-Academy Trusts

Classroom365’s ICT Service Level Agreements for schools have been developed over the years to cover all technical issues that can arise supporting a school network.

Each ICT SLA includes the following:

  • Experienced ICT technicians. Our enhanced DBS-checked technicians are qualified and have worked with us and in schools for many years. They are reliable, diligent and friendly. We understand personality counts.
  • A dedicated ICT helpdesk to log calls and helpdesk tickets as they come in.
  • Third-line ICT support to help resolve the more complex technical problems that arise.
ict service level agreement for schools

We keep it simple with every Gold, Silver and Bronze SLA for schools and multi-academy trusts. They are all described in detail below. Please complete our contact form below to enquire about our ICT contract pricing.

What Do Classroom365’s IT SLAs for Schools Provide?

ICT Service Level Agreement - Find Out More

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Every ICT service level agreement is designed to ensure your school’s network is up-to-date and performing optimally.

For 2024/2025, we offer Remote Support Plans starting at £999.

Our Gold, Silver and Bronze ICT SLAs offer schools three distinctive packages at an affordable price.

When your friendly ICT technician arrives onsite, they will quickly get to work addressing network performance issues, user logins, anti-virus updates, school server backup checks and repairing ICT hardware and software bugs. See our table below for comprehensive details.

We can install any purchased ICT software and hardware. You decide how to use our time onsite.

Our technician will log each task in our online tech support ICT helpdesk. End-of-term reports for both us and our clients are readily available for accountability. Our ICT support portal and resources can be accessed here. Plus, information can be tracked via traditional paper/pen methods (log books) if desired in the old-school way.

Our comprehensive technical support eliminates the need for costly additional fees. Other Managed Service Providers, for example, charge additional fees per workstation installation. Check your contracts!

We offer competitive quotes for projects requiring more in-depth work, such as installing a new interactive whiteboard in a classroom or migrating to Google Classroom. Learn more about our comprehensive range of ICT services and service delivery for UK schools.

it service level agreements for education

An ICT Contract for Schools from Classrom365 – What We Offer

ICT Support SLA
Gold S.L.A.Silver S.L.A.Bronze S.L.A.
Onsite, telephone and remote supportPhone and remote support available from 8:30 am to 5:00 pm. Emergency site visits guaranteed within four hours, while non-critical support addressed onsite within eight hours. Fixed weekly site visits of three, six, nine or twelve hours (or more). Whole or split days accommodated.Phone and remote support from 8.30 am to 5.00 pm. Fixed weekly site visits ranging from three, six, nine or twelve hours (or more). Site visits can be arranged as a whole or split days according to requirements.Immediate phone and remote support from 8.30 am to 5.00 pm. Bespoke SLA with a fixed number of onsite visits per school term. Ideal for supporting nurseries, children's centres or admin offices separate from the primary curriculum network.
London Grid for Learning (LGFL) support, including web filtering and Staff Mail for schools. Broadband for schools support and liaison with third-party suppliers such as Exa and Talk Straight
School MIS support, including ESS SIMS, Arbor MIS, Integris, ScholarPack and Bromcom
Windows Server (2022,2019/2016) networks, macOS Server with Apple, Windows and Chromebook clients
Wireless networks including Ruckus Wireless technical support, Watchguard and Aruba
Security cameras for schools support and troubleshooting
Google Workspace in classrooms support and MDM support for iPads
Interactive whiteboards and display panels, including SMART Boards, Clevertouch screens and Promethean support. Projector and screen support with lamp replacements
Peripheral support, including photocopiers, printers, visitor management systems and scanners
Anti-virus installation, updates and support. Products include Sophos and Panda AV software
Emergency onsite site visitOn prior agreementOn prior agreement
Curriculum support to teach ICT effectively, including RM, coding apps, 2Simple and Inclusive SEN software
Independent and knowledgeable procurement support and advice
sla in schools

Additional ICT Agreements for Schools

In addition to our Gold, Silver and Bronze Service Level Agreements, we offer the following SLA in schools and multi-academy trusts.

Holiday support service level agreement

Along with our ICT helpdesk and remote access staff, we offer onsite assistance during school breaks if necessary. Between 8:30 and 17:00, we answer calls, address helpdesk tickets, and provide prompt guidance.

Emergency onsite ICT SLA

An add-on to our Silver SLA. This is an excellent choice for total peace of mind, knowing that, no matter what, our onsite help will immediately handle any urgent technical difficulty. We also offer emergency ICT support for schools affected by the RAAC concrete crisis.

This is an add-on to our Silver SLA. It is an excellent choice for total peace of mind, knowing that, no matter what, our on-site help will immediately handle any urgent technical difficulty. We also offer emergency ICT support for schools affected by the RAAC concrete crisis and for Ofsted inspections, for which we have made an Ofsted ICT checklist to help schools prepare.

Non-SLA technical support

Our ICT Helpdesk offers fast, efficient support for an hourly rate or a pre-determined price.

IT Contracts for Schools – Things to Consider

Should ICT in education be managed internally?

Whether a school employs a full-time ICT technician or has fully managed IT for schools, the cost is one of the most significant factors.

A permanent technician is not usually necessary for primary and small secondary or special needs schools. The advantage of an ICT support company such as Classroom365 is expertise from a whole team and school budget savings. Sometimes, technical assistance is only needed for half or one day per week.

Our experienced technicians ensure that any technical issues are resolved quickly, and your computing budget can be determined in advance with one of our ICT contracts. Whether it’s a new interactive display installation from Classroom365 or a simple helpdesk ticket, we will collaborate with you to save money for everything ICT in education.

it contract for schools

ICT support SLA for Primary Schools

Primary ICT technical support differs from secondary school requirements. As your primary school’s first point of contact, we provide a tailored ICT contract based on one of our core SLAs with 3 to 12 hours of dedicated onsite support per week, depending upon school size.

Telephone and remote assistance are included in your contract, and emergency onsite cover is an option.

Secondary school technical support

Our comprehensive ICT support SLAs guarantee effective operations in secondary school education settings.

If a school network manager needs expert assistance or a third-line support engineer is required for 1 to 5 days a week, we can help.

We also offer temporary technical cover, so please get in touch with us today to discuss your needs.

ICT Contracts for Schools - Find Out More

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Enhanced DBS-checked technicians

Classroom365 recognises the parts of KCSIE and the importance of safeguarding in schools. All our staff have enhanced DBS checks before starting with us.

We maintain a low staff turnover thanks to an experienced core technical team with decades of expertise in primary and secondary school settings.

Our certified ICT technicians have proven knowledge, qualifications, and friendly customer service.

it support contract for schools

For More Information, Please Contact Us Now

For an ICT SLA price, please get in touch with what you require for your school or MAT.

We will arrange the following:

  • A transparent and cost-effective price for your School’s IT Service Level Agreement.
  • If you are interested in our proposal, we will arrange a virtual or onsite meeting, whichever is preferable.

Should you wish to proceed, we will complete a site survey and free site audit to record your ICT infrastructure and a handover with your incumbent ICT support provider.

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