Classroom365’s ICT service level agreements (SLAs) provide schools and multi-academy trusts (MATs) with reliable, education-focused ICT support services backed by a responsive helpdesk and third-line technical specialists. Our Gold, Silver and Bronze SLA options give schools a clear support structure, predictable costs and flexible onsite, remote and telephone support.
- Experienced ICT technicians with enhanced DBS checks and long-term school experience.
- A dedicated ICT helpdesk for logging tickets, updates and day-to-day support requests.
- Third-line ICT support for more complex technical issues, escalation and infrastructure advice.
We keep our ICT SLA options clear and practical so schools can choose the right level of support for their size, staffing and infrastructure.
What’s Included in Our ICT Service Level Agreements
Every Classroom365 ICT SLA is designed to keep your school’s ICT environment secure, reliable and well maintained. Our service level agreements cover day-to-day support, proactive technical checks and access to experienced helpdesk and onsite support staff, with clear response expectations.
We support schools across a wide range of ICT systems and technologies, including:
School networks, servers and backups
Support for core IT infrastructure (cabled and Wi-Fi), including network performance, server health, antivirus monitoring and regular backup checks.
Helpdesk, remote and onsite ICT support
A combination of online helpdesk support with ticketing, remote troubleshooting and scheduled onsite technician visits.
Third-line technical support and escalation
Access to senior technical specialists for complex issues, troubleshooting and infrastructure advice.
School software and cloud platforms
Support for Microsoft 365, Google Workspace, MIS platforms (separate MIS SLA required) and education software used in classrooms and school offices.
Classroom and office ICT hardware
Support for laptops, desktops, Chromebooks, iPads, printers, copiers, interactive displays and other school hardware.
Safeguarding and filtering-related ICT support
Assistance with school broadband providers, filtering changes and authorised safeguarding-related requests, including monitoring software.
Reporting and accountability
Ticket logging, progress updates and termly reporting to help schools review recurring issues and support trends.
Expert Advice. Fast Quotes. No Fuss
Compare our Gold, Silver and Bronze ICT SLAs
All ICT SLA packages include ICT technicians with enhanced DBS checks, helpdesk access and third-line technical support. The comparison table below highlights the key differences between Gold, Silver and Bronze support levels.
ICT Support Packages & SLA Response Targets
| Gold SLA | Silver SLA | Bronze SLA | |
|---|---|---|---|
| Support model | Highest cover with scheduled onsite support, remote helpdesk & priority emergency response | Scheduled onsite support & remote helpdesk | Remote-first support with fixed onsite visits per term |
| Best for | Schools & MATs needing extra hands-on support | Most schools (most popular option) | Nurseries, children's centres, small sites & admin offices |
| Helpdesk hours | 08:30 to 17:00 (Monday to Friday), term time & holidays | 08:30 to 17:00 (Monday to Friday), term time only | 08:30 to 17:00 (Monday to Friday), term time only |
| Emergency onsite response (if required) | Within 4 hours (or same day, depending on the issue) | Arranged callout (response by agreement) | Arranged callout (response by agreement) |
| Onsite support included | Weekly scheduled visits + emergency callouts | Weekly scheduled visits | Fixed onsite visits per term |
| Termly reporting |  | | Optional |
Additional Options
Alongside our Gold, Silver and Bronze ICT service level agreements, Classroom365 offers flexible support options for schools that need cover beyond their core package.
Holiday support
Onsite and remote support during school holidays, including helpdesk tickets, planned technical work and maintenance tasks.
Emergency onsite SLA add-on
Optional extra cover for schools that want a faster route to onsite support for urgent issues.
Non-SLA technical support
ICT helpdesk and onsite technical support for non-SLA schools on an hourly rate or pre-agreed fixed price basis, including exceptional situations such as Ofsted readiness (see our ICT checklist).
Choosing an ICT Support SLA for Your School’s IT Infrastructure
The right ICT SLA depends on your school’s size, internal staffing and the level of onsite support you need.
Some schools prefer a fully managed support model, while others have an internal technician and need additional helpdesk, onsite or third-line technical support. For many primary schools, nurseries and smaller secondary settings, managed IT for schools provides access to a wider team while keeping costs predictable through a clear SLA.
Primary schools typically benefit from a practical mix of regular onsite visits and fast remote helpdesk support. Secondary schools often need additional support for more complex infrastructure, project work or temporary cover during staff absence, with experienced ICT support technicians available when additional capacity or specialist skills are needed.
Safeguarding is central to our service, and Classroom365 understands KCSIE, including the requirements around filtering, monitoring, safeguarding responsibilities and secure ICT provision in schools. All staff working in schools have enhanced DBS checks, with support delivered by experienced technicians who understand education environments and KCSIE expectations.
Jump to our Bronze, Silver and Gold comparison table
If your school is reviewing its current ICT service agreement, Classroom365 can recommend the right service level agreement based on your support requirements, response expectations and onsite cover needs.
For schools planning a school decant or temporary move, Classroom365 can also support the ICT changes needed in temporary classrooms and alternative buildings.
Mark Friend, BSc (Hons), is a Company Director at Classroom365 and has worked in technology for nearly 30 years. His IT career started with Rothschild Bank in Sydney, Australia, before working as a Global VPN Project Manager for the British Council. Mark has 20 years of experience in the UK education sector, helping schools integrate the latest tech into their curriculum and ICT vision.