ICT Service Level Agreement for Schools
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.
- A third-line backup team to help resolve the more complex technical problems that arise.
We keep it simple with every Gold, Silver and Bronze SLA for schools, all described below. To enquire about our ICT contract prices for schools, please complete our contact form below.
What Does Classroom365’s ICT Helpdesk Provide?
We offer a range of ICT service level agreements to ensure your school’s network is up-to-date and performing optimally.
For 2023/2024, we are offering 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 ICT software and hardware purchased. It’s up to you how you use our time onsite.
Our support technician will log each task in our online ICT Helpdesk. End-of-term reports for both us and our clients are readily available for accountability. Our support portal and resources can be accessed here. Plus, information can be tracked via traditional paper/pen methods (logbooks) if desired in the old-school way.
Our comprehensive technical support eliminates the need for costly additional fees. Other Managed Service Providers have additional fees per workstation installation, for example. Check your contracts!
We offer competitive quotes for projects requiring more in-depth work, such as installing a new interactive whiteboard for a classroom or a Google Classroom migration. Learn more about our comprehensive range of ICT services from Classroom365.
ICT Support - Find Out More
An ICT Contract for Schools from Classrom365 – What We Offer
| Gold S.L.A. | Silver S.L.A. | Bronze S.L.A. | |
|---|---|---|---|
| Onsite, telephone and remote support | Phone 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 Education, Integris, ScholarPack and Bromcom | | | |
| Windows Server (2022,2019/2016) networks, macOS Server with Apple, Windows and Chromebook clients | | | |
| Wireless networks including Ruckus Wireless support, Watchguard and Aruba | | | |
| Security cameras for schools support and troubleshooting | | | |
| Google Workspace 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 visit | | On prior agreement | On prior agreement |
| Curriculum software support including RM, coding apps, 2Simple and Inclusive SEN software | | | |
| Independent and knowledgeable procurement support and advice | | | |
Additional ICT SLA Agreements for Schools
In addition to our Gold, Silver and Bronze Service Level Agreements, we offer the following technical assistance:
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 free guidance.
Emergency onsite 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.
Non-SLA technical help
Our ICT Helpdesk offers fast, efficient support for an hourly rate or a pre-determined price.
ICT Agreements – 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 or a simple helpdesk ticket, we will collaborate with you to save money for everything ICT in education.
Primary ICT support
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 is 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 SLA Prices - Find Out More
Enhanced DBS-checked technicians
At Classroom365, we recognise the importance of safeguarding in schools and KCSIE. 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.
Testimonials – What Do Our Clients Say?
“I have worked with Classroom365 now for approximately four years. I first met them as I was navigating a complete new build of one of my schools and moving to a new site. Classroom365 were initially instructed by the Local Authority to work as our ICT consultant to design the complete ICT infrastructure for the new school. The Local Authority has used them on several schools and business sector projects and continues to do so.
During the process, I recognised their deep project management knowledge and efficacy. I decided to make them the schools ICT support partner for maintenance, as who better to maintain the system than those that supported the design from the beginning? They have since endorsed both my schools and the commissioned services we run.
I have found the team I have worked with to be highly professional, skilled, and knowledgeable; they are communicative, confident, and responsive. Quotes, billing and paperwork are all as you would expect. I would consider myself to be a leader with exacting standards; I like a forward-thinking approach to change and asset management, and they work well with me on this to ensure that we don’t always use a ‘quick fix’ style of thinking when systemic administration needs considering for the long term. They work within my budgets, always ensuring that we make considered decisions for both the long and short term.
My staff have effective and positive relationships with Classroom365, developed from the professional, responsive and understanding team approach, which has built trust.”
Holly Broughton, Executive headteacher, Boxgrove and Kidbrooke Park Primary Schools
For More Information, Please Contact Our ICT Helpdesk
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 IT Service Level Agreement.
- If you are interested in our proposal, a virtual meeting or onsite if 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.
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.