Proactive support and advice from knowledgeable staff that fully understand specialist educational requirements across a range of solutions, including Apple iOS, Google for Education, Managed Wireless and cloud backup.

    As an educational support provider, we recognise that your time and resources are extremely valuable and it’s important that we offer you both efficiency and value for ICT support.  We constantly evaluate our performance and aim to continuously improve our service delivery.

    Opening hours

      Data Management Services Technical Services Connectivity Services
    Monday 8:15am to 5:00pm 8:15am to 5:00pm 8:15am to 5:00pm
    Tuesday 8:15am to 5:00pm 8:15am to 5:00pm 8:15am to 5:00pm
    Wednesday 8:15am to 5:00pm 8:15am to 5:00pm 8:15am to 5:00pm
    Thursday 8:15am to 3:00pm 9:30am to 5:00pm 8:15am to 5:00pm
    Friday 8:15am to 4:00pm 8:15am to 4:00pm 8:15am to 4:00pm

    Service level agreement

    We aim to resolve incidents according to their priority, with the most urgent calls being addressed first.

    We aim to deliver our service to the following matrix:

    HfL ICT team SLA

    Incident (unplanned/Interruption to Service or Business Function) Service Requests (Planned/New Service or amendement to exisiting)
    P1 Service not available (All users/functions unavailable) SR1 Simple request
    P2 Significant impact on service (Large number of users or business critical functions affected) SR2 Normal Request
    P3 Limited impact on service (Limited number of users or functions affected. Business can continue) SR3 Complex request
    P4 Small service impact. (Business can continue. One user affected) Quotations 5 working days after initial conversation/response to SR
        Package Creation 15 working days to complete following initial conversation/response to SR

    Response time

      1st Response* 2nd Response* if escalated to 2nd line team (Working minutes)   1st Response* 2nd Response* if escalated to 2nd line team (Working minutes)
    P1 Call answered by an agent within 60 seconds 20/20 SR1 Call answered by an agent within 60 seconds 60/60
    P2 Call answered by an agent within 60 seconds 60/60 SR2 Call answered by an agent within 60 seconds 90/60
    P3 Call answered by an agent within 60 seconds 90/120 SR3 Call answered by an agent within 60 seconds 180/60
    P4 Call answered by an agent within 60 seconds 180/240      
    KEY – ICT Services / HICS

    *During busy periods, a call queuing system is utilised, but callers have the option to drop to voicemail.  Voicemails and emails are continuously monitored during opening hours and a ticket will be raise within 10 minutes of receipt.

    Contact details

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