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.
Proactive support and advice from knowledgeable staff that fully understand specialist educational requirements- Delivering value for money for all ICT support
- Service Desk portal available 24 hours a day, 352 days a year
- UK-based Service Desk
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 5:00pm * | 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 |
* We may close the DMS 2nd Line Service Desk at 4 pm on Thursdays (excluding census days and other periods of high volume owing to statutory returns) so that the team can keep up to date, with CPD, to provide the best possible service to our customers. The 1st Line Service Desk team are available until 5pm.
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 raised within 10 minutes of receipt.
