The Helpdesk provides access to staff to resolve minor issues with ICT and, where appropriate, provides escalation to an engineer to make a site visit. Remote support can also be provided to troubleshoot configuration problems. This service covers ICT in schools, Broadband and network issues, server issues, non ICT equipment and if required will log a call for our commercial office to discuss your future needs.

Helpdesk and Repairs

The site visits and repairs will be charged at cost and an appropriate authorisation from the school will be required prior to the work being conducted.

The breakdown of this service is as follows:

• Helpdesk service support is £200 per annum

In addition to this charge and payable on an ad-hoc basis we will provide:

• Site callout charge is £100 including the first hour of labour and must be authorised by e-mail or fax from the budget manager at the time of making the call. The labour charge is £85 per hour thereafter.
• All spare parts will be chargeable and authorised at the time of completing the work.
• Any items that require removal from the site will need to be agreed and a formal quote for the repair will be provided within 3 working days (this timescale applies where no third party supplier is involved). No repairs will be conducted until an appropriate authorisation has been received from the school.

Schools should note that a minimum callout charge of £100 is payable. This can be emailed or faxed prior to the engineer attending site.

Please note the Beyond Economical Repair (BER) item in the Terms and Conditions applies to this service.