Incidents
We endeavour to resolve these within the following timescales:
- Urgent – Resolution within 4 ICT hours
- High – Resolution within 6 ICT hours
- Medium – Resolution within 27 ICT hours
- Low – Resolution within 45 ICT hours
Incident examples
- You have forgotten your password
- Backups have failed
- You get an error message when using Sims or FMS
To raise an incident request
Email schoolsict@coventry.gov.uk [mailto:schoolsict@coventry.gov.uk]
Service requests
Service request examples
- You want a new machine being installed
- You want new users created in SIMS/FMS
- You want software to be installed on workstations
- You want a new server installed
- Setup a trust between the admin and curriculum networks
- Install Cloud backup solution
- Install a new printer
To raise a service request
- Email schoolsict@coventry.gov.uk [mailto:schoolsict@coventry.gov.uk]
Download a printable 'contacting User Support' poster [https://www.coventry.gov.uk/downloads/download/3642/service-desk]