ICT Services for Schools Service Level Agreements

The ICT & Digital Service desk is your first point of contact with us if you have an issue, fault or general query about IT services.

All incidents and requests reported to the service desk are automatically logged into the central ICT Support call logging system which allows progress monitoring and subsequent analysis. Customers will be provided with an individual call reference number for each incident logged. This allows customers and ICT Staff to locate and track all activities related to an incident.

Each incident or service request will be logged to a separate ticket.

ICT and Digital will not start working on an issue until an appropriate ticket record has been created.

We request that you do not contact individual ICT Staff directly without a reference number being generated by our service desk.

Service Desk personnel may wish to resolve incidents using Remote Support software, allowing ICT staff to take “remote control” of PCs. This may assist the speed with which problems are resolved.

Should it not be possible to resolve the problem immediately, then the priority will be agreed with the caller and the incident passed to the appropriate specialist or third-party support provider.

With the exception of the Christmas holidays, we are open during school holidays.

Closure days

From time to time we have to close the service.

• The service will not be available on English Public Holidays.
• The service is not available on weekends or outside of the opening times provided in section 4.2.
• The service will not be available between 25 December and 1 January (inclusive).

Out of hours service

We don't provide cover out of hours service. However, high-profile city-wide incidents (e.g. Internet access down) can be reported to our out of hours support service by calling our service desk on the usual number.

For any other requests, which ICT & Digital do not consider to be high priority, the customer will be asked to call back when the service reopens. Alternatively, these requests can be made via email and will be completed when the service reopens.

Compliments

ICT & Digital welcome compliments and complaints on our services. If you have received particularly excellent service and would like to comment please do so by emailing one of our Operational Delivery Managers at odm@coventry.gov.uk

Escalation procedure

If something has gone wrong, please let us know using the following procedure:
Telephone the service desk on 024 7678 6620 with your reference number ask to be connected to the team leader who is responsible for your issue.

If the team leader has been unable to solve your problem, they should direct you to an Operational Delivery Manager (ODM) – an ODM can be contacted by emailing odm@coventry.gov.uk or by telephone to the Service Desk on 024 7678 6620.

If the team lead and ODM have been unable to address your concerns please contact Paul Ward the head of ICT and Digital by email to paul.ward@coventry.gov.uk or by telephone through the ICT Service Desk on 024 7678 6620.

Complaints

Should you wish to make a formal complaint about our service, please do this in writing to paul.ward@coventry.gov.uk or by letter to Paul Ward, Head of ICT and Digital, ICT & Digital, Coventry City Council, PO BOX 15, Council House, Coventry, CV1 5RR.

We aim to acknowledge your complaint within 3 working days and aim to send a final response within 10 working days. If we are unable to meet these standards, we will write to you to let you know when we will respond.