ICT Services for Schools Service Level Agreements - Print version

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Welcome to ICT & Digital for Schools

Thank you for your interest in our services. ICT & Digital have been providing ICT Services to schools across Coventry for more than 20 years, we know that having reliable and effective ICT services is essential to the running of a modern school.

Through our service portfolio, we provide support, training, guidance, break-fix, and consultancy to cover your ICT needs. We have a variety of different services available to suit your needs and school type.

If you have been a customer for a while, you may have spotted that this year we have redesigned our Service Level Agreement documents. This change has been made to make them easier to read and our service offer has improved in several areas too.

On this page you can find out detailed information about our services, how they work, what is included and how to purchase them.

If you have any queries, please do not hesitate to contact us.

Service Level Agreements

For the SLA Year 2022/23 we have changed our packages to give you more choice over what you order.

  • MIS Advice, Guidance, Training and Support
  • Pay360 Support
  • Safeguarding Software (Impero Education Pro (Ed Protect))
  • Technical Support – Admin Networks
  • Onsite Curriculum Support Technician
  • Internet Services

More information

For more information, please read the service catalogue document for each service and the main ICT & Digital SLA document [https://www.coventry.gov.uk/downloads/file/36007/ict-and-digital-general-sla-document-2021-22] or call us on 024 7678 6620 [tel:+44247678660] or email ictschoolreply@coventry.gov.uk [mailto:ictschoolreply@coventry.gov.uk]

Pricing and how to purchase

Obtain a price and make an order [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

MIS Advice, Guidance, Training and Support

Schools are run on data, and your management information systems are some of the most important parts of your school’s day to day requirements. We provide high quality support for the SIMS .net and FMS systems that you rely upon every day.

We provide the following SLA Services to support MIS in your school

SIMS .net / SIMS 7 Support Service

Our SIMS Support is provided by a group of highly experienced customer focused SIMS professionals based within our Systems Team, all of whom have substantial knowledge of supporting Schools with their management information systems. This means that we can fully appreciate the pressures school users face, and the essential requirement for you to receive a prompt and efficient response to your SIMS-related issues and enquiries.

As part of Coventry City Council local authority and through a longstanding working relationship with ESS SIMS staff, means we are well placed to understand the demands upon schools, not only from a software perspective but also from wider education policy affecting schools and academies.

Through our partnership with Education Software Solutions Ltd (ESS) we regularly attend regional and national meetings and update seminars, we keep abreast of their software developments, updates, and plans.

We are part of the SIMS Midland User Group, where we have established relationships with other SIMS support providers meaning that we are able to utilise our collective power and expertise to learn about best practice across the education sector and to feedback to software vendors and other bodies regarding common queries and issues along with enhancements that schools would like incorporated into future software releases.

This service provides full support of the SIMS .net (also known as SIMS 7) product suite, including advice, guidance, and technical support and its integrations into other third-party applications.

We provide, support, advice, and guidance for the following SIMS .net modules.

  • Admissions including ATF (Admissions Transfer Files)
  • Assessment Manager
  • Attendance / Lesson Monitor
  • B2B Connection to the City Council
  • Conduct (Achievement and Behaviour Management)
  • Course Manager
  • Cover
  • CTF (Common Transfer Files)
  • Dinner Money
  • Discover
  • Exams Organiser
  • Interventions
  • Nova T6 Timetabling
  • Options Online / SIMS .net Options
  • Performance Analysis
  • Personnel including Pay Related Updates
  • Personnel Links
  • Profiles
  • Pupil / Student Details (also known as SIMS Core)
  • Reporting
  • SEN
  • SIMS Housekeeping Routines
  • SIMS ID
  • SIMS in the classroom
  • SIMS InTouch
  • SIMS Online Services
  • SIMS Parent App
  • SIMS Parent App Lite
  • SIMS Student App
  • SIMS Services Manager
  • SIMS TeacherApp
  • SOLUS 3 (SIMS Upgrades)
  • Staff Performance module
  • Statutory Returns
  • System Manager (including permissions)

Support for Statutory Processes and Crucial School Processes

We provide, support, advice, and guidance for the following Support for the following:

  • School Admissions
  • School Census
  • School Workforce Census
  • End of Academic Year / Start of Academic Year
  • End of Key Stage
  • Exam Seasons (management, entries, and results analysis)
  • Catholic Schools Census *

*The Catholic School Census is supported by the Catholic Education Service, and they will provide guidance and advice, however, we will provide support in relation to SIMS, as necessary.

Other Services provided

  • Data services - Personnel update files for Pay Awards, Superannuation and NI (Only if Coventry City Council Service Terms/Salary Scales are used)
  • SIMS Technical Support Services
  • Liaison with third party providers
  • Integrations into other products
  • Free meetings with school leaders to ensure you are getting the most out of your SIMS system.

FMS Support Service

Our SIMS FMS Support is provided by a group of highly experienced customer focused SIMS professionals based within our Systems Team, all of whom have substantial knowledge of supporting Schools with their financial management information systems. This means that we can fully appreciate the pressures school users face, and the essential requirement for you to receive a prompt and efficient response to your SIMS FMS-related issues and enquiries.

As part of Coventry City Council local authority and through a longstanding working relationship with the Local Authority finance team and Education Software Solutions Ltd (ESS) SIMS staff, means we are well placed to understand the demands upon schools, not only from a software perspective but also from wider education finance policy affecting schools and academies.

Through our partnership with ESS we regularly attend regional and national meetings and update seminars, we keep abreast of their software developments, updates, and plans.

We are part of the SIMS Midland User Group, where we have established relationships with other SIMS support providers meaning that we are able to utilise our collective power and expertise to learn about best practice across the education sector and to feedback to software vendors and other bodies regarding common queries and issues along with enhancements that schools would like incorporated into future software releases.

We understand that having a robust and fully supported financial management system is key to the operation of a modern school. This service provides full support of the SIMS FMS product suite, including advice, guidance, and technical support.

We provide, support, advice and guidance for the following modules and areas of FMS:

  • Accounts Payable
  • Accounts Receivable
  • BACS Processing
  • Budget Management
  • Budget Planning
  • Cheque Processing
  • Equipment Register
  • Finance Reporting Suite
  • Finance Reports
  • General Ledger
  • Non-Invoiced Income
  • Personnel Links

Support for Statutory and Crucial School Processes

We provide, support, advice, and guidance for the following areas of FMS:

  • End of Year for Academy Schools
  • Better Financial Reporting Return to ESFA (Academy Schools)
  • End of Year for Maintained Schools
  • Consistent Financial Reporting (Maintained Schools)

Other Services provided

  • Data services - Salary Download information (where provided by Coventry City Council’s payroll service).
  • FMS Technical Support Services
  • Liaison with third party providers
  • Integrations into other products
  • Free meetings with school leaders to ensure you are getting the most out of your FMS system.

SIMS and FMS Annual Maintenance Service (maintained schools)

SIMS in Local Authority maintained schools is licensed to Coventry City Council rather than individual schools. To use any part of the SIMS product suite Education Software Services (ESS), the software vendor require that all schools pay an ‘Annual Entitlement’ charge. This charge is based upon the number of pupils in school and covers your use of the SIMS system, but not support.

Annual Entitlement pays for the development of SIMS (i.e. new features, patches, and bug fixes). It is paid directly to ESS by Coventry City Council. This charge means that you can use SIMS legally and ensures that your school is entitled to upgrades and software patches provided by ESS.

Coventry City Council negotiates with the software vendor on behalf of maintained schools to get the best deal.

Please note: Due to changes being imposed by ESS, this service will no longer be available after 1st April 2023, after that time, maintained schools will need to licence directly with Education Software Services.

The following licences are currently held by Coventry City Council which can be used in LA maintained schools:

  • SIMS Core and Curriculum:
    • Admissions
    • Assessment Manager
    • Attendance
    • Behaviour Management,
    • Communications Log
    • GDPR Management
    • Interventions
    • Profiles (for Pupil/Student reports to parents)
    • Programme of study tracking
    • Progress
    • Pupil /Student Details
    • Pupil Teacher View
    • Reporting
    • SEN
    • Staff Data
    • Statutory Returns
       
  • SIMS Resources including FMS
     
  • SIMS Discover

Note:  Some schools purchase additional licences for modules such as Dinner Money and Lesson Monitor through the Local Authority’s agreement. Please contact us if you want to add any additional licences.

Training and Events Service

To help everyone in school get the most of out of your investment in IT, we have a comprehensive training and events offer, which is delivered over many different channels. For our subscribers much of our training offer is included without additional charge.

What we offer

  • Bespoke Training
  • Classroom Based Training
  • Drop in Sessions
  • ICT Conference
  • ICT Forums
  • Online Learning Platform Training
  • Onsite Training
  • Remote Training
  • Webinars
  • Workshops

See our full list of events and booking instructions at https://bookwhen.com/coventryict [https://bookwhen.com/coventryict]

Each school with an active SLA is entitled to 30 hours of inclusive training each year, this can be used on any event above. Some events are free to attend and don’t count towards inclusive hours.

How to access our training and events service.

For all of our bookable events please visit https://bookwhen.com/coventryict [https://bookwhen.com/coventryict] or for bespoke training or other enquiries, please call 024 7678 6620 [tel:+442476786620] or email ictschoolsreply@coventry.gov.uk [mailto:ictschoolsreply@coventry.gov.uk]

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document [https://www.coventry.gov.uk/downloads/file/36007/ict-and-digital-general-sla-document-2021-22].

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

Safeguarding Software (Impero EdProtect)

The Internet opens endless opportunities for learning, connecting, and socialising. But there is no denying that online safeguarding threats are a growing concern for many school leaders, and it’s imperative that students are protected from harm in the online world as they are in the physical world. When students are protected from harm, they can get the most out of the rich online learning content that is available.

Impero Education Pro gives schools the tools they need to identify students at risk, prevent exposure to inappropriate content, enforce acceptable use policies and keep students safe. The solution is cross platform and works on Microsoft Windows, Apple Mac OS, Android and Apple iOS (for iPads etc).

Key benefits

  • Online safety functionality including
  • Keyword detection libraries with definitions
  • Real-time monitoring of devices with screenshots / video alerts
  • Comprehensive logging and reporting
  • Confide anonymous report tool for student concerns
  • Whole school approach to online safety
  • Detect and deal with online safety risks in real time.
  • Customise the system to suit your needs
  • Identify trends
  • Provide a mechanism for reporting concerns

Impero Education Pro is digital monitoring tool which encourages students to act responsibly online, while alerting you to potential risks. The product uses a comprehensive key word detection library which is regularly updated with the latest slag terms, covering topics such as:

  • Adulting Content
  • Anti-bullying and Trolling
  • Counter-radicalisation, extremism, terrorism
  • Drugs
  • Eating Disorders
  • Grooming
  • Illegal Content
  • LGBT derogatory language
  • Racist language
  • Self-Harm
  • Sexting
  • Suicide
  • Weapons and Violence

You are also able to create your own keyword list which you can tailor to your individual needs.

When a keyword is detected, Impero Education Pro will take a screenshot or video of the user’s device, so that you can see what was taking place when the event was triggered. This detail along with the date and time and the student details, is logged.

Relevant staff are then notified through email, real time popups or a regularly scheduled summary report. Staff can view the student’s previous captures and internet history, along with definitions of any captured keywords, allowing relevant safeguarding activities to take place. Finally, you can record the safeguarding action taken for future reference.

The system can also be further configured to tailor the system to your individual needs such as setting different policies for different groups of students – setting higher detection standards.

You can also find further details on Impero's website [https://www.imperosoftware.com/uk/].

Service Description

The following is a description of the services provided as part of this service element.

  • Licensing for the Impero Education Pro device on school owned student devices.

Service Availability

This service is available to all state funded schools within Coventry.

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document [https://www.coventry.gov.uk/downloads/file/37585/ict-and-digital-general-sla-document-v1-2].

Pricing and how to purchase

Technical Support – Admin Networks

Any modern school needs technology that works when you need it to, that’s why we are proud to provide our technical support services for School Administration Networks. As part of our technical support services, we provide the following packages of services.

Admin Server and Domain Support

Your admin server is the workhorse of your school’s administration network, it hosts your files stored in your pool drives, the databases for your management information systems (SIMS and FMS) and controls access to computers on your administration network. This is a vital component in the ICT provision within school.

This service provides support for the following:

  • Hardware Failures
  • Uninterruptable power supply hardware
  • Operating System and Operating System Updates
  • Infrastructure services s Infrastructure Services such as DHCP, Active Directory Trusts, DNS, Trusts and group policy
  • Installation of third-party software
  • Data backup
  • User account administration
  • Disaster recovery service
  • Included support for 1 workstation in primary schools and 2 in secondary schools.

Admin Workstation Support

Workstations, such as laptops or desktop computers are a key part of the ICT Infrastructure within each school, this service provides a reactive support service for each supported device.

This service provides support for the following:

  • Hardware failures
  • Installation of new equipment
  • Operating Systems
  • Operating System Patches
  • Application Software
  • Health Check
  • Cheque Printers
  • Anti-Virus management

Anti-Virus Licences

An Anti-Virus product is a programme which is designed to detect and remove malicious software including viruses from your computer. Malicious software, also known as malware, is computer software which can harm your computer systems and the software that you have installed on them.  Unfortunately, malicious software can find its way into your computer via various means such as, email attachment, downloading across the internet, visiting a malicious website, or by inserting infected media such as a USB stick, mobile phone, or CD/DVD.

Cyber threats are a reality for schools and having a defence mechanism in place to protect against those threats is key to protecting the ICT Infrastructure of a modern school. The security of your computer systems should be a multilayer approach such as by having an appropriate firewall installed, web filtering and regular software updates, Anti-Virus helps to secure your device should malicious software find its way in.

This service provides:

  • McAfee Anti-Virus licences for all computers in a subscribing school,
  • Relevant virus definition dates
  • Software upgrades

Safe data Offsite Backup

Your data is valuable. Schools have invested heavily into ICT and with that comes an increasing reliance upon electronic data, not to mention the time invested in creating student records, assessment information, financial data, lessons and lesson plans and student’s work.

There are many risks to your data, these range from fire and flood, accidental damage, malicious damage by an employee, student, visitor or an unknown perpetrator, ransomware, theft of hardware and many others.

The loss of this data even for a short period of time can be substantial and, in some cases, may come at a large cost, including financial, reputation and not to mention in the time required to recreate lost data. Some consequences of data loss are shown below:

  • Reputational
  • Regulatory
  • Direct Costs
  • Time

To protect schools, Coventry City Council’s ICT & Digital Service has partnered with Safe Data Storage to provide a cloud-based backup service, which can back up all your school’s data, including data held on servers such as Word documents, Excel, photos, your applications such as SIMS & FMS and data held in cloud applications such as Office365.

The following is a description of the services provided as part of this service element.

  • Remote back up of data selected by the school.
  • Support for configuration of the Safe Data Storage product.
     
  • Data restores, as necessary.
     
  • Advice and guidance on backup strategy for your individual needs.

Service Delivery

We provide these services via: -

  • Telephone and remote support
  • On site visits where necessary
  • Documentation on our website
  • Face to Face Training, Webinars, Online Courses, and Events

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document [https://www.coventry.gov.uk/downloads/file/36007/ict-and-digital-general-sla-document-2021-22].

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

Pay360 Support Service

Our Pay 360 Education Payments Support is provided by a group of highly experienced customer focused SIMS professionals based within our Systems Team, all of whom have substantial knowledge of supporting Schools with their management information systems. This means that we can fully appreciate the pressures school users face, and the essential requirement for you to receive a prompt and efficient response to your Pay 360 Education Payments related issues and enquiries.

As part of Coventry City Council local authority and through a longstanding working relationship with
Capita staff, means we are well placed to understand the demands upon schools, not only from
a software perspective but also from wider education policy affecting schools and academies.

Through our partnership with Capita, we regularly attend regional and national meetings and update
seminars, we keep abreast of their software developments, updates, and plans.

This service provides full support of Pay360 Education Payments product suite, including
advice, guidance, and technical support and its integrations into other third-party applications.

Customers who take this service are also able to attend Pay360 training sessions arranged by ICT & Digital.

Service Description

The following is a description of the services provided as part of this service element.

  • Support, Advice, and guidance for all elements of the Pay360 product
  • Technical support for integrations into third party products
  • Training courses arranged by ICT & Digital
  • Liaison with third party software provider

We provide this service via: -

  • Telephone and remote support
  • On site visits where necessary
  • Documentation on our website
  • Face to Face Training, Webinars, Online Courses, and Events

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document.

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

Onsite Curriculum Support Technician

Our curriculum network support service is provided by a team of highly skilled technicians and server management specialists. Working across the City Council’s End User Device and Infrastructure Operations teams, our staff have the knowledge required to provide a high-quality service to schools using modern infrastructure.

The service is aimed at schools who have a requirement for a dedicated technician, who will work with you and your staff directly to support and improve the use of technology within your school. The service is flexible allowing you to select a length of time and cover that suites your school’s individual needs. Our technicians are backed up by a team of specialists who provide remote over the phone support when your technician is not on site, ensuring continuity of service.

As part of this service, ICT & Digital will

  • Give advice to ICT co-ordinators, Head teachers and school leaders on how to develop their curriculum ICT systems most effectively.
  • Demonstrate to school staff the use of equipment, software, and communications during their regular visit.
  • Assist the school on ICT curriculum related matters and planning future projects and ICT purchases where applicable.
  • Liaise on your behalf with 3rd party support agencies, where appropriate i.e., Stone Computers, Capita etc.
  • Endeavour to assist in problem solving of unfamiliar software.
  • Perform regular maintenance of supported equipment, desktops, laptops, printers, projectors etc.

This service is specifically designed for schools who have separated Admin and Curriculum IT Networks.

Service Description

The Curriculum Support Service provides the following key features to support your school’s use of technology within your classrooms:

  • Dedicated ICT Support Technician Onsite in School
  • General ICT Tasks, Advice and Guidance
  • Support for Curriculum Server
  • Support for Curriculum Devices
  • Support for Printers
  • Support for Audio Visual Kit such as interactive whiteboards, display screens and projectors

The following is a description of the services provided as part of this service element.

Service Availability and Duration

The Dedicated ICT Technician Service is provided to schools during School Term Time only, up to 39 weeks per year. The service is offered in the following varieties:

  • Scheduled half day (3 hours) on site/remote support pre-scheduled day for 18 weeks (fortnightly).
  • Scheduled half day (3 hours) on site/remote support pre-scheduled day for 39 weeks (weekly).
  • Scheduled full day (6 hours) on site/remote support pre-schedule day for 18 weeks (fortnightly).
  • Scheduled full day (6 hours) on site/ remote support pre-scheduled for 18 weeks (fortnightly).
  • Scheduled full day (6 hours) on site/remote support pre-scheduled day for 39 weeks (weekly).

Other elements of support, such as access to the service desk are available during the standard ICT & Digital opening hours.

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document.

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

Internet Services

Late 2000s Coventry City Council invested heavily in the digital infrastructure of the city. This included the installation of a full fibre optic network connecting Schools, Libraries, Social Care buildings and other Council buildings into the Coventry Metropolitan Area Network. This network now forms part of the City Fibre network in the city.

As an Internet Service Provider, ICT & Digital provide high speed and reliable internet access to all connected sites across the city.  We do this by maintaining a contract with Janet to provide internet access and further access to other services. JANET [https://www.jisc.ac.uk/janet] is a high-speed network for education and research and serves around 18 million users and is the busiest National Research and Education in Europe.

Our ISP Service provides more than just Internet Access. Other benefits include:

  • Access services provided directly by Coventry City Council making centralised services more reliable.
  • Joined networks between different sites are possible as customers are connected to the same network.
  • We hold our own IP address space with RIPE rather than obtaining this through JANET [https://www.jisc.ac.uk/janet], this means that changes to your public IP addresses are rare.

In addition, we also provide the service with or without Internet filtering, allowing you to be covered by our protections or to supply your own.

Service description

Fibre Optic Connection

  • Maximum 1Gbit Connection to the Coventry MAN (Metropolitan Area Network)
  • Maintenance of the fibre connection to the schools including the council managed firewall edge devices.

Internet Service

  • Connection to the public internet
  • Connection to the Janet academic network (Coventry holds 2x10Gbit diverse circuits – these are shared across Coventry users)

Internet Filtering

  • Smoothwall filtering contract for the support of the central clusters of web filtering appliances.
  • ICT Support for the web filtering profiles maintained on these central appliances.
  • Schools must keep ICT & Digital informed of changes to staff who can approve or request filtering changes.

The following categories are blocked by default

  • Pornography
  • Explicit
  • Hacking
  • Malware

Individual customers can also block individual sites as necessary.

Public IP Addressing

We can provide public IP address space. Coventry City Council holds it’s own block of IP addresses, which are assigned directly to Coventry City Council, rather than any Internet Service Provider we may use. This means that if we choose to move internet service providers in the future you won’t have to change IP addresses.

Monitoring

  • Network performance and alerts using Orion Solarwinds
  • Copyright violations and malware notifications – where detected.

Disaster Recovery

We know how important your Internet connection is, and that’s why we have provision in place should you experience a loss of service.
In the event of a complete loss of service where the fibre cable supplying internet access to your site has been damaged by a third-party ICT & Digital will supply (at no cost to you) a backup unfiltered internet connection via a 4G mobile router to supply a temporary internet connection to up to a limited number of devices for the duration of the outage.

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document [https://www.coventry.gov.uk/downloads/file/36007/ict-and-digital-general-sla-document-2021-22].

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price [https://www.coventry.gov.uk/services-schools] from the Services to Schools website.

Our contact details

There are many ways to contact ICT & Digital depending on what you would like to do:

Type of query

Contact details

Incident

Service request

Course booking

General enquiry

SLA queries

Complaints and compliments

See below

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.

Opening times

Day

Opening times

Monday - Thursday

8am - 5pm

Friday

8am - 4.30pm

 

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 [mailto: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 [tel:+442476786620] 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 [mailto:odm@coventry.gov.uk] or by telephone to the Service Desk on 024 7678 6620 [tel:+442476786620].

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 [mailto:paul.ward@coventry.gov.uk] or by telephone through the ICT Service Desk on 024 7678 6620 [tel:+442476786620].

Complaints

Should you wish to make a formal complaint about our service, please do this in writing to paul.ward@coventry.gov.uk [mailto: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.

SLA Documents

Our SLA documents detail the services we provide, and what you can expect from us.

How to read the SLA Documents

We have produced an overarching SLA Document that covers the service standards and events such as what happens when you contact us, our responsibilities, your responsibilities, data protection, duration of the service etc.

For each individual service, there is a shorter Service Catalogue which provides detailed information about the services we offer and how those services work, they include details of the included elements, and anything which is specifically excluded or chargeable above the SLA agreement.

The overarching SLA document should be read together with the service catalogues for the individual services. Customers purchasing multiple services should read all the service catalogues for each individual service they purchase.

If you have any questions, please do not hesitate to contact us [https://www.coventry.gov.uk/info/186/ict/3901/ict_services_for_schools_service_level_agreements/8].

Service Level Agreement Documents for the SLA Year 1 April 2022 - 31 March 2023

Individual Service Catalogues

 

Service Level Agreement Documents for the SLA Year 1 April 2023 - 31 March 2024

Individual Service Catalogues

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