SERVICES INCLUDED IN YOUR
ICT SERVICE LEVEL AGREEMENT

Helpdesk

To provide a first response service for ICT users:

Support for Personal Computers

Provide remote and onsite support for personal computers and associated fault resolutions and problem solving.

Arrange warranty repairs or provide fix for equipment where no warranty exists.

Carry out upgrades to existing equipment and installations – the full spectrum of ICT projects is covered.

Electronic Mail and Calendar Accounts

Maintain an electronic mail and shared calendaring system. Ensure the integrity of same.

Desktop Antivirus Support

Provide and maintain desktop antivirus. Monitor all files held on desktop personal computers. Each PC and Laptop has virus control installed which is updated automatically via the network. Periodic checking of the network and connected devices will be undertaken by TotallyICT and anti-virus measures applied as necessary. Customers who suspect that they may have a virus should place an immediate call to the Helpdesk.

Server Support

Maintain application, file/print, messaging and database servers and switches. Ensure that the servers are available throughout the working day. This service includes both hardware and software maintenance, including patches to operating systems software.

Technical Security Services

Provide and maintain server-side anti-virus software and monitor all files held on maintained network servers. Includes anti-virus utilities to monitor all incoming and outgoing electronic mail and associated attachments. Downloads from the Internet are monitored. Emergency disinfection service also provided. Configure and maintain the school firewall thus ensuring the integrity of the school network.

Technical Support

Provide technical support for school computers and servers. This service deals with the integrity of the operating software, currency and concurrency issues and controls the configuration management of systems.

Technical Consultancy

Conduct network analysis and design and provide product advice including the production of outline technical proposals where requested.

Data Back-up (Optional)

Provide and maintain data backup facilities for the data held on school servers such that lost, erroneously deleted or damaged data can be restored to its original state.

Business Continuity

Provide business continuity school computers and servers. This service encompasses the repair of hardware, re-installation of Network Operating System, restoration of all application and data files up to the last full backup.

Printer Support

Warranty cover - It is normal practise when purchasing printers to also purchase the supplier’s extended support packs covering 3 year on-site warranty. If under warranty then repairs will be arranged with the supplier.

Non-Warranty Cover - Out of warranty repairs will be charged based on the cost of components. However, it is normal practice to call in the supplier’s repair staff, and their charges for labour and components will be passed on to the customer requesting printer problem resolution.

The school is responsible for replacing toner cartridges and drum units as necessary although every assistance will be provided.

Peripheral Devices

Support for scanners operates in the same way as support for printers.

Due to the increasing diversity of other peripheral equipment it is not feasible for Totally ICT to guarantee fixes for some devices. However, TotallyICT will apply best endeavours to effect repairs, charged at hourly labour rates; or assist the customer to obtain quotes for outside repair or replacement.

Asset Register (Optional)

Install appropriate discovery software to monitor and control school ICT assets.

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