The ICT service

Frequently Asked Questions - Online Signup for Services

If you find that your question is not answered here, please get in touch by calling the Customer Service Team on 0300 300 0000 or by email to

Our school did not receive details of how to log in to the Online Signup Form, how can I get our log in details?

The ICT Service has distributed a link and a unique PVN (Personal Verification Number) to each school by email to every head@, finance@ and office@ email address w/c 6 February 2017.
If you cannot locate this email, please contact our Customer Service Team on 0300 300 0000 or by email to and a new email with your school’s login details will be sent to you directly.


How do I log in to the Online Signup Form?

The ICT Service has distributed a link and a unique PVN (Personal Verification Number) to each school by email to every head@, finance@ and office@ email address w/c 6 February 2017. 
Click on this link, ensure your school name is selected, enter the PVN supplied and then press ‘Sign In’. Your details will then be authenticated and you will be able to begin using your online form.
If you encounter any difficulties, please contact our Customer Service Team on 0300 300 0000 or by email to for support.


Our school didn’t receive a copy of the ‘Guide to Services 2017/18’, where can I find it?

The ICT Service distributed our Guide to Services brochure electronically by email w/c 30 January 2017. 
You can download a PDF copy of the Guide to Services brochure at the top of the Online Signup Form. Alternatively you can email and request a copy.


What is the difference between the Core, Enhanced and EnhancedPlus support packages?

The Core support package includes The ICT Service Helpline and both ‘Core’ Entitlement Services and Essential Support. 
The Enhanced support package provides your school with cover for your office / school administration equipment and includes onsite visits where remote resolution methods are not appropriate (charges for parts are not included), this is in addition to the Core support package.  
The Enhanced Plus support package covers your whole school for the majority of ICT related technical incidents and includes the Core and Enhanced support packages as detailed above.  EnhancedPlus is our most comprehensive support and we recommend this package as it can avoid unplanned call out or support charges throughout the year. 
You can read the full package details by using the links below and if you would like any further advice about our support packages you can contact our Customer Service Team on 0300 300 0000 or by email to


Which services did my school take last year (2016/17)?

The Online Signup Form will indicate the services you took last year by pre-populating the tick boxes in each section. Therefore your ‘Grand total’ upon opening the form, will automatically show you the cost of retaining the services you had from The ICT Service last year.
To make a change, you can un-tick or tick another selection in any section of the online form that is not ‘greyed out’.  
If a selection is ‘greyed out’ it means that you cannot change the selection.  If you feel that the greyed out selection does not meet your needs, please get in touch as soon as possible.
If you would like any further advice about our support packages or services for 2017/18 you can contact our Customer Service Team on 0300 300 0000 or email

I need to discuss the best service options for my school, where can I get advice?

If you would like any advice, further information or clarification about our support packages or services for 2017/18 you can contact our Customer Service Team on 0300 300 0000 or by email to
Our Customer Service Team work closely with schools throughout the year to understand the needs of you and your school, to give the best advice according to school size and budget.  Please do get in touch to ask any questions you have.


Is there a deadline to submit our Online Signup Form?

Yes, The ICT Service needs your completed Online Signup Form to be submitted by Thursday 16 March 2017.  You can continue to open, change and save your support choices in the online form until you press the ‘Submit’ button.


I’ve Saved & Closed my Online Signup Form, how do I access the form again to complete it?

Your Online Signup Form will continue to be accessible to you using the link and your PVN (Personal Verification Number) until you press the ‘Submit’ button. You can make changes, save the form and close it as many times as required, before you press submit.
Pressing the ‘Submit’ button.  This will complete the signup process and your school will be invoiced according to your choices.


I’ve pressed the ‘Submit’ button on the Online Signup Form, but I’ve realised I’ve made a mistake and need to change something, can I?

Once submitted the Online Signup Form can only be changed by a member of our Customer Service Team.  
Please call 0300 300 0000 or email  as soon as possible to advise us of the correction needed.  This will then be recorded in our system and charged for accordingly.


Why is The ICT Service using the October 2016 Census figures for the ‘number of pupils on roll’?

Some years ago, the Heads Consultation Group approved a change to using the October census figures as they are the only validated set available at the time the signup form is published.


How many key fobs / tokens are assigned and/or active in our school?

Your Online Signup Form will indicate how many active key fobs / tokens are allocated to your school under the ‘Remote Access’ section.  
The ICT Service does keep a record of which staff have been allocated an active key fob and you can confirm this by contacting our Customer Service Team on 0300 300 0000 or by email to  
Alternatively, ask your own School Admin Tool User (ATU) to check names of staff and number of key fobs assigned to your school. 


My school has signed up for Scheduled Technician Support, when will I get my first support visit?

The scheduling for regular technician support is drawn up prior to 1 April 2017 and the Headteacher will be notified by email with a complete schedule for the 2017/18 period as soon as possible.


Will I get the same technician as last year if I sign up for Scheduled Technician Support this year?

The ICT Service will make every effort to ensure you keep the same technician in the interests of continuity, however, this cannot always be guaranteed.

My school is considering becoming an Academy, can I still have services from The ICT Service?

Yes, The ICT Service can provide Academies with all our services as detailed in our Guide to Services 2017/18. We offer all schools a very competitive service and value for money. We pride ourselves on the expertise of our staff and many years’ experience in the Education ICT sector and helping schools innovate their learning and teaching practices.  However, it’s usual for Academies to opt for a contract that aligns with their financial year (September to August).  We can provide a contract of any appropriate length to allow for this.
If you would like any further advice about signing up for our Academies Services you can contact our Customer Service Team on 0300 300 0000 or by email to

My school has signed up to the MDM and Web Filtering service, but I don’t see the charge amount on the Online Signup Form?

The MDM and Web Filtering service is calculated according to the number of device licences and support required per school per year.  If you use the MDM service our Customer Service Team can be contacted to ascertain what your schools charge will be.  The relevant amount will be charged separately by The ICT Service, and will not show in the final total of the Annual Signup online form.
You can contact our Customer Service Team on 0300 300 0000 or by email to


My school has signed up Starz+, but I don’t understand the charging periods?

Starz+ is a service that is charged on a pro-rata basis because the annual signup period for a subscription is the academic year, but The ICT Service is required to invoice schools annually for the financial year.  For further clarification about the charging periods, please contact our Customer Service Team on 0300 300 0000 or by email to  


I take File Server Support, what is the benefit of taking Cloud Backup?

If you take File Server Support (an ‘active’ insurance policy for your critical business server) and Cloud Backup (automated backup process – removing the need to retain, maintain and invest in a local backup solution) you will receive all the benefits of Cloud Backup plus preferential pricing and we will resolve the issues with your server and restore your data. For a full list of benefits please visit our website [link ]
If you would like any further advice about File Server Support and Cloud Backup please contact our Customer Service Team on 0300 300 0000 or by email to


What is first line support?

First line support is the initial contact and logging of the issue. This includes an initial technical assessment and resolution if possible.


When would I need second/third line support?

If the initial first line assessment indicates that the problem is more complex and cannot be resolved it will require additional investigation from specialist expertise.


Would ‘Core’ cover equipment failure?

If our first line assessment is that equipment is faulty, additional investigation would not be supported. Our second line team would be able to assist but it would be a chargeable service.


My school is considering taking up File Server Support does my server need to be purchased from The ICT Service?

No its does not, however at this time it does need to be a Dell server with a DRAC (Dell Remote Access Card) installed in order for us to provide the full service. If you are not sure your server meets these requirements then please contact our Customer Service Team on 0300 300 0000 or by email to


Do we need a learning platform/what other learning platforms does The ICT Service support?

The ICT Service strongly support school investment in online services for their whole school community to use. The ELearning Team is experienced in a wide range of online learning tools, contact us to discuss your school's needs. 


I want to cancel my Starz+ subscription but we use the integrated website service

You can continue to use the website service.  This will be charged annually as part of your subscription services. You may also be charged the annual domain name costs if we manage this for you (non website addresses). If you want to refresh your website design including any rebranding or re-organisation of content, please contact us to discuss your needs for an accurate quote.


Customer Request/Incident

We invite our customers to use our online form to quickly let us know if you have a request or an incident to report.

Submit details

Your Basket

  • No products selected


Add products to your basket to enquire about multiple services

what people say…

  • Our Technician always goes the extra mile for us. He understands our school needs and limitations. He is considered to be one of our school team.

    Primary School Headteacher

  • We have used The ICT Service now for many years, and have the highest praise for all the departments we deal with (we couldn’t live without our ICT technician or the helpdesk!).

    Weatheralls Primary School

  • The course answered all my questions but went far beyond my expectations. Very good value for money. I also appreciate the handbook.

    Margaret Carpenter, Longsands Academy

  • Lorraine on The ICT Service Helpline was very patient and friendly and seemed genuinely pleased to be helping me.

    Sheena Marsh, Sawtry Infant School

  • I attended a truly fantastic course which has really opened my eyes to how I can use SIMS to support my data analysis.

    Yasmin Trace, Hatton Park Primary School

  • Really clear, easy to follow course with some great ideas.

    Sarah Dodsworth, Wisbech St Mary Primary School

  • The trainers was very happy to answer all questions so that we are able to use the system in the most effective way for our school

    Alison Rowbotham, The Weatheralls Primary School

  • ...really helplful during a very stressful time...

    Secondary School ICT Technician

  • All courses that I have attended are so helpful and are explained in terms that I can understand and I am not afraid to ask questions.

    Sarah Walker, Thorndown Primary School

  • I have been in this job over 10 years and find the team a comfort at times of stress over jobs that have gone wrong. They are a credit to the service.

    Rebecca Mack, Business Manager, The Fields CC

  • Thank you. The e-safety session was one of the best uses of time that I have had for a long while.

    E-Safety Course

  • Everyone I deal with on the Helpline is helpful and patient especially understanding the pressures we're under. It's lovely to know we have an efficient team available when needed.

    Lynn Hilling, The Vine Primary School

  • Always helpful to guide me through the troubled waters of the Post 16 Census! I don't know how I would manage without them.

    Christine Bradshaw, St Ivo School

  • The Helpline are always great when I ring and try to sort the problem there and then at all times if possible. Great service.

    Paula Beeby, Coates Primary School

  • I was given extremely clear and understandable instructions to help me find my way through difficulties.

    Sue Bardell, LLDD Team, CCC

  • I always find the technical team extremely helpful and knowledgeable and very patient with whatever question you ask!

    Emily Lewney, Bar Hill Community Primary School

  • Very helpful, I like the way that The ICT Service can come on to the system remotely it saves so much time!

    Chris Cater, Cottenham Primary School

  • I don't know what I would do without The ICT helpline. I have always found them to be friendly and supportive whenever I have called

    Primary School Secretary

  • Emma always explains what you need to do very clearly and is extremely helpful - Thank you

    Sue Scott, Alderman Payne Primary School

  • I found the whole session incredibly useful. You gave us lots of useful resources to take back to school and even more to think about.

    E-Safety Course

  • I just wanted to let you know how happy we have been with a recent server installation at school. Great service and so prompt.

    Head, Abbots Ripton C of E Primary School

latest tweet

  • Scheduled downtime is complete, all services are back online. For support, contact The ICT Service Helpline on 0300 300 0000 #ICTDowntime

    1 week

Tel:0300 300 0000