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 customer.service@theictservice.org.uk


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 customer.service@theictservice.org.uk 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 customer.service@theictservice.org.uk 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 customer.service@theictservice.org.uk 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 customer.service@theictservice.org.uk
 


 

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 customer.service@theictservice.org.uk
 
 
 

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 customer.service@theictservice.org.uk
 
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 customer.service@theictservice.org.uk  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 customer.service@theictservice.org.uk  
 
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 customer.service@theictservice.org.uk
 
 
 

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 customer.service@theictservice.org.uk
 

 

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 customer.service@theictservice.org.uk  
 

 

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 http://www.theictservice.org.uk/service/cloud-backup-service/technical ]
 
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 customer.service@theictservice.org.uk
 

 

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 customer.service@theictservice.org.uk
 

 

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 Cambs.sch.uk 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.
 

 

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