File Server Support


Proactive health monitoring of your servers

An ‘active’ insurance policy for your critical business server

The challenge


With the increasing reliance on ICT in schools, it is critical that your local school file server remains operational at all times. If your server becomes unavailable your PCs and laptops cannot access the network or Internet and it may also affect access to Central Hosting. If you run SIMS, management information systems or curriculum software on your server, these would also be unavailable. The administration of user accounts also needs to be considered, to ensure new and old users are appropriately maintained.

 

The solution


File Server Support is an ‘active’ insurance policy for your critical business server(s). The ICT Service uses sophisticated monitoring systems to ensure we can manage your server day and night.

Backup results are checked and logged daily. In the event that you require a document to be restored, we are able to restore lost or corrupted data for the previous three months (subject to a suitable backup being available). It is also possible to perform a full system restore in the event of a disaster such as a fire or flood.

We install and run software that monitors all the server hardware for thousands of potential alert and error conditions. This software reports the server status back to a central monitoring system 24/7, and alerts are received by us within minutes. By monitoring your server at this level we will, in most cases, be able to rectify problems before they start impacting your work. In addition to monitoring your server we will also undertake user administration for your pupil, staff and admin accounts. To ensure your server is operating effectively we ensure it is configured to receive the latest updates from Microsoft on a regular basis.

 

Frequently asked questions about File Server Support


What if our server fails?
In the unlikely event of a complete server failure (and subject to availability), we will provide you with a hot swap replacement server for up to a month.

Are my backups checked?
Yes, your backup results are checked and logged daily.

Can files be restored from backup?
Providing you have a valid backup it is possible to restore documents for up to three months previous.

How do we know if we have a problem?
If our monitoring system detects an issue our team will be notified. If the school is affected we will contact you directly and advise further. In most cases issues are resolved before you are even aware there is a problem.

What if I have a new user or require a password reset?
We will undertake user administration for you including creating new user accounts, unlocking or resetting user accounts and passwords.

 

How our service works


We will monitor and manage the following areas of your server:

 .
Backups
Backup results are checked and logged daily. We aim to restore lost or corrupted data, typically to the previous day, and going back for three months (subject to a suitable backup being available).

We can also perform a full server System Restore in the event of a disaster scenario, such as a fire or flood.

Our staff are backup experts, being familiar with failure types and how to resolve them.

A school staff member will be required to change backup cartridges on a daily basis. The ICT Service can provide a different solution – see Cloud Backup Service for details.

 .
 .
Active Hardware Monitoring
We install and run software which monitors all the server hardware for thousands of potential alert and error conditions. This software reports the server status back to a central monitoring system, 24/7. Alerts are received by us within minutes. Whilst we do monitor for complete system failures, the beauty of this system is that we monitor individual components such as:
  • impending disk failures
  • power supplies and power quality
  • memory errors
  • processor errors
  • cooling system
  • motherboard errors.
Monitoring your server at this level increases the likelihood we will be able to rectify problems before they start impacting your work.
 .
 .
Windows Updates
We ensure your servers are configured to receive the latest updates from Microsoft and we will manage the installation process.
We also ensure your server is configured to deliver these updates to your PCs and laptops on a regular basis. This helps with reducing bandwidth utilisation, and helps ensure PCs and laptops are protected against hacking and virus vulnerabilities.
 .
 .
Hot Swap
In the unlikely event of a complete server failure (and subject to availability), we will provide you with a hot swap replacement server for up to a month.
 .
 .
User Administration
We will undertake user administration for your school server. This includes:
  • unlocking and resetting user accounts and passwords
  • creating new staff accounts
  • creating new student accounts
  • disabling redundant accounts
 .

If we detect problems on your server we will:

  • log an incident on your behalf in our CRM (Customer Relationship Management) system
  • alert you either via email or telephone (depending upon the impact and urgency of the incident)
  • work to rectify the problem according to our service level targets
  • manage any technical incidents picked up by our systems until resolution. Any liaison with third parties will be taken care of, and we will ensure you are kept informed of progress at all times.

What people say about us

The engineer, Matt, worked very hard to resolve the issue as fast as possible, without his skills and knowledge the issue would have taken me much longer I cannot praise him high enough.

S. Rumbelow, Sir Harry Smith Community College about Technical Services

Excellent response producing successful result. Thank you Michaela!

C. Ashley, Ely St John's Primary School about The ICT Service Helpine

No complicated IT talk, just plain, good information and help as requested.

Clerk of Governors, Swaffham Bulbeck Primary School about ELearning

Donna worked very quickly to resolve the issues.

S. Butler, Holywell Primary School about The ICT Service Helpline

Really helpful as usual and sorted the problem speedily. Thank you. Will make my life much easier today!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Donna is always so helpful and resolves issues. Thank you!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Solved problem straight away. Many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

I was unsure of how to put an online questionnaire onto the school website, I needed assistance with this! Help was received very promptly and efficiently and this enabled me to help another member of staff. Thank you Jo :)

A. Sheldon, Monkfield Primary School about School Website Service

Always helpful and understanding, no matter how small the problem!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

Always so quick and professional.

Clerk of Governors, Swaffham Bulbeck Primary School about The ICT Service Helpline

Excellent service.

P. Steel, Castle Camps Primary School about The ICT Service Helpline

Always extremely helpful and knowledgeable- Thank you

E. Rudd, Hartford Junior School about The ICT Service Helpline

Quick response and problem sorted quickly. Kept informed and problem resolved - thank you!

J. Watts, Little Paxton Primary School about The ICT Service Helpline

Polite, professional and sorted out my issue quickly. In addition, the Helpline rep gave me tips on how to solve the problem should it arise again.

A. Howell, Monkfield Park Primary School about The ICT Service Helpline

Always good to know that Jane is just a phone call away :)

L. Fowler, Abbey College about The ICT Service Helpline

As always, Rob was very helpful and efficient.

M. Ramsey, Grove Primary about The ICT Service Helpline

An online request was made, no assistance was given on a 1-2-1 basis, but the issue was resolved very quickly!

S. Collins, Granta Special School about Online Helpdesk – The ICT Service Helpline

Usual helpful and patient advice. Thank you very much!

A. Maskell, St Matthew's Primary School about The ICT Service Helpline

I felt that the issues we had were easily dealt with and helpful advice was given.

S. Preston, Pilgrim Pupil Referral Unit about The ICT Service Helpline

Sharon was very helpful, she dealt with query very quickly

A. Watson, Orchards Primary School about The ICT Service Helpline

The problem onsite following our LAN re-configuration was complex, needing Matt's expertise to fully resolve our wireless and printing issues. It took a while, the issues were multiple and had to be pinned down individually. As we uncovered various issues, Matt reconfigured aspects of our switches to resolve them. All is now working well.

C. Clee, Crosshall Junior Academy about Technical Services

What would I do without you? I can't thank you enough for the way you support me, and that goes to the whole team, you are all a credit to The ICT service. Knowing you are there makes the day a bit better. I can pick up that phone have a wobble and help is on hand.

R. Mack, Fields Children's Centre about The ICT Service Helpline

Excellent help from Kath - many thanks.

M. Seaton, Coates Primary School about The ICT Service Helpline

The issue was dealt with very quickly and Kath also telephoned to ensure that it was working correctly.

L. Dennis, Isleham Primary about The ICT Service Helpline

As always, the knowledge and assistance was second to none.

J. Medvesek, UTC Cambridge about The ICT Service Helpline

Kath answered my call and as ever was brilliant, sorted the problem out immediately and gave me instructions on how to fix the problem should it occur again.

S. Byford, Elm Primary School about The ICT Service Helpline

As I am new to the role I am very grateful for the patient and helpful approach adopted by The ICT Service Helpline Team

S. Murray, Bewick Bridge Primary School about The ICT Service Helpline

Issue resolved quickly by a helpful member of staff

C. Munroe, Spaldwick Primary School about The ICT Service Helpline

Really appreciated the clear guidance and information which helped fully resolve the issue I had and increase my understanding of the system I was using.

L. Billington, Granta Special School about The ICT Service Helpline

Efficient, polite and kept me well informed. Lovely telephone manner. The issue was dealt with quickly enabling me to continue with my busy day. I was told exactly what the problem had been.

C. DeMartino, Castle Special School about The ICT Service Helpline

I spoke with Jane on the helpline she was such a great support giving me invaluable advise and help. I couldn't have asked for anything more. Great work.

D. O'Bryan, Great & Little Shelford Primary School about The ICT Service Helpline

Very helpful on the phone. I was very pleased with the quick response. If anything I was the one slow in responding to the email I was sent. Thank you for all your help.

J. Branch, Upwood Primary School about The ICT Service Helpline

What would we do without you?

C. Robinson, Meldreth Primary School about The ICT Service Helpline

Excellent help straight away. Thank you.

M. Seaton, Coates Primary School about The ICT Service Helpline

Michaela explained problem perfectly and enabled me to create and link further codes without any problems. Thank you.

M. Seaton, Coates Primary School about FMS – The ICT Service Helpline

Rob was very helpful as always and resolved my query by logging into my screen to show me how to do what was needed. Thank you.

D. Hewett, Kimbolton Primary Academy about The ICT Service Helpline

Jo Puckering was very helpful with our request. Thank you Jo!

H. Owen, Shirley Primary School about ELearning

Pleasant and very helpful. Thank you

M. Bennett, Granta Special School about The ICT Service Helpline

Life-saving restoration of folder from Central Hosting - Thanks very much.

D. Baslington, Bellbird Primary School about The ICT Service Helpline

As always, Rob was very helpful and sorted out my problem speedily and efficiently as I was on a short timescale!

M. Ramsey, Grove Primary about The ICT Service Helpline

Jane was extremely polite, helpful and definitely knowledgeable. I was happy and confident as she explained to me how she was able to resolve my issue, and did so in a short space of time. I am always impressed how staff on the Helpline know so much!

J. Pollock, Abbots Ripton Primary School about The ICT Service Helpline

Everyone on the helpdesk are so helpful and they always sort out any problems speedily and efficiently. Thank you.

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

So happy you are at the end of the phone line for never-ending queries!!!

C. Robinson, Meldreth Primary School about The ICT Service Helpline

I spoke to Donna. She is always friendly and extremely helpful as are all the Helpline team

K. Dixon, Ridgefield Primary School about The ICT Service Helpline

Always helpful and patient!

S. Dickinson, Fen Drayton Primary School about The ICT Service Helpline

As always your lovely staff are helpful and instructive dealing with my often stupid mistakes!

G. Topley, Fen Ditton Primary School about The ICT Service Helpline

As always, no complaints with the service. Problem was resolved promptly without any fuss and certainly without making me feel useless :)

S. Pilkington, Spinning Infants School about The ICT Service Helpline

Customer service is great. Clear and concise information always given very promptly, nothing is too much trouble.

H. Leete, Gamlingay First School about The ICT Service Helpline

Very happy with all aspects of the resolution process. I even found answers to questions I hadn't asked! Thank you

C. Ashley, Ely St John's Primary School about The ICT Service Helpline

Latest tweets

Fancy a change? New role? https://t.co/uEcYxukfGB

08 June 2018

The ICT Service is celebrating Accreditation success for its support for schools using Capita SIMS and FMS tools.… https://t.co/H3xPmWzMhs

08 June 2018

Anyone looking for business support work!? 😊 https://t.co/v5kRZGDKXq

06 June 2018

Come and work for us! We're looking for a new, enthusiastic and organised Business Support Administrator - closing… https://t.co/53QySVXlzC

05 June 2018

Come and work for us! We're looking for a new, enthusiastic and organised Business Support Administrator - closing… https://t.co/s4KEi5dWjW

05 June 2018