Choose a level of support to suit your school’s needs

Talk to us about how our support package options can save you money in the future


Our support packages give a clear picture of annual support and service options provided by The ICT Service.

We are here to help you ascertain the level of support and the right package to suit your school’s requirements.

All schools are required to take up a minimum of the Core support package. You can then make an informed choice about adding significant value to your annual subscription by taking either the Enhanced or the EnhancedPlus package options.

We have described exactly what each support package consists of in the following pages, together with the associated costs which can be found in the separate Price List document. Please email support@theictservice.org.uk if you require a copy for your school.

Choose your Annual Support Package from the options below:

Core Support

Maintained Schools:
A Base Price, plus Price per pupil x FT, October Census

Enhanced Support

Maintained Schools:
A Base Price, plus Price per pupil x FT, October Census

EnhancedPlus Support

Maintained Schools:
A Base Price, plus Price per pupil x FT, October Census

For Academies:
A Base Price (with FMS Support) or a Base Price (without FMS Support) plus Price per pupil x PT, January Census
For Academies:
A Base Price (with FMS Support) or a Base Price (without FMS Support) plus Price per pupil x PT, January Census
For Academies:
A Base Price (with FMS Support) or a Base Price (without FMS Support) plus Price per pupil x PT, January Census
Core is our base package which incorporates Entitlement and Essential Support, including access to the ICT Helpline but with limited technical support. Enhanced is a combination
of Core with additional Technical support for Admin Users and their equipment (Office / School Admin / Headteacher PCs, laptops and printers).
EnhancedPlus is a combination of Core with additional Technical support for Admin Users and their equipment (Office / School Admin / Headteacher PCs, laptop and printers) but also including Curriculum Users and their equipment.

Core Support 


Entitlement services

As part of your subscription with The ICT Service we carry out a number of tasks on your behalf to ensure you receive the highest possible standard of support. The services described below are either funded via a contract with Cambridgeshire County Council or as part of your subscription.


Supporting CPSN (Cambridgeshire Public Services Network). This is the broadband link from your school to ICT Service-hosted private cloud services such as Central Hosting, Central Email, Remote Access etc. It also provides the connection to E2BN, the NEN (National Education Network) and the Internet.
As part of the support for CPSN, Incident Management for key managed customer local area networking equipment (‘top switches’).
Safeguarding and E-Safety services such as email and basic web filtering.
Provision and support of an solution.
Access to online resources and guidance from The ICT Service.
Liaison with key CCC teams to produce best practice guidance on the use of MIS (Management Information Systems) including SIMS and FMS.
Regular ‘Helplines’ Newsletters and other direct email communications produced by The ICT Service, including the Fortnightly Briefing, Events and Training and Technical Services Information.
Access to customer service team for visits, management of complaints, and guidance for new headteachers.
Access to training and consultancy services at preferential rates.
As a member of the LSCB (Cambridgeshire Local Safeguarding Children’s Board), The ICT Service provides E-Safety advice and support for professionals working with young people in Cambridgeshire.

Essential support

Our service desk, The ICT Service Helpline, is the point of entry for any customer request whether it is about buying equipment or services, fixing devices, advising on use of ICT or training requests.

Please note that this service does not include any entitlement to an onsite visit to resolve incidents, which is a separately chargeable service.


All incidents and service requests are recorded and tracked through to resolution within our call logging system.
First Line Incident management for all office/administrative, staff and student PCs, laptops, tablets and smartphones and ICT peripherals (including curriculum printers and whiteboards etc.). Note that user-owned devices and hardware replacement costs are excluded from this service.
Access to application support specialists for Capita SIMS for:
  • full SIMS application support on all modules
  • access to easy-to-use guidance notes on all key processes including Census and year end (academic and financial).
  • access to the Helplines monthly newsletter
  • full support for key MIS initiatives such as CSA, Agora, SIMS Learning Gateway
  • support to an appropriate level for all other MIS applications, including all linked MIS (e.g. IEP writer, CASPA, Schoolcomms, COLLECT, etc.)
  • support for the ICT systems on which the MIS runs, including desktop operating systems and the Windows Server operating system in connection with the running of the SIMS database itself
  • entitlement to two free places at the Impulse Conferences and User Groups
  • remote support for monitoring, diagnosis and more in-depth support
  • database recovery in the event of data corruption (note that the school is responsible for ensuring there are adequate backup systems in place; some problems may require referring to Capita for data correction / patching).
For Academies: Additional option to subscribe to FMS support.
This includes access to application support specialists for Capita FMS for:
  • support for all operational use including Equipment Register, Budget Planning and Invoiced Income (Accounts Receivable)
  • ‘Paperless Office’ facilities, such as e-ordering and BACS
  • detailed support for all aspects of use of FMS, including specialist reporting required by Academies.
Liaison with key partners and suppliers such as Microsoft, Dell, Capita for escalation of incidents and problem resolution.
Access to staff with extensive experience of classroom teaching who can provide support, advice and resources to help you make the best use of ICT to deliver imaginative and informative learning environments.

 

Enhanced Support


In addition to the Core support as detailed previously you can choose Enhanced support


Second and third line incident/problem resolution for your office/school administration equipment – i.e.
school office and Headteacher PC/laptop and printers.
Includes onsite visits where remote incident resolution methods have proved ineffective.

 

EnhancedPlus Support


In addition to the Core support and Enhanced support as detailed previously you can choose EnhancedPlus support


EnhancedPlus Support is the equivalent of an annual ‘insurance policy’ which covers the majority of ICT related technical incidents that can occur throughout your school. This excludes telephone systems, except VOIP systems that come under separate contracts.

ICT environments are increasingly complex, requiring a wide range of technical qualifications and experience to manage and maintain them.

It is often difficult for schools to guarantee that they will have qualified technical staff on hand to provide technical support across this environment.

The ICT Service will respond to your call or email, prioritising the call according to the level of impact and urgency. We will use all means possible to resolve your incident and restore service quickly and efficiently.
Second and third line incident/problem resolution for your school-owned ICT equipment, such as:
  • desktops
  • laptops
  • mobile devices
  • printers
  • scanners
  • projectors
  • interactive whiteboards
  • wireless
  • networking
Site visits as required when unable to resolve the incident remotely
All labour provided by The ICT Service is covered in this package
We will manage the whole incident process and act as liaison with any third parties that need to be involved with any repairs of school-owned ICT equipment. Hardware replacement costs are excluded from this service.

 

Annual Maintenance


Please note that the annual maintenance fees for the Capita SIMS products are collected by The ICT Service on your behalf and sent direct to Capita. These fees are charged in addition to your chosen Support Package and any further subscription
services.

SIMS Annual Maintenance

Collected by The ICT Service and sent direct to Capita

See Price List – Base Price plus £price per pupil (x FTE, October Census)


SIMS Dinner Money Annual Maintenance

Collected by The ICT Service and sent direct to Capita

See Price List – Base Price plus £price per pupil (x FTE, October Census)


SIMS In Touch Annual Maintenance

Combining both SMS messaging and email to automatically and immediately engage all your stakeholders on a wide range of school issues, whether distributing newsletters to all contacts or managing truancy within one screen.
Collected by The ICT Service and sent direct to Capita
See Price List

Please note: All schools using AGORA and some schools using In Touch have contracts direct with Capita, who invoice the annual maintenance independently. In all cases, The ICT Service Helpline provides support for these products.

What people say about us

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

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

Always helpful and patient!

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

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

H. Owen, Shirley Primary School about ELearning

Issue resolved quickly by a helpful member of staff

C. Munroe, Spaldwick 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

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

Excellent response producing successful result. Thank you Michaela!

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

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

Solved problem straight away. Many thanks.

M. Seaton, Coates 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

Excellent service.

P. Steel, Castle Camps 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

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

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

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

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

J. Medvesek, UTC Cambridge about The ICT Service Helpline

As always, Rob was very helpful and efficient.

M. Ramsey, Grove Primary about The ICT Service Helpline

Always so quick and professional.

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

Excellent help straight away. Thank you.

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

Excellent help from Kath - many thanks.

M. Seaton, Coates 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

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

Clerk of Governors, Swaffham Bulbeck Primary School about ELearning

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

What would we do without you?

C. Robinson, Meldreth 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 extremely helpful and knowledgeable- Thank you

E. Rudd, Hartford Junior 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

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

Pleasant and very helpful. Thank you

M. Bennett, Granta Special School about 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

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

S. Dickinson, Fen Drayton Primary 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

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

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

Donna worked very quickly to resolve the issues.

S. Butler, Holywell Primary School about 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

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

L. Fowler, Abbey College 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

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

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

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

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

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

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

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 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

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

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