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:
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Core SupportMaintained Schools: |
Enhanced SupportMaintained Schools: |
EnhancedPlus SupportMaintained Schools: |
| 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 |
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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.
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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.
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As part of the support for CPSN, Incident Management for key managed customer local area networking equipment (‘top switches’).
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| 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. | |
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Liaison with key CCC teams to produce best practice guidance on the use of MIS (Management Information Systems) including SIMS and FMS.
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Regular ‘Helplines’ Newsletters and other direct email communications produced by The ICT Service, including the Fortnightly Briefing, Events and Training and Technical Services Information.
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Access to customer service team for visits, management of complaints, and guidance for new headteachers.
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| Access to training and consultancy services at preferential rates. | |
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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.
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Essential support
Please note that this service does not include any entitlement to an onsite visit to resolve incidents, which is a separately chargeable service.
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All incidents and service requests are recorded and tracked through to resolution within our call logging system.
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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.
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Access to application support specialists for Capita SIMS for:
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For Academies: Additional option to subscribe to FMS support.
This includes access to application support specialists for Capita FMS for:
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Liaison with key partners and suppliers such as Microsoft, Dell, Capita for escalation of incidents and problem resolution.
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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.
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Enhanced Support |
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In addition to the Core support as detailed previously you can choose Enhanced support
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Second and third line incident/problem resolution for your office/school administration equipment – i.e.
school office and Headteacher PC/laptop and printers.
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| Includes onsite visits where remote incident resolution methods have proved ineffective. | |
EnhancedPlus Support |
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In addition to the Core support and Enhanced support as detailed previously you can choose EnhancedPlus support
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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.
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| Second and third line incident/problem resolution for your school-owned ICT equipment, such as: | |||
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| Site visits as required when unable to resolve the incident remotely | |
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| All labour provided by The ICT Service is covered in this package | |
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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.
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Annual Maintenance |
SIMS Annual Maintenance
See Price List – Base Price plus £price per pupil (x FTE, October Census)
SIMS Dinner Money Annual Maintenance
See Price List – Base Price plus £price per pupil (x FTE, October Census)
SIMS In Touch Annual Maintenance
