Managed IT Services & Support

We understand the importance of good IT support in schools, not only for day to day administration and efficient management, but for effective curriculum delivery as well.

We Create Fully Connected Systems So You Can Focus On Your Business

At Connetix, it is our belief that a managed ICT service in a school encompasses more than simply providing a break/fix ICT service. This is why our services aim to effectively manage your ICT, MIS, telephony, hardware and software inventory, as well as your information governance. By entrusting these responsibilities to us, your main focus can remain on teaching.

Helpdesk

A helpdesk facility is provided to all schools in order to offer remote support for any hardware and software issues encountered by both administrative and curriculum users. This service aims to resolve the majority of issues through directed advice or live remote assistance. The helpdesk facility is available from Monday to Friday, 9:00am to 5:30pm, ensuring support during these hours. Any support matters outside of these hours can be addressed by leaving a message, which will be attended to during normal helpdesk operating hours.

In cases where issues cannot be resolved or require further attention, a service call will be initiated for the school under the name of the person who made the call. A reference number will be provided to facilitate easy tracking and follow-up for both the client and technical staff.

Onsite Technical Support Visits

Scheduled onsite support visits are designed to provide a planned program for implementation, maintenance, and repair, ensuring a reliable presence at the school. The technical visits encompass various tasks, including but not limited to:

– Maintaining curriculum and administrative systems
– Supporting peripheral devices
– Resolving user issues and addressing functionality concerns
– Installing new hardware and software
– Managing network security and protection
– Collaborating with external suppliers to resolve specific technical issues

The timing and day of each technical support visit will be agreed upon in advance for each week of the school year. These arrangements only apply during term time. If necessary, a visit can be rescheduled at the request of either the school or Connetix, provided both parties agree. However, this is subject to the availability of engineers and demand.

Full-day visits are scheduled from either 8:30 am to 4:30 pm or 9:00 am to 5:00 pm, depending on preference. Half-day morning visits are from 9:00 am to 12:30 pm, while afternoon visits are from 1:00 pm to 4:30 pm. Additional time may be allocated, but this is contingent upon scheduling constraints and must be approved by Connetix.

In the event that a visit cannot be fulfilled due to unforeseen circumstances, the time will be “banked” and returned to the school in one of the following ways:

– The visit will be rescheduled for another time or day within the term.
– An additional engineer will be provided for a subsequent scheduled visit.
– The time will be reimbursed during a half-term or end-of-term project.

Hosted Services Administration

Connetix possesses the capability to administer and offer support for various hosted services utilised in educational institutions, including LGfL’s internet and email services, as well as the Redstor online backup system. This can be accomplished either directly or by coordinating with external suppliers on behalf of the school.

Consultancy and ICT Strategy Planning

SLA Schools are provided with technical guidance and support for the planning, design, and development of both new and existing ICT systems, as well as assistance with procurement and installation. Our team collaborates with the schools to create a comprehensive 3-year plan that allows for a reasonable budget allocation for development, while also ensuring that funds are set aside for contingencies, immediate projects, or any other desired ICT elements that may arise during that time.

Reporting and monitoring

A comprehensive written report detailing the tasks completed during each visit is documented on an online service desk system. This system grants designated individuals within the school access to the reports, allowing Connetix to oversee the service provided to schools and the procedures followed by their technicians. School contacts will have the ability to retrieve technical reports online by using their unique login credentials, or alternatively, they may request a copy of these reports.

Emergencies and ad-hoc callouts

There may arise circumstances where an onsite presence is necessary due to unforeseen events. In all situations, we will promptly provide some form of remote assistance. If the issue cannot be resolved, we will arrange for an engineer to visit your school.
Regrettably, we are unable to accommodate emergency visits after 4.30pm. If the matter is reported at or after this time, an engineer will be automatically scheduled for a visit early the following day (8am).
For emergency visits, the initial 120 minutes of onsite support are provided at no cost. This timeframe is typically sufficient for diagnosing and resolving most emergency situations.