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As part of your school’s Service Level Agreement (SLA) only critical and high priority cases will receive a rapid response. We cannot guarantee an immediate fix for any issue as it entirely depends upon the complexity and whether the resolution is within our power to resolve.
All other issues will be marked for support on your normal visit by your support person.Remote support subscribed customers will receive priority support as per SLA.If you would like your school to have enhanced remote support package, call our office to speak to Kathy or Lewis – 01603 810343
This section is very important to us. It helps us know who you are and how we can get in contact with you to help resolve your issue.
Complete the fields with your information.
To start with, give us a simple one line description of your issue.For example,
Then to help us help you more quickly, tell us what is happening. Giving us clear information here is really key. It will allow us to understand your issue more clearly. For example,
“It’s not working” is not precise enough for us to diagnose and will lead to longer resolution. It would be great if you could say something like“When I try to print, I get an error message which says xxxxx”. Tsis will then give us a great starting point to try and resolve your issue.
Complete the two fields with your details.
We work on case priorities to ensure the most needy cases are addressed more quickly.
To help us prioritise the cases fairly and quickly, using the table, click the most apt button to mark the priority of your case.
We understand that each case is extremely urgent for you but treating every case critical would mean a slow down in the response. Marking it correctly helps us deal with the most critical cases.
Click the button most appropriate for your case.Choose from
This is the final step.
You can either press submit and the case will be sent to our helpdesk or you can go back to amend the details or start over again completely.