Premium Technical Support Visits

A three hour visit from a Technical Support Specialist, on a frequency of your choice, to carry out IT tasks in your school.

Service Desk support between 8.30am to 5pm during term time and between 9am and 4pm during school holidays (except for the Christmas holiday and bank holidays) for you to log any ICT issues.
Technical support for your approved PCs and laptops can be delivered through Premium Technician Support Visits on a regular basis chosen by the school.
Installation of extra software and general maintenance of approved ICT hardware.
We will deal with the manufacturer on your behalf to resolve hardware warranty issues for your approved PCs and laptops.
Support for third party PCs and laptops on a ‘best efforts’ basis. (* Approved PCs and laptops are those purchased via the ICT Development Service).

Best Efforts on all non-school is defined as a device not imaged to access the network, this includes tablets, mobile phones or other devices which may be used in or outside a school.
Non-school devices would be connected to a Byond Network if available.
Password Resets should be managed by the school.

To report known defects to the Service Desk in order that the most appropriate action to resolve the problem is taken. This can be done by emailing a completed Premium Technician Visit Form, a phone call, or via instructions when the technician is on site.
To report known defects to the technician when apparent to prevent further deterioration and potential consequential damage to other equipment. This can be done via phone call, email or via instructions when the technician is on site.
To have as much information as possible readily available for the technician relating to the fault/issue/tasks to be undertaken.
To provide site access and details including a named site contact, complete with all contact details, and any specific site requirements; WCC reserve the right to charge reasonable abortive costs.
The school will notify the ICT Development Service via phone call and/or email if a visit requires rescheduling.
The school will provide additional email addresses for anyone else they wish to be included on notification of visit dates.