Secondary Virtualised Server Support

What's included

• An experienced Technical Support Team provides full technical support for your approved servers.

• The ICT Development Service Desk is available for Schools to log all technical support requests and these are proactively managed and actioned daily.

• A Disaster recovery service which includes a total rebuild of the server and restore of data. We will arrange to collect the server to re-build or, where appropriate, re-build and restore data remotely.

• To support disaster recovery of Secondary Virtual Servers, ICT Development Service remotely backup Virtual Machines that have been selected by the school to a secure DPM (Data Protection Manager) Server on a regular basis. DPM backups are retained for a minimum of 7 days

• We will liaise with manufacturers on your behalf to resolve hardware warranty issues for your approved servers.

  
  

What's not included

• Support on 3rd party (non managed) devices

• Workstation Support

• Software deployment

  
  

Customer responsibilities

• To report known defects to the Service Desk when apparent to prevent further deterioration and potential consequential damage to other equipment.

• To have appropriate information readily available for the Service Desk Operator relating to the fault/issue. This will include a description of the issue and serial number/s of equipment, if required.

• To provide a named site contact, complete with all contact details, and any site requirements for each call logged.

• To arrange access to the site, if required, for each call logged. If the agreed access is denied/not available, abortive costs will be charged.

• Ensure that supported devices are connected to the Warwickshire Broadband Network, or other appropriate network, and are available for a remote support session.

• To provide Emergency Contact Details for us to contact, in the event of a Server failure during School Holidays.