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Schools ICT Team SLA PDF Print E-mail
Published by James Scott   

Service requests received by the team will be assigned a priority according to the following definitions, and we will aim to resolve 90% of requests within the timescales stated:

 

 

Call PriorityDefinitionTarget Response Time (working days)
AAll workstations are unable to access SIMS1
BAll workstations are unable to access a particular module, or one workstation is unable to access SIMS and this is preventing the school from performing a vital function2
CAll other SIMS faults and usage enquiries where 1) the enquiry is necessary for a school to perform a vital function and 2) the school’s staff have attended adequate levels of training4
DNon-urgent usage enquiries and all developmental requests such as the creation of SIMS.net reports10
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Last Updated ( Friday, 06 July 2007 09:10 )
 
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