CSE recognise that whatever the size and budget of your school, whether you have internal ICT support or not, a safety net of 3rd party support can provide the reassurance that whatever the issue someone is always available to help.
Choose a service level agreement that suits you, from reactive 3rd line support when you need it, to a remote management service, to a 24/7 proactive monitoring service.
Whichever you choose contact time with support is unlimited with no restriction on remote support time, number of service requests created or number of incidents. You will be provided with your own login to CSE’s internal support database where you can observe all activity on the service requests you have created.
Hands on support.
CSE’s support team will provide hands-on support to any internet connected device and can resolve even the most complex issues remotely.
However, prevention is better than cure, and CSE’s proactive network monitoring often allows us to take action before a crisis occurs. This service monitors any agreed servers statistics, parameters, and events automatically, and triggers an alarm when a problem is about to occur. Typical situations that could trigger alarms include low server hard disk capacity, server utilisation levels, and ‘server offline’ or ‘application offline’ notifications.
An alarm generates an email and sends it to CSE support and/or yourself automatically. From here, one of our highly-trained engineers can advise on corrective procedures, or invoke one of our other support services if required.
In addition we provide a remote management service. If your network is small and you don’t have the budget to employ dedicated ICT staff, CSE will take that responsibility for you. We will update and maintain your system remotely to ensure it has all the latest updates and security fixes, as well as monitor important systems like your backup solution.
As part of any CSE support contract, we will also be available to be your one-stop-shop for all warranty requirements – just ring us with the problem and we will manage the issue through to resolution.
Also available to bundle with your support contract are call-off days. Choose either a next day or two day response time for those emergencies when you need expert help, for when a member of your team is off sick or when you are just really busy.
An agreed service level agreement with CSE is designed to define levels of service and reliability both for each component covered and for the network as a whole. When a client enters into a service level agreement with CSE, they are assured of a guaranteed level of service from their ICT network. CSE will take full responsibility for delivering that service using whatever resources are necessary, including on-site engineers, remote support, and component exchange.