Approaches to Support
The Class Technology Solutions Limited approach to support is based upon providing flexible solutions that be tailored to individual schools and colleges. Class Technology Solutions Limited support solutions vary from providing helpdesk assistance to staff to the provision of a comprehensive Managed Service. The support mechanisms consist of three elements:-
- Class Technology Solutions Limited Technical Helpdesk
- Remote Network support and Management
- Class Technology Solutions Limited Technical Engineers
- Class Technology Solutions Limited Technical Helpdesk
The Class Technology Solutions Limited Technical Support desk is available to assist the School with questions about the network, software, and or hardware products. It consists of 1st and 2nd line support and utilises approved processes and procedures for all aspects of help desk operation to ensure consistent quality and efficient trouble resolution.
Sophisticated Tracking
All calls are tracked using our robust Edudesk Tracking System. The Edudesk system is a complete database dedicated to managing all incoming calls and ongoing services. Edudesk allows you to conveniently receive updates regarding requests for information or assistance. If our helpdesk is unable to resolve the issues in a timely fashion the call will automatically be escalated and assigned to a senior engineer, who will work to resolve the problem over the phone with the customer.
Remote Network Management Support
The Remote Network Management support (RNMS) or remote support is the facility to have Class Technology Solutions Limited support engineers remotely undertake administrative or corrective action to a schools network from a remote location. This gives the school access to high level support consultants on a 5 day per week basis without the consultant needing to be physically located on site. This improves the efficiency of the network and reduces user ‘downtime’ and makes for a cost –effective solution.
Class Technology Solutions Limited offers two types of service:-
Option 1:- Remote Critical Support:
Remote Critical support is essentially a Re-Active provision that enables Class Technology Solutions Limited to dial into the schools network and whenever possible rectify problems remotely. Class Technology Solutions Limited applies best endeavours to fix Critical problems as soon as a call is logged onto the Class Technology Solutions Limited helpdesk (For the Silver support, calls must be placed with the Class Technology Solutions Limited helpdesk before 5.00pm to ensure that remote remedial can take place in the same evening. Critical problems include the following.
- Backup Tape Software, Hardware, Media failure
- Anti-Virus Software Failure
- Server Operations and Communications failure
- Server Hardware failure
- Server Software failure
(Please note that this is not intended as an exhaustive list but provides the essence of the service to be provided. Some of the problems listed above may not be fixable via Remote Access and hence would require an emergency visit)
Option 2:-Remote Management and Maintenance Support
Remote Management and Maintenance Support is essentially a Pro-Active provision that enables Class Technology Solutions Limited to dial into the schools network at least three times a week to carry out preventive and housekeeping activities. The concept is to provide seamless and ubiquitous support to the school by diagnosing problems and preventing network failures. These services cover such items as:
- Checking Backup Tape Software, Hardware and Media for correct working order
- Checking Anti-Virus Software for correct working order, deployment and latest IDE files
- Checking Event Viewer for potential or existing problems on Network Servers
- Checking Inter-Server Operations and Communications (Replication)
- Checking Server Hardware (RAID, Disk Management, Drivers)
- Checking Server Software (DHCP, DNS, ISA, Exchange)
- Ensuring Windows® updates are installed
(Once again this is not an exhaustive list but provides the essence of the service to be provided. Some of the problems listed above may not be fixable via Remote Access and hence would require an emergency visit)
Class Technology Solutions Limited Technical Support Engineers
Class Technology Solutions Limited consultants, technicians, and engineers are highly qualified professionals, with over 10 years worth of experience in supporting ICT in education. Class Technology Solutions Limited itself is backed up by the strong relationships that are held with our service partners ensuring that our clients receive the very best in service at all times.
Class Technology Solutions Limited can provide a range of different onsite support staff from technicians to senior consultants. The needs of the school are analysed in partnership between the school and Class Technology Solutions Limited to ensure the right blend of skills and staff is provided to fulfil the required service level.
Typically, Class Technology Solutions Limited Technical engineers tasks and duties at a will a school or college will include the following:-
- A.V. Monitoring/rectification
- Back-up verification
- Event Log audit for applications, system and security
- Monitor SUS and ensuring Server Synchronisation and updates are available to work stations (physical check of random Desktops for updates)
- Proof of concept of Hardware and software-Trial and evaluation
- Health check of the server farm-
- Diskspace / A.V.scans.
- Monitoring Network traffic and performance
- Check the firewall logs and the filtering operation and assess incoming attacks.