We work hard to give our customers accurate solutions to their problems in the shortest possible time. Our Helpdesk is staffed between 08.30 and 17.00 Monday to Friday. Outside of these times you can contact us by email fax or through this web site.

When a call is received it is logged on our helpdesk software with the following information

• The customer name
• The customer school
• The date and time of the call
• Details of the problem

Once logged, the call will be given a unique 'Ticket Number'. This number can be used to help both our team and the customer to keep track of the call while a solution is being found. The call will also be given a severity level. This identifies the scale of the problem and allows us to prioritise our resources.

The severity of a call governs out target response time

Severity Category 1                  4 working hours

Severity Category 2                  End of next working day

Severity Category 3                  5 working days

Severity Category 4                  Mutually agreed response time

Calls can be logged in the following ways...

By Telephone

You can contact the helpdesk on 0845 6436802. Outside of our normal opening times, you can leave a voicemail.

By Email

You can Email your problem to helpdesk@schoolicts.co.uk at any time. We will assess and log your call and contact you with the Ticket Number.

By Fax

You can fax details of your problem to 0845 6436803. We will assess and log your call and contact you with the Ticket Number.

Through this Web Site

Follow the link, you will need to use the login details we supplied to your school.