2019/2020 Service Definition

Technical Support Visits for Curriculum Networks

About the Service

The Technical Support Visits for Curriculum Networks service provides schools with 'Scheduled' visits by a skilled ICT Technician and includes an option of the Curriculum Network Remote Support add-on service in-between the Technician visits to provide reactive support. 

What are the benefits?

The service helps ensure:

  • Your school's curriculum ICT systems and infrastructure are proactively and reactively maintained without having to hire your own ICT staff. 
  • That day-to-day tasks required to ensure ICT systems remain operational and reliable are addressed. 
  • Your school ensures they maintain an appropriate level of ICT support onsite. The service can cater for the smallest of schools, up to large primary and special schools.
  • Assurance that on-site technicians are multi-skilled with experience in server management, client hardware, software installation and network troubleshooting.
  • In addition, the technicians have an escalation route to third line Support Engineers within our team of technical staff, who specialise in specific areas of technology if required. This enables your School to benefit from a wide range of ICT skills, enhancing the skills offered by the technician yet providing you with a cost effective support service.

We also offer the following upgrade options:

  • Upgrade your support to one of our Engineers, to benefit from their additional specialist skills and experience (limited availability, first come first served). 
  • Alternatively our new Advanced Technical Support: Servers and LAN Infrastructure service offers a combination of advanced remote engineer support with three on-site technical consultancies throughout the year – ideal for larger Primary schools and Secondary schools seeking extra support when needed. See our separate service definition for more information or contact one of our Business Relationship Managers EducationSales@BTLancashire.co.uk to discuss.

What's Included?

Service Features

Our technicians are trained to support your school with a wide range of LAN and desktop services. This table clarifies the services included.

This table clarifies the services included:

Technical Support Visits for Curriculum Networks
Items Supported Services Included Services not Included

IT Hardware:

  • PCs
  • Laptops
  • Microsoft Servers
  • Tablets e.g. iPads
  • Printers/MFDs
  • Projectors
  • Apple TV
  • Digital Cameras 

Support of existing hardware:

  • Problem diagnosis and resolution
  • Relocation, re-configuration
  • Logging calls against existing warranties. 

Installation of up to three items in any one visit of new hardware including:

  • Unboxing, plug-in, desk setup, configuration.
  • Adding the device to a Wi-Fi or cabled network (subject to compatibility).
  • Internal third line escalation for technical advice.
  • Remote support for customers that subscribe to our Curriculum Network Remote Support Add-On Service.
  • Advice and guidance for suitable technology. 
  • Purchase of hardware
  • Hardware repair, however we will place warranty calls where a valid warranty has been purchased.
  • Installation of file/ admin/ application servers
  • Installation of more than three items in any one visit e.g. PCs, tablets, other devices or AV equipment (Larger roll outs can be quoted for as required).
  • Physical installation of fixed mounting brackets (i.e. drilling required) or construction of storage and charging units.
  • Provision of spare parts.
  • Provision of Consumables e.g. Network cables or printer cartridges.
  • Hardware disposal or recycling.
  • Working at heights.
  • Support for printers on third party lease contracts.
  • Administration of MIS systems

ICT Software:

  • Microsoft Operating Systems (versions currently supported by Microsoft)
  • Microsoft Office Applications
  • Licensed software
  • Freeware
  • Anti-virus software

Support of existing software:

  • Relocate to different hardware, re-installation, re-configuration, problem diagnosis and resolution
  • Third Party support call logging/ research.
  • Software uninstall

Plus:

  • Fault diagnosis/rectification
  • Installation of new software (subject to licensing and compatibility with hardware operating systems).
  • Internal third line escalation for technical advice.
  • Advice for suitable software
  • Basic server administration
  • Software purchase and licence purchases (schools should contact EducationSales@BTLancashire.co.uk for assistance and a quote)
  • Licence management and auditing.
  • Support for Management Information Systems including SIMS
  • Installation and configuration of Anti-Virus software and virus removal is included as part of the service, however virus removal and rectification of any harm caused by a site wide virus or malware infection may require additional, chargeable visits

Server Management:

  • Microsoft Server (All Microsoft supported versions)
  • Dell Server Management
  • Basic server administration
  • Adding, deleting and amending user and computer accounts
  • Adding, deleting and amending access rights and permissions
  • Management of client device settings using Group Policy
  • Management of basic server operation to include DNS, DHCP
  • Investigate issues in the system logs
  • Confirming backup selections in RBUSS backup
  • Major server changes, installation or reinstallation
  • Complex role changes e.g. SIMS, Remote access

Network Infrastructure:

Network switches

  • Data point patching.
  • Cable management.
  • Installation of single replacement switches (subject to risk assessment)
  • Troubleshooting, diagnosis and resolution where achievable
  • Internal third line escalation for technical advice.
  • Advice and guidance for suitable equipment.
  • Equipment purchase (schools can contact EducationSales@BTLancashire.co.uk for assistance and a quote).
  • Installation of multiple network switches and associated infrastructure.
  • Installation of wall sockets (Data points), data cabinets and trunking and fixed cables.
  • Major re-cabling of data cabinets.
  • Troubleshooting major LAN performance issues.
  • Support for Broadband equipment, 
  • Wi-Fi and VOIP/Wi-Fi controllers systems/WAPs (see our separate support packages for these services).
  • Provision of spare parts.
  • Consumables e.g. cables.
  • Hardware disposal.
  • Working at heights.

Additional Support:

  • Dell Server Updates
  • Microsoft Updates

In addition to your on-site curriculum support, you will also receive the benefits of the BTLS Device Management Service.

This includes:

  • Dell Open Manage Essentials (Dell OME) Provides central device patch management to any Dell Servers in your School that are supported by the Education Services.
  • Windows Server Update Services (WSUS) Provides centrally managed updates for all supported Windows operating systems.
  • Microsoft Windows Server Update Services (WSUS) is a technology used to provide patches and upgrades to Microsoft Windows Operating Systems and Office products and is supported as part of this service.
  • Microsoft System Centre Configuration Manager (SCCM) for server support (where licenced and chargeable when not present)
  • Installation of local Microsoft Windows Server Update Service (WSUS)