Flexible Support services for Education

How will this service help me?

We know that there's no such thing as a one size fits all solution. However, with the help of a dedicated account manager from Novatech you can create a tailored support package to suit your school's needs and budget. We can offer both onsite and remote support options.

How we do it

Support options

With onsite and remote support options, and with the help of a dedicated account manager, you can create a flexible support package, perfectly tailored to your school's ever changing needs and budget.

ONSITE SUPPORT

As part of our comprehensive support packages, Novatech can provide you with a fully trained, DBS checked, support engineer to look after your school's ICT equipment, either one day a week, once every 2 weeks, or whatever suits the school's requirements. The engineer will cover general IT health checks, server checks, support as you need it and undertake any tasks that you, your staff or our helpdesk have raised.

REMOTE SUPPORT

We understand that not every school or college will require onsite IT support. Our remote support options include Novatech banked support hours, which means that our dedicated helpdesk will assist with any issues over the phone or remotely access your school's ICT system to solve the problem. Or we can simply offer extra help to your own onsite technician.

CAREFUL IT PLANNING

Careful planning for any future ICT projects is almost as important as carrying them out. It's vital that they stay within budget and go as smoothly as possible. Your account manager will make a clear plan in order to ensure that these needs are met.

MONTHLY REPORT

Each month Novatech will give you a step by step report detailing how well your IT is working. This monthly report will also have information about areas that may need improvement; for example, the learning and teaching experience for your staff and pupils. Each quarter your Novatech account manager will visit to ensure that you are still happy with your selected support package and that everything is going well.

OFSTED ALERT SUPPORT

Receiving an OFSTED inspection phone call can be stressful. However, with a Novatech onsite engineer, plus easy access to our wider support network, we can work with you and the school to help make the visit a success.

DAILY HEARTBEAT CHECK

Our helpdesk will check the status of your server(s) each morning to ensure everything is up and running for the start of lessons.

Onsite Support packages include:

  • Account manager visit every quarter
  • Novatech Helpdesk server monitoring
  • Novatech engineer basic task list
  • Daily server heartbeat check
  • Monthly reports
  • Ofsted alert support
  • Future IT planning

Remote Support packages include:

  • Direct support from Novatech helpdesk (used in half hour blocks)
  • Assistance with general tasks from small issues to server support
  • Guaranteed support Monday - Friday, 08:00 - 17:00 (excluding Bank holidays)
  • A dedicated technician for the duration of your support request

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