FAQs

Q.  We are worried about support of our internet connection and Schools Administration Software.  Would this be covered by Services Card/FlexiCard or does this support come from the relevant supplier?

A.  Support of the school's Internet connection is the responsibility of the Internet service provider.  For local authority schools, this is normally the authority or the regional broadband consortium.  Any Internet connectivity issues within the building are covered by us, but any problems with the link to the school building are the ISP's responsibility. 

For School's administration software, support of the software needs to be arranged with the software company or the LA.  Support of the PC's and network infrastructure the software resides on, is covered by us.                    

Q.  We are concerned about the repairs of equipment over three years old.  We have equipment in use that is older than this; would this still be repaired under the Services Card?

A.  Although the support agreement specifies a 3 year period, with equipment older than this we will make every effort to repair it depending on parts availability and economical constraints.  It is often the case, particularly with items such as laptops, that parts are no longer available after this period.  There are also occasions where it costs more to repair an item than to replace it.  Repairs to items over three years old will therefore be undertaken after assessment of if it is economical to repair and where it is not, a replacement will be sourced.  Where direct replacements are not available, our commercial team will source a modern equivalent at a competitive price.

Q.  We currently have a support contract with the LA that covers our PC's but the service is very poor and getting worse.  Can we come to you for support? And can we purchase PC's through you, even if we currently have a maintenance support contract from the LA?

A.  You are always welcome to come to us for help and support!  We would need to charge for any work and repairs that we do for your school,  however we are prepared to look at these charges if you would like to take out a contract with us for the next year.  You may certainly come to us anytime for a competitive quote for PCs and peripherals

Q. We have been told by the LA that if we do not buy back ICT support services from them that other services that they provide could be at risk.  Is this true?

A.  Whilst the LA may choose to cross-subsidize one part of their services with income generated by another service, the schools are the client for these services and should be able to pick and choose a package of services that suits their needs from the most efficient and cost-effective services available.  It would be wrong if one service was being used to subsidize another without this being apparent to the customer i.e. you at the school!