The ICT service

File Server Support

File Server Support

An 'active' insurance policy for your critical business server

The challenge



With the increasing reliance on ICT in schools, it is critical that your local school file server remains operational at all times. If your server becomes unavailable your PCs and laptops cannot access the network or Internet and it may also affect access to Central Hosting. If you run SIMS, management information systems or curriculum software on your server, these would also be unavailable. The administration of user accounts also needs to be considered, to ensure new and old users are appropriately maintained.

 

The solution



File Server Support is an ‘active’ insurance policy for your critical business server(s). The ICT Service uses sophisticated monitoring systems to ensure we can manage your server day and night.
 
Backup results are checked and logged daily. In the event that you require a document to be restored, we are able to restore lost or corrupted data for the previous three months (subject to a suitable backup being available). It is also possible to perform a full system restore in the event of a disaster such as a fire or flood.
 
We install and run software that monitors all the server hardware for thousands of potential alert and error conditions. This software reports the server status back to a central monitoring system 24/7, and alerts are received by us within minutes. By monitoring your server at this level we will, in most cases, be able to rectify problems before they start impacting your work. In addition to monitoring your server we will also undertake user administration for your pupil, staff and admin accounts. To ensure your server is operating effectively we ensure it is configured to receive the latest updates from Microsoft on a regular basis.

 

Frequently asked questions about File Server Support


 
What if our server fails?
In the unlikely event of a complete server failure (and subject to availability), we will provide you with a hot swap replacement server for up to a month.
 
Are my backups checked?
Yes, your backup results are checked and logged daily.

Can files be restored from backup?
Providing you have a valid backup it is possible to restore documents for up to three months previous.
 
How do we know if we have a problem?
If our monitoring system detects an issue our team will be notified. If the school is affected we will contact you directly and advise further. In most cases issues are resolved before you are even aware there is a problem.
 
What if I have a new user or require a password reset?
We will undertake user administration for you including creating new user accounts, unlocking or resetting user
accounts and passwords.

 

How our service works


 
We will monitor and manage the following areas of your server:
 
     
----------
Backups
Backup results are checked and logged daily. We aim to restore lost or corrupted data, typically to the
previous day, and going back for three months (subject to a suitable backup being available).
 
We can also perform a full server System Restore in the event of a disaster scenario, such as a fire or flood.
Our staff are backup experts, being familiar with failure types and how to resolve them.
 
A school staff member will be required to change backup cartridges on a daily basis. The ICT Service can
provide a different solution – see Cloud Backup Service for details.
---------
     
     
 
Active Hardware Monitoring
We install and run software which monitors all the server hardware for thousands of potential alert and error
conditions. This software reports the server status back to a central monitoring system, 24/7. Alerts are received by us within minutes. Whilst we do monitor for complete system failures, the beauty of this system is that we monitor individual components such as:
 
 
 
  • impending disk failures
  • power supplies and power quality
  • memory errors
  • processor errors
  • cooling system
  • motherboard errors.
 
 
Monitoring your server at this level increases the likelihood we will be able to rectify problems before they
start impacting your work.
 
     
     
 
Windows Updates
We ensure your servers are configured to receive the latest updates from Microsoft and we will manage the
installation process.
 
We also ensure your server is configured to deliver these updates to your PCs and laptops on a regular basis. This helps with reducing bandwidth utilisation, and helps ensure PCs and laptops are protected against hacking and virus vulnerabilities.
 
     
     
 
Hot Swap
In the unlikely event of a complete server failure (and subject to availability), we will provide you with a hot
swap replacement server for up to a month.
 
     
     
 
User Administration
We will undertake user administration for your school server. This includes:
 
  • unlocking and resetting user accounts and passwords
  • creating new staff accounts
  • creating new student accounts
  • disabling redundant accounts.
 
     

If we detect problems on your server we will:
 
  • log an incident on your behalf in our CRM (Customer Relationship Management) system
  • alert you either via email or telephone (depending upon the impact and urgency of the incident)
  • work to rectify the problem according to our service level targets
  • manage any technical incidents picked up by our systems until resolution. Any liaison with third parties will be taken care of, and we will ensure you are kept informed of progress at all times.

Price…

The first server in each school is charged at £999 per year with a charge of £299 per year for each additional server.

Customer Request/Incident

We invite our customers to use our online form to quickly let us know if you have a request or an incident to report.

Submit details


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what people say…

  • The course answered all my questions but went far beyond my expectations. Very good value for money. I also appreciate the handbook.

    Margaret Carpenter, Longsands Academy

  • Everyone I deal with on the Helpline is helpful and patient especially understanding the pressures we're under. It's lovely to know we have an efficient team available when needed.

    Lynn Hilling, The Vine Primary School

  • All courses that I have attended are so helpful and are explained in terms that I can understand and I am not afraid to ask questions.

    Sarah Walker, Thorndown Primary School

  • Emma always explains what you need to do very clearly and is extremely helpful - Thank you

    Sue Scott, Alderman Payne Primary School

  • The Helpline are always great when I ring and try to sort the problem there and then at all times if possible. Great service.

    Paula Beeby, Coates Primary School

  • I attended a truly fantastic course which has really opened my eyes to how I can use SIMS to support my data analysis.

    Yasmin Trace, Hatton Park Primary School

  • I have been in this job over 10 years and find the team a comfort at times of stress over jobs that have gone wrong. They are a credit to the service.

    Rebecca Mack, Business Manager, The Fields CC

  • I always find the technical team extremely helpful and knowledgeable and very patient with whatever question you ask!

    Emily Lewney, Bar Hill Community Primary School

  • Thank you. The e-safety session was one of the best uses of time that I have had for a long while.

    E-Safety Course

  • I just wanted to let you know how happy we have been with a recent server installation at school. Great service and so prompt.

    Head, Abbots Ripton C of E Primary School

  • Very helpful, I like the way that The ICT Service can come on to the system remotely it saves so much time!

    Chris Cater, Cottenham Primary School

  • Our Technician always goes the extra mile for us. He understands our school needs and limitations. He is considered to be one of our school team.

    Primary School Headteacher

  • Lorraine on The ICT Service Helpline was very patient and friendly and seemed genuinely pleased to be helping me.

    Sheena Marsh, Sawtry Infant School

  • Really clear, easy to follow course with some great ideas.

    Sarah Dodsworth, Wisbech St Mary Primary School

  • ...really helplful during a very stressful time...

    Secondary School ICT Technician

  • I don't know what I would do without The ICT helpline. I have always found them to be friendly and supportive whenever I have called

    Primary School Secretary

  • The trainers was very happy to answer all questions so that we are able to use the system in the most effective way for our school

    Alison Rowbotham, The Weatheralls Primary School

  • I was given extremely clear and understandable instructions to help me find my way through difficulties.

    Sue Bardell, LLDD Team, CCC

  • Always helpful to guide me through the troubled waters of the Post 16 Census! I don't know how I would manage without them.

    Christine Bradshaw, St Ivo School

  • We have used The ICT Service now for many years, and have the highest praise for all the departments we deal with (we couldn’t live without our ICT technician or the helpdesk!).

    Weatheralls Primary School

  • I found the whole session incredibly useful. You gave us lots of useful resources to take back to school and even more to think about.

    E-Safety Course

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info@theictservice.org.uk

Tel:0300 300 0000