(See Staff Room for Login Details)
Please provide the following details:
Your Name
Your Login ID
Your Telephone Number
The School's Name (Westhoughton High School)
Room Number
Time when you're Available for us to visit
Impact - The number of users who are affected
Device - The name / description of the device with the issue.
Problem Description.
Example
Name: Boris Billybob
Login: Billybob-B
Tel: 01942 814122 / Ext: 209
School: Westhoughton High School
Room: B21
Availability: 12:10-13:10
Users Affected: 15
Device: Pupil PCs
Description: 15 users are unable to log on, when they try to it says they are logged on elsewhere and will automatically be logged off. 07B-Bezzelheim-C, 07C-Barnby-D, 07D-Bricker-E, 07E-Butters-F, 07F-Caret-G, 07G-Cornetto-H, 07H-Curmley-I, 07M-Dorrity-J, 07P-Desani-K, 07T-Ellen-L, 07W-Fernley-M, 07X-Glazer-N, 07X-Hallam-P, 07X-Jackson-R, 07X-Karlington-S.
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Password changes, Disk space requests, Internet blocking and other misc. requests should be entered as "Customer Care".
Users who are "already logged on elsewhere" and need logging off should be entered as "Admin Support". |
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| Prob Code |
Description |
Term Time |
Penalty Charge |
Response |
Guidance |
| E7D01 |
Local Area Network |
ED1 |
X |
15mins |
Network Switch failure |
| E7D02 |
Wide Area Network |
ED1 |
X |
15mins |
Access to services outside the school - this is the link and not external services |
| E7D03 |
Learning Platform |
ED1 |
X |
15mins |
Inability to logon to learning platform, inc OWA, SIMS, etc |
| E7D04 |
Pro-Active Major Incident |
ED1 |
|
15mins |
|
| E7D05 |
Pupil device - mobile (e.g. laptop) |
ED2 |
X |
20mins |
Machine failing to post/boot to logon screen |
| E7D06 |
Pupil device |
ED2 |
X |
20mins |
Machine failing to post/boot to logon screen |
| E7D09 |
Teacher/Admin Workstation |
ED3 |
X |
30mins |
Machine failing to post/boot to logon screen |
| E7D10 |
Teacher device - mobile (e.g. laptop) |
ED3 |
X |
30mins |
Machine failing to post/boot to logon screen |
| E7D11 |
Admin Device- mobile (e.g. laptop) |
ED3 |
X |
30mins |
Machine failing to post/boot to logon screen |
| E7D12 |
Digital Camera |
ED3 |
X |
30mins |
Hardware fault, not supporting driver install |
| E7D13 |
Scanner |
ED4 |
X |
45mins |
Hardware fault, not supporting driver install |
| E7D14 |
Teacher Communication Device (e.g. PDA) |
ED5 |
X |
1hrs |
Hardware fault, not supporting driver install |
| E7D15 |
Network Printer |
ED4 |
X |
45mins |
Physical hardware fault (e.g. Paper jam) or printer firmware fault |
| E7D16 |
Standalone Printer |
ED6 |
X |
2hrs |
Physical hardware fault (e.g Paper jam) only. |
| E7D17 |
Projection Eqpt |
ED5 |
X |
1hrs |
Physical hardware error, not consumables such as bulb etc |
| E7D18 |
Specialist Eqpt (Interactive tech) |
ED5 |
X |
1hrs |
Physical hardware error, not consumables |
| E7D19 |
Applications |
Priority Table |
|
Priority Table |
Any software bug inc. Windows, Office, Outlook, any other apps |
| E7D20 |
SIMS |
Priority Table |
|
Priority Table |
Apps errors in SIMS notSIMS down |
| E7D22 |
Admin Support |
Priority Table |
|
Priority Table |
Request for technical assistance, Installing consumables ED9(E.g. Toner), Training EDB |
| E7D23 |
Customer Care (Service Request) |
EDB |
|
60hrs |
New User Accounts |
| E7D24 |
RFC (Request For Change) |
EDC |
|
120hrs |
New Hardware/Software or Equipment Moves |
| E7D25 |
Linked Incident |
EDC |
|
120hrs |
|
| E7D30 |
Inappropiate Content Removal |
ED3 |
KPI |
30mins |
Adult Material, etc |
| E7D31 |
Data Restore |
EDA |
KPI |
48hrs |
Request to recover data from backups |
| E7D32 |
Citrix |
ED9 |
|
24hrs |
N/A |
| E7D33 |
Legacy System/Device |
EDC |
|
120hrs |
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| Priority Table (Device Available Incident) |
| Priority |
Call Type |
Description |
| High |
ED6 |
A "Device Available" incident which adversely affects productivity of user, achieved within 2 hours. |
| Medium |
ED9 |
A "Device Available" incident which inconveniences user, achieved within 2 days. |
| Low |
EDB |
Service Request/Customer Care, e.g. creation of distribution lists, achieved within 5 days. |
| Scheduled |
ED8 |
A "Device Available" incident which relates to administrative requests (e.g. user setup), achieved within 1 day. |
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| Call Types (Response Times for Interim Service) |
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|
| |
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Response Time |
|
|
|
| Call Type |
Description |
Hrs |
Mins |
|
|
| ED1 |
BSF Blackburn Priority 1 |
0 |
15 |
|
|
| ED2 |
BSF Blackburn Priority 2 |
0 |
20 |
|
|
| ED3 |
BSF Blackburn Priority 3 |
0 |
30 |
|
|
| ED4 |
BSF Blackburn Priority 4 |
0 |
45 |
|
|
| ED5 |
BSF Blackburn Priority 5 |
1 |
0 |
|
|
| ED6 |
BSF Blackburn Priority 6 |
2 |
0 |
|
|
| ED7 |
BSF Blackburn Priority 7 |
3 |
0 |
|
|
| ED8 |
BSF Blackburn Priority 8 |
12 |
0 |
|
|
| ED9 |
BSF Blackburn Priority 9 |
24 |
0 |
|
|
| EDA |
BSF Blackburn Priority 10 |
48 |
0 |
|
|
| EDB |
BSF Blackburn Priority 11 |
60 |
0 |
|
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| EDC |
BSF Blackburn Priority 12 |
120 |
0 |
|
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