Support: 01527 359999 | General Enquiries: 01527 376003 | Help Desk | Status Page

01527 359 999

Our phone lines are open 7.30am - 5pm in term time and 8am - 5pm in the holidays

Live Chat

You can access our live chat on our portal homepage between 9am & 4pm

Email us

Log your issue straight into our help desk via email to help@lourdesIT.org.uk

Help Desk Portal

Create, update and view your tickets
Visit our help desk portal now

Self help articles

There are many self help articles on our help portal - search to find your answer

Out of hours support

You can still log tickets via email or our help desk
You can also check our Status Page for updates

Easy to access Support

We are here to help when you need us, and we have a range of ways to contact us to ensure you get the help you need.

Every issue you log with us is a ticket – we work through these tickets based on their priority, as set by our Service Level Agreements with schools.

However you request help, please provide us with as much information as possible so we can help you as quickly as possible. Screenshots, error messages, locations and more all help!

Please remember to check with your School that you have a valid Lourdes IT SLA.

Parents –please note we can only support you if you have a device scheme laptop. For all other support requests your child must log a request.

Staff – We may need to ask you to verify your identity if you don’t contact us via a school email address. You can set a passphrase for when you can’t do this in our Help Desk

How we process your tickets

We are committed to meeting our SLA targets 96% of the time.

Tiers

Affecting/Impact

Target Response

Target Resolution

Urgent

  • Issues are related to the safeguarding of students and staff
  • Issues affect the security or reliability of the network
  • Issue affect whole school access

30 minutes

1 hour

High

  • Issues affect teaching and learning for a whole class, or significant proportion of users or lesson.
  • Issues affect an event

1 hour

2 hours

Medium

  • ·Issues affect an individual’s ability to perform their role (and the issue doesn’t fit into the above categories.)
  • Issue affecting individual student

1 Business day

3 Business days

Low

  • Team created tickets, or feature requests (and doesn’t fall into the above categories)

1 week

None

Open

The ticket is being worked on or is awaiting someone to pick it up. Our SLA timers are on for this status.

Pending

This status is only used in busy periods, when we have picked up a ticket, and we are awaiting someone to work on it. Our SLA timers are on for this status.

Resolved

When marked as resolved, we believe we have completed the ticket and resolved the issue. Once marked as resolved, we will not look at the ticket again unless it is re-opened

Waiting on customer

We manually set this status when we have been awaiting a response on a ticket. It sends a reminder email to the client and pauses the SLA timers whilst we await the response.

Waiting on third party

Sometimes we need to await third party support or contractors – if we are waiting for their reply, we use this status which also pauses the SLA timers, as the response times of third parties are beyond our control

Waiting for site visit

This status is used when we are not scheduled to be onsite, and a ticket requires us to be onsite. It pauses SLA timers, as we can only visit site on contracted days.

Escalated

Denoting a ticket has been assigned to a higher tier. Our SLA timers are on for this status.

SLA FAQ

Who sets the tier of a ticket?

Lourdes IT staff set the tier of the ticket, following the SLA. Whilst staff can set an initial tier on submission of a ticket, this will be reviewed by the Lourdes IT staff.

You can request we look at again at the assigned tier, if we are unaware of the issues impact, however we may not change the tier. Ultimately, our aim is to resolve any issues as quickly as possible.

My ticket has been escalated, what does this mean?

We will escalate tickets between the tiers of support within our help desk (1st, 2nd, 3rd) as and when required. This could be due the complexity of an issue, or it could be due to internal procedures requiring certain tasks to be completed at a certain level. Escalation can mean the ticket may take longer to resolve due to its complexity – however it can also mean it may get resolved faster as the higher tier may already know the answer!

Do you just resolve tickets for better figures?

No. If a ticket gets resolved/closed and is then re-opened it counts as a re-opened ticket. We monitor the percentage of these internally and would react to stop this number growing. In addition, all SLA timers restart if the ticket is re-opened, so doing this would not help our figures.