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 |
|
30 minutes |
1 hour |
|
|
High |
|
1 hour |
2 hours |
|
|
Medium |
|
1 Business day |
3 Business days |
|
|
Low |
|
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.