Support: 01527 359999 | General Enquiries: 01527 376003 | Part of Our Lady of Lourdes Catholic MAC

Getting help is easy.

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 (see below table)

Whether you use Email, Phone, Live Chat or our Portal, all your issues are put in as a ticket, and you will get emailed updates to let you know where we are. You can also login to the help desk to check your ticket status.

Help Desk Portal

Our help desk is the place to go to log tickets, check tickets status and more.

Visit our help desk portal now

01527 359 999

Our phone lines are open 8am - 5pm in term time and 9am - 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

Self help articles

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

Lourdes IT Customer Help Desk Portal

Our help desk is the place to go to log all your tickets, and check the status of your existing tickets. You can access it by visiting https://help.lourdesIT.org.uk in or out of school.

The account you use to access the helpdesk is different to any other accounts you may user for school. You use your school email and the password you set to login.

How to write a good ticket

Including all the information we need in a ticket helps us get your issues fixed sooner.

  • Include a screenshot or the text from error messages
  • Check our status page for any known issues
  • Let us know what you were doing, and how we can possibly replicate the issue again
  • Tell us the name of the device you are using, these are on stickers on each device. If you cannot find this, then please ensure we know the exact location.
  • Let us know when you are free to talk on the phone or meet up to discuss the issue if needed. Sometimes it's easier to talk face to face!
  • Let us know if you don't need our help anymore

Out of hours support

When issues occur outside of our business hours you can still log tickets via email or our help desk
We also update our Status Page which users can visit and subscribe to, to get email alerts.

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.