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Support relationships will differ from school to school. Smaller schools often have little or no recourse to a dedicated technician and tend to require a fairly 'hands on' support approach to common network management tasks, as well as any problems that might arise. Large schools tend to favour more distanced assistance for the school's own support staff, who are usually well capable of dealing with most problems for themselves. Whatever your requirements are RedFox can provide a support package as part of a SchoolSuite solution that will meet your needs and help keep the network running smoothly. Telephone Support Available 9.00 am to 5.30pm Monday to Friday providing general advice, problem escalation and troubleshooting for all aspects of the curriculum network. Remote Support Remote access to the network is an invaluable support tool that is available to customers with support agreements and the necessary resources. In most cases the only resource required is the provision of an IP address that provides network address translation via port 3389 to the SchoolSuite server; this will allow RedFox support staff to establish a Remote Desktop connection to the server. Alternatively, in cases where a dedicated IP address can not be provided, on-line services such as LogMeIn, can be used just as effectively as a Remote Desktop connection. The Remote Tutor component can also be used to provide remote support via, a VPN or a dedicated modem located near the SchoolSuite server. On-Site Support Our support agreements usually include a provision for a set number of On-Site Support days per annum, for problem resolution or additional support as required. These days are completely flexible and can be called upon as required or may be suggested by our support staff in response to a support request. On-Site days can be booked during term time or school holidays, but evening, weekend or bank holiday work are subject to additional cost on a per incident basis. On-Line Support Our support services include extended access to the resources contained in this web site only accessible to SchoolSuite customers. These additional resources include walk through videos (that can guide you through complex or unusual tasks), a download area containing all the latest software updates and information about them, a knowledgebase with answers to frequently asked questions and a user support forum. |
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