Products and Licences
Connectivity
Safeguarding
Cyber Security
Cloud & StaffMail Migration
Classroom Resources
Telephone Support and Contact Us
Technical Support for the products below:
- USO
- StaffMail
- Firewall Queries
- Free School Me
- DNS Enquiries
- Internet Outages
- Google Data Sync
- Microsoft Data Sync
- myUSO
- USO-FX
- WebScreen
- LGfL VoIP
- Remote Access
- MailProtect
- Mail Relay
- MIPS
Call 0208 2555 555 (Option 3)
For anything else
Call 0208 408 4455
SLAs
LGfL defines our ticket priorities and target response times as follows
A Service Failure which:
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constitutes a loss of Service for all or more than 50% of Customers;
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has a critical impact on the activities of all or more than 50% of Customers;
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may or does cause significant financial loss or disruption to all or more than 50% of Customers; or
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results in any material loss, disclosure or corruption of Customer Data or Safeguarding Concern
A Service Failure which:
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constitutes a loss of Service for one or a small number of Customers (e.g. within the same locale);
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has a material (but not critical) adverse impact on the activities of more than one or a small number of Customers;
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may or does cause financial loss or disruption to a Customer; or
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may expose Customer Data to loss, disclosure or corruption if not resolved within the target resolution time
A Service Failure which has an adverse impact on the activities of one or a small number of Customers for which appropriate work arounds can be established to reduce that impact provided that there is no risk of:
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financial loss or disruption for Customers; or
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loss, disclosure or corruption of Customer Data
A Service Failure which only has a minor adverse impact on the Services or for which reasonable work arounds are available, provided that there is no risk of:
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financial loss or disruption for Customers; or
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loss, disclosure or corruption of Customer Data
