RM Integris Renewal for Barnet Schools 2013 - RM plc

Accessibility
We offer comprehensive technical support on the use of the Integris G2 product range through
the working hours of 8:30am – 5:00pm Monday to Friday except public holidays and the
inclusive period between Christmas and New Year.
Within these hours of service our team of Support Consultants are available to answer your
queries via telephone, e-mail or via our on line call logging system. We will always aim to
respond by your preferred method of communication.
For all queries encountered outside of our operating hours we would recommend that these be
escalated to us via e-mail . We will then respond to them as a priority at the start of the next
business day.
Location
The support service provides remote technical assistance to all customers in possession of a
valid support agreement. An annual support agreement entitles the customer to contact the
Support team during that period using any of the aforementioned communication methods.
We offer first line support to all directly supported schools.
The technologies used in the development of Integris G2 offer the Support team extended remote
services, significantly reducing the need for consultants to diagnose queries on site and thus,
keeping resolution times to a minimum. In the unlikely event that a site visit is necessary, this
would be agreed at the discretion of RM and in consultation with the customer.
Provision
The support department at RM is an established team of product specialists. The operational
duties of the team and the progression of customer queries is the overall responsibility of the
Senior Support Consultant. These responsibilities include the allocation and progression of calls,
monitoring of outstanding queries, deployment of staff for 1 st line support/investigative duties
as well as providing technical leadership and direction to the team.
The Integris G2 product suite brings together the many facets of management information into
one overall solution at both school and LEA level. For every functional area the RM Support
Team offers technical advice and assistance in the following key areas:
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