How can I request support?

PKAT IT Services operate a ticket system which helps and supports our users. With multiple different issues logged day to day from our customers, it is a vital system that helps us priorities our support to ensure that everyone's issues are resolved, as soon as possible.

Our service desk operates between 8:15am and 4:15pm, Monday to Thursday - with Friday times being from 8:15am to 3:45pm.

How to submit a Ticket.

Email at servicedesk@pkat.co.uk - Access 8:15am 4:15pm

• Send us an email explaining the issue you’re experiencing and when you see it. 

• Due to data protection laws; to keep your school safe, we can only accept emails from your school domain 

- Please do not use a personal email address. We can continue the conversation over email or arrange a time to call you. 

Telephone 01733 843484 - Access 8:15am - 4:15pm 

• Our service desk will answer your call, depending on severity and get to work on the problem.    

• If we can’t fix the problem in a matter of minutes, then we will either log it on help desk and get one of the technicians to solve the problem as and when or we can agree on the best time to call you back to walk you through the issue step by step. 

Visit the Support Portal at https://pkat-itservices.freshdesk.com - Access 24/7

• Our support portal contacts useful guides and resources in our ever-growing knowledge base and the ability to log support tickets along with tracking previously logged issues. The portal is accessible 24 hours a day, 7 days a week; incidents logged on the portal outside our working hours will be deal with on the next working day.

Once you have logged a ticket, it will be put into a priority queue for a designated resolution time (within business hours)

Low - this is a simple request. Noone is immediately affected. Response is normally within 8 hours after ticket was submitted. However, Resolution of the issue would take up to 3 days to solve. (business working hours) 

Medium - this limits a small number of users or functions affected by this. However, operation can continue as per usual. Response is within 4 hours after submitting the ticket. However, Resolution is within 1.5 days to solve. (business working hours)

High - this affects a wider number of personnel or critical functions. Response from submission of ticket is within 2 hours. The resolution for this would be within 16 hours (business working hours) 

URGENT - this is when everyone is affected by this and cannot perform their job/tasks. Response this will be checked 1 hour after submission. The resolution for this would be within 1 - 6 hours.