Concero Education - MIS Support Information

Modified on Fri, 18 Oct at 12:02 PM

Thank you for choosing Concero MIS Support

Thank you for choosing to use us as your chosen Arbor support provider. We would like to let you know a few details regarding the support which you have signed up for.

This is to ensure that your request is heard and can be resolved in a quick and efficient manner.

Opening Hours

Our helpdesk is open between 7:30am - 5pm on Mondays to Fridays (excluding public holidays). Feel free to log a ticket outside of these hours via our ortal, so they are ready for our team to work on within the opening hours.

Method of submitting a ticket	Availability	How to use
Help Desk Portal	24/7 access	Simply visit help.concero.education
Phone	7:30am to 5pm Monday to Friday	03302368511 for education

On both methods, you will be given a unique ticket ID which we can use to locate your request if it requires following up.

Priorities

This is a general overview to how MIS tickets will be triaged. Concero will take into consideration other circumstances which require a ticket to be reclassified to a higher priority.

	Low	Medium	High	Urgent
Impact of issue reported	- Simple requests, noone immediately affected - this is usually proactive action on our part for your Arbor system. - API/Sync setup	- An individual is affected from doing their role. - Report creation support. - Assessments support.	- Many MIS users affected, and an alternative solution cannot be found. - Census queries (on census day)	- MIS System outage - Safeguarding incident - Data security incident
Target response time	Up to 8 working hours	Up to 4 working hours	Up to 2 working hours	Up to 1 working hour
Target resolution time	Up to 80 working hours	Up to 40 working hours	Up to 16 working hours	Up to 8 working hours

What can Concero not help with/control

Issue	What we can do to help
Availability of Arbor MIS	We can't control whether Arbor is working if their servers are not functional, or they are having an outage centrally. Information on whether there is an outage can be found on the Arbor Status Page.
Anyone that is not a paid employee, registered volunteer (including governors/directors), student of the establishment with an SLA with us.	Our contract is with the school, and therefore we can only support direct representatives of the school.