Service Charter

Committed to excellence

Our Mandate

Deliver innovative, inclusive technology solutions.

Support Structure

Tiered help from school admins to our HelpDesk.

Resolution Times

Clear targets for bug fixes and new requests.

Service Standards

Committed to prompt, courteous assistance.

Service Charter

Welcome to the eduSYMS Service Charter. We are dedicated to providing exceptional support to schools, students, and parents through our cutting-edge educational technology solutions.

Our Mandate

“To provide tailor-made seamless computer software geared towards effective school management, e-learning, and sustainable inclusive education in line with the country’s National Development Plans and other policy guidelines.”

Objectives

  • Provide a reliable and efficient support system for all users of the SiMS.
  • Ensure prompt and effective resolution of any issues or concerns.
  • Maintain a high level of customer satisfaction.

Support Structure

First Level Support

Provided by School Administrators and Heads of Departments (HODs):

  • Assist users with basic troubleshooting and system usage.
  • Address common issues and provide guidance on system functionalities.
  • Escalate unresolved issues to Second Level Support.

Second Level Support

Provided by eduSYMS Technology Solutions HelpDesk:

  • Provide advanced technical support and resolve complex issues.
  • Liaise with First Level Support to gather detailed information.
  • Implement necessary system changes to prevent recurrence of issues.

Issues and Resolution Times

  • Bugs/Errors: Resolved within 12 hours.
  • Feature Changes: Completed within 7 working days.
  • New Requests: Addressed within 14 working days.
  • User Support: Managed by First and Second Level Support.

Service Standards

User Responsibilities

  • Provide detailed information about the issue to the support team.
  • Follow guidance provided by the support team.
  • Report issues promptly to minimize disruption.
  • Attend training sessions as needed.

Our Commitment to You

  • Respond to queries promptly and professionally.
  • Provide ongoing improvements to our software.
  • Collaborate closely with clients to solve problems efficiently.
  • Involve clients in decision-making through feedback.

Contact Information

For support, please contact: