A continuous multi-year programme of customer driven innovation, designed to add-value to your investment in SIMS. Discover the next generation of school MIS.

SIMS Next Gen

SIMS Support

Our school MIS support packages go above and beyond reactive problem solving to give you everything you need to get the most out of SIMS for your school. All at prices designed to reduce your support costs by up to 50%.

Choose the level of support that’s right for you, including our popular Advanced package or - when you’re looking to take your school’s use of SIMS to new levels - our Complete package.

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Unlock your school's potential with SIMS support

Benefit from tailored leadership briefings and seamless onboarding support for new users.

Rapid support and resolutions from experts

Quick answers from expert support teams. For complex issues, the product teams ensure rapid resolution.

Achieve your goals with SIMS Professional Services

Our professional services team is ready to help align SIMS capabilities with your school's specific ambitions.

Choose the right SIMS & FMS Support package for you

Discover the variety of support services offered by SIMS to ensure you get the most out of your school management information system. See how each service level caters to the needs of your school, providing everything from quick answers to complex issue resolution, tailored training sessions, and dedicated account management. Find the perfect support solution to keep your SIMS running smoothly and efficiently.

Advanced

A popular option for any school looking to get the most out of SIMS

Included in the plan

  • Service Desk - case logging & resolution
  • 24/7 Online case visibility & Knowledge Base
  • 24/7 online resource - e.g. videos, tips
  • 'How to' guides & information sent to you
  • Termly best practice sessions
  • Termly school improvement sessions
  • SIMS inductions for new staff

Complete

Ideal for schools looking to take their use of SIMS to new levels

Included in the plan

  • Service Desk - case logging & resolution
  • 24/7 Online case visibility & Knowledge Base
  • 24/7 online resource - e.g. videos, tips
  • 'How to' guides & information sent to you
  • Termly best practice sessions
  • Termly school improvement sessions
  • SIMS inductions for new staff
  • SIMS task completion
  • SIMS consultancy

Advanced

A popular option for any school looking to get the most out of SIMS

Complete

Ideal for schools looking to take their use of SIMS to new levels

Service Desk - case logging & resolution

Expert help when you need it with direct access to 1st and 2nd Line support via email, customer portal and telephone during office hours. 

Underpinned by a market-leading Service Level Agreement (SLA) with specific response and resolution times, your agreement covers core and additional SIMS Software and SIMS Next Gen as well as FMS. 

In the event that your issue cannot be resolved via email or over the telephone, your support agent will lead a remote access session.  If an issue, software bug or the availability/performance of SIMS cannot be resolved by our 1st/2nd line teams, your case will be escalated to our in-house experts - SIMS Service Operations, Product and/or Development. 

Behind the scenes, we will keep disruption to a minimum in the event of a service outage, with our dedicated Major Incident Team on hand to respond 24x7.

24/7 Online case visibility & Knowledge Base

Search for a solution to your issue on our knowledge base and see your case history, tracked updates, identified owners and clearly defined next steps in our Case Management Portal. All cases are managed through our enterprise-leading ServiceNow ITSM platform.

24/7 online resource - e.g. videos, tips

Get the most out of SIMS with expert tips, best practice guidance, videos, webinars  and other useful content  available 24/7 via our online Customer Success Resource Hub. 

'How to' guides & information sent to you

Reduce the time taken to complete key activities such as the School Census with guides and key educational updates proactively provided for you at the appropriate time from the Customer Success Management team.

Termly best practice sessions

Drive best practice and use of SIMS with guidance provided by your dedicated Customer Success Management Team. 

Up to 1 hour session per term.

Termly school improvement sessions

Align your use of SIMS to support delivery of your School Improvement Plan. Your Customer Success Team will work with your Senior Leaders  to identify how SIMS can support your School Improvement initiatives. 

Up to 2 hour session per term.

SIMS inductions for new staff

Get new users up and running quickly with welcome sessions providing a high-level overview of SIMS functionality, tailored by specific job roles. 

Up to 1 hour session per half term.

SIMS task completion

Get an extra pair of hands. A SIMS expert will carry out key tasks and processes remotely or onsite for you. For example, these sessions could be used to carry out key procedures such as applying SIMS releases or patches, completing end-of-year processes, data entry, housekeeping and technical health checks. 

Up to 1 half day session per term. 

SIMS consultancy

Maximise your use of SIMS. Book the time of a SIMS Software Consultant, to deliver remote support, consultancy or training, to meet your schools requirements for SIMS. 

Up to 4 x half-day sessions each academic year.

For information on all of our available Support packages, including Foundation, please click here

Let’s talk about how you can move to SIMS Support and start saving today.

Complete the form and one of our team will be in touch to discuss how we can support your establishment.

 

Our market-leading Service Level Agreement (SLA) ensures we deliver great customer service.

Priority

Contact Method

SLA Response Time

Resolution Time
1  Critical - entire system failure impacting all users Phone 30 seconds 75% within 60 minutes 90% within 120 minutes
Portal / Email Immediate escalation and Analyst response withing 20 minutes
2  High – key system failure with no workaround available, impacting some users or one part of the system Phone 30 seconds 75% within 120 minutes 90% within 6 hours
Portal / Email Analyst response within 20 minutes
3  Medium – an issue causing impact but a workaround is available or only some users or records are affected Phone 30 seconds 50% within 2 working hours 90% within 8 working hours
Portal / Email Analyst response within 2 hour
4  Low - system usage assistance or guidance is required Phone 30 seconds 50% within 6 working hours 90% within 8 working hours
Portal / Email Analyst response within 6 working hours

Notes

  • 'Response' means initial contact from ESS regarding your case via email or telephone.
  • 'Resolution' means a solution is offered. If a visit is required, then the case will be put into 'a state of wait' until the visit has been carried out.