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.
Support hours
Monday to Friday from 8:00am to 5:30pm (excluding bank holidays).
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.
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.
A popular option for any school looking to get the most out of SIMS
Ideal for schools looking to take their use of SIMS to new levels
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