Top Up Telephone Support (TUTS)

Top Up telephone Support (TUTS) enables LAs who normally support their schools on a day to day basis to use the SIMS Service Desk at Bedford for their additional telephone support on the whole SIMS suite or just specialist areas, such as timetabling or assessment.

TUTS Offers:

1. Personalised Dedicated Contact Number
2. First Line Call Resolution and Specialist Resolution Teams
3. Customer Facility to Log, Track and Update Cases over the web
4. Searchable Knowledge Management over the web
5. Statistics on Usage of the Services on a agreed basis and format
6. 3 months, 6 months or 1 year contracts available
7. Three specialist Areas or full access
8. Measurable performance Surveys for Customer Satisfaction

Why would LAs want TUTS?

1. Unable to find the resource to support certain SIMS modules
2. Allow Local Support Unit staff to concentrate on school visits and training
3. Capita ES to handle by telephone, then refer to the LA if a site visit is required

What options are available?
We offer the following 3 options for additional telephone support:

1. TUTS for the whole SIMS Suite
2. TUTS for specified areas (for example timetabling or assessment)
3. First Tier calls for LAs, resolving them at the first call where possible

What are the costs?

Full Support

Module Support (defined in system areas)