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: