EIS Weekly Update – 8 November 18

 

Welcome to your weekly EIS Bulletin! 

 

We appreciate how busy your inbox can become, so EIS will only send out Support, Training & News messages every Thursday. 

If there is something critical that our customers need to know immediately, we will of course send a message straightaway –

that way you will know the EIS email needs urgent action.

 

Below we have summarised what is new this week… if you have any queries, please get in touch!

 

 

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Hot Off The Press!

Trusted Email Address for EIS Support

As EIS have moved to a new service desk tool to record your queries and enquiries you would probably have noticed that emails are coming from a different email address for any communication that is coming from EIS teams. To ensure that you continue to receive these emails please ensure the email address cantium@service-now.com is trusted.

 

Support Portal

We would also like to remind people that there is a wealth of information on our support portal which can be accessed from the EIS website https://www.eisit.uk/ (then click on the support button). Here you can find articles and notices to help with a range of issues, and is always a good starting point for any problems you may have.

 

EIS Connect

We would also like to remind customers about the use of EIS connect when we have to remote onto your computer. This is the main way that we can help fix issues quickly, and as they say- ‘a picture is worth a thousand words!’ The programme works best in internet explorer and doesn’t work in google chrome. In order for it to work please can you make sure that the EIS connect web address (https://connect.eisit.uk) is not blocked in your school so that you are able to use this tool, and for us to help you.

 

Continuing SIMS Support

The SIMS team are working hard to ensure that all our schools and customers are getting a timely response within their SLA.

The beginning of the school year, and term 1 in particular, is always a busy one and this year is no different. Currently we are resolving 70% of our calls within 48 hours and we resolved 99% of calls in October within the SLA, and we will continue to work on delivering a high quality service for schools we support.

 

 

For further information and to get in touch:

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