Welcome to the
Education Support Centre UK

A trusted, affordable Shared
Service for Microsoft Support

The ESC is a dedicated resource providing expert, affordable and effective frontline technical help and advice on Microsoft’s technologies to the Education and Charities Sector. ESC supports all Microsoft software including O365; Cloud; System Centre; Lync; Windows Servers; Exchange; Virtual; Desktop Technologies and many more. We work with you, sharing our experience and skills, continuously improving our technical knowledge to ensure that we deliver the right support to you.

Learn more about us
What We Do
A TRUSTED, AFFORDABLE SHARED SERVICE
FOR MICROSOFT SUPPORT
Flexible Support

ESC supports All Microsoft Software - from the Cloud to the Desktop, whatever your IT issue – the ESC is here to help. The ESC routinely deals with issues from complex server failures to simple requests requiring advice and best practice documentation. If you are running older systems the ESC provides support on a ‘reasonable efforts’ basis.

Comprehensive Support

ESC support covers all Microsoft software, The ESC clears over 50% of its calls within 5 working days - 4 out of 5 calls are resolved internally. The remainder are resolved using the ESC’s discretionary escalation channels at no extra cost to you. Our dedicated team undergo continuous professional training to keep up with the very latest Microsoft technology and software. All ESC staff are trained in current security best practices.

Experienced Support

Created by Microsoft in 2004 the ESC has over 10 years of experience providing break-fix support to the Education sector. Our customers include schools, colleges, universities and training institutions throughout the UK and the Republic of Ireland. We have a 98% customer satisfaction rating.

Escalation Support

Our Engineers have direct channels to HP and Microsoft in order to escalate your problem to the highest level should the situation require it. When we escalate your issue beyond the ESC, to HP or Microsoft, we facilitate and supervise your call to ensure that you get the result that you need to resolve your issue. 4 out of 5 ESC calls are resolved internally. The remainder are resolved using the ESC’s escalation channels at no extra cost. This includes an escalation channel for O365 issues. We do not drop a call if it is 'difficult' or ‘time consuming’ – we pursue a fix - our watch list has had calls where we have chased Microsoft for over a year to provide a fix.

Cost Effective Support

Every minute your staff spend dealing with IT issues outside of their core job role has a direct effect. We minimise that time, save you money and improve the skillset available to you. As a not-for-profit ESC prices are low, our published price list enables you to easily see how much you would pay for a year, with no hidden extras. The ESC assists with keeping your critical backend services running and keeping your systems available, productive and secure.

Collaborative Support

You can rest assured that no IT related issues will hinder your ability to continue with your work. Being based within education (hosted by Nottingham Trent University), we are uniquely placed to understand the issues you face, giving you the knowledge and reassurance that there is always someone available to you in times of technical difficulties. ESC Engineers work with your teams, providing step-by-step solutions to resolve problems and enhance knowledge transfer to your Engineers, ESC Engineers understand that the nature of the support you need will change, through continuous training we ensure that our skills match your needs.

A trusted,
affordable
Shared Service
for Microsoft
Support

6548

Calls Resolved

1001

Calls Escalated

98

Customer Satisfaction %

1375

Satisfied Customers

Recent Case Studies


Students without WIFI

Exeter University

Office 365

Blackburn College

Exchange Warning

Lewisham College

Staff email stopped working

Greenford High School

Students unable to log-on

Ealing Hammersmith & West London College

2017 Price List

ESC UK
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Technology

ESC supports all Microsoft software including O365; Cloud; System Centre; Lync; Server; Exchange; Desktop Technologies and many more.

O365 & Cloud

The Cloud has changed things, but there will always be issues and problems to solve. The value of your infrastructure remains constant because your infrastructure supports the Cloud. The Cloud is everywhere. Whether you’ve chosen public, private, or hybrid Cloud option, the ESC can help.

The ESC provides advanced support for your Office 365 environment by harnessing our relationship with Microsoft Support.

Utilising this enhanced support, the ESC can offer -

- Better response times for your Cloud related issues.
- Escalation of calls that you have raised via the O365 portal.
- Access to Microsoft resources to assist with Cloud related break-fix issues.
- Escalation of your issue with the advanced support team.
- Assistance with issues for servers hosted in the Azure datacentres.

The ESC provides support for all Microsoft products covered by Campus and Select agreements, including legacy software on a ‘reasonable efforts’ basis. We support our customers with a wide range of advice, from best practice documentation to more complex issues.

“I count the decision to subscribe to ESCUK technical support among my top three IT management decisions in over 30 years of working with technology in education. ESCuk provides the mission critical deep and broad expertise that is essential for business continuity - this has never been more valuable than in the current era when technology is changing faster than ever before and we rely completely upon IT to function”.

Ealing, Hammersmith and West London College.

Support Includes, but is not restricted to:-

  • Azure;
  • O365.

The ESC also supports, on a ‘reasonable efforts’ basis, products no longer within the Microsoft support cycle.


System Centre

The ESC provides support across all of the System Centre toolsets and has provided solutions from SCDPM back-up and SCOM monitoring issues to problems with SCVMM clustered Hyper-V server farms and complex deployment and patching issues with SCCM.

With the current demand for large campus deployments and private and public Cloud solutions, it is now more important than ever that your systems are running smoothly and securely. The system centre suite of products from Microsoft is designed to help deploy, maintain and secure your infrastructure and services.

The System Centre suite provides an institution with tools to monitor, backup and make highly available both local and Hybrid Cloud environments.

The ESC can provide support across the whole infrastructure.

“We have had to call on ESC on a few occasions for assistance and advice with technical issues. ESC have responded promptly, with professionalism and technical skills apt to successfully find solutions when we needed their support. The technical staff could relate to our specific scenarios and did all they could to provide a solution showing patience throughout”.

University of Huddersfield.

Support Includes, but is not restricted to -

System Centre

  • Essentials.
  • SCCM - Configuration Manager.
  • SCDPM - Data Protection Manager.
  • SCOM - Operations Manager.
  • SCUP - Updates Publisher.
  • SCVMM - Virtual Machine Manager.
  • System Centre Service Manager 2010.

Security

  • Forefront Unfied Access Gateway 2010.
  • FIM - Forefront Identity Manager.

Forefront

  • TMG - Threat Management Gateway.

The ESC also supports, on a ‘reasonable efforts’ basis, products no longer within the Microsoft support cycle.

Server & Desktop

The ESC supports all of the current Microsoft Server and Desktop Technologies, and has helped customers with issues across the full range of Microsoft solutions and beyond.

ESC engineers, working with your onsite teams, can quickly diagnose and remediate issues with your onsite infrastructure servers; mail systems; collaboration software; and your Azure based Cloud solutions, keeping you productive and secure.

Every minute your staff spend dealing with I.T. issues outside of their core job role has a direct effect. Our ESC support engineers minimise that time, save you money and improve the skill set available to you.

"After trawling through forums we tried various fixes but could not nail down the issue so contacted ESC as our escalation partner. ESC responded carefully and diligently and were able to promptly diagnose and suggest a fix, which resolved the issue. We have In-House ICT Specialists, but ESC are invaluable as a fourth line / advanced escalation path for when we are unable to resolve issues ourselves”.

Edutrust Academies Charitable Trust.

Support Includes, but is not restricted to:-

Desktop

  • Windows 10; Windows 8; Windows 7; XP;
  • Office 2016 apps; Office 2013 apps;
  • Office 2010 apps; Office 2007 apps;
  • Office 2003 apps.

IIS - Internet Information Services

  • Version 6.0 – 10.0

Infrastructure Services

  • WSUS - Windows Server Update Services;
  • Group Policy; DNS; Active Directory.
  • AGPM Advanced Group Policy Management Console;

Server

  • Server 2016; Server 2012 r2; Server 2012;
  • Server 2008 r2; Server 2008; Server 2003;

SQL

  • SQL Server 2016; Server 2014; Server 2012; Server 2008 r2;
  • Server 2008; Server 2005.

Virtualisation

  • Hyper-V Server.

The ESC also supports, on a ‘reasonable efforts’ basis, products no longer within the Microsoft support cycle.


Unified Comms

The ESC supports all current Microsoft collaboration solutions, from Skype and Exchange, to collaborative document libraries and wikis in SharePoint, both on premise and online.

Unified Comms and Communications Technologies facilitate collaboration across institutions, from simple email to more complex SharePoint environments. The ESC’s excellent service supports a wide variety of infrastructures, from single server environments to multi-campus farm deployments.

With the current demand for online presence and social media in the education community, Unified Communications Solutions have become more mission critical than ever.

With support from the ESC you can keep your collaboration infrastructure running smoothly and remediate any issue quickly, keeping your workforce and student base connected and productive.

“We have been working with ESC for a number of years now and appreciate the experience they bring to finding solutions. Communication is clear and concise, risk levels are always carefully evaluated, instructions are clear and well explained and escalation when required is quick and pro-active”.

Institute of Technology Blanchardstown.

Support Includes, but is not restricted to -

Unified Comms

  • Lync; Skype for Business.

Exchange

  • Exchange 2016; Exchange 2013; Exchange 2010; Exchange 2007.

Sharepoint

  • Sharepoint 2013; Sharepoint 2010; Sharepoint 2007.

The ESC also supports, on a ‘reasonable efforts’ basis, products no longer within the Microsoft support cycle.

don't take our word for it


Band A
£7,725.00 +VAT
1,500+ FTE Staff
1 Contract Contact
4 Technical User
Unlimited Delegated Users
Includes Escalation
Band B
£6,625.00 +VAT
500 - 1,499 FTE Staff
1 Contract Contact
3 Technical User
Unlimited Delegated Users
Includes Escalation
Band C
£5,525.00 +VAT
0 - 499 FTE Staff
1 Contract Contact
2 Technical User
Unlimited Delegated Users
Includes Escalation
12 Incident Pack
£4,700.00 +VAT
12 Calls / Incidents
1 Contract Contact
3 Technical User
Unlimited Delegated Users
Includes Escalation
6 Incident Pack
£2,925.00 +VAT
6 Calls / Incidents
1 Contract Contact
2 Technical User
Unlimited Delegated Users
Includes Escalation
Trial Call
£545.00 +VAT
1 Call / Incident
1 Contract Contact
2 Technical User
Unlimited Delegated Users
Includes Escalation

We do not differentiate between the type of contract and will not compromise the quality or amount of support you receive - we value all of our customers and will always guarantee top of the line support.

All ESC contracts include discretionary escalation at no extra cost.

Level 2. A response within two hours is available for high impact technical issues.
Level 3. The standard service level for an initial response to your technical query is four hours.
Level 4. General queries will be responded to within one working day.

The service level will be set by agreement between the technician and the customer in all instances.

Support is delivered via phone, email and web. The ESC is able to escalate your call allowing you the benefit of having your problem passed to the highest level of expertise. The ESC can also assist on products no longer covered by Microsoft on a 'reasonable efforts' basis.

The ESC service covers all Microsoft software covered by Campus or Select agreements (excluding Games & Coding).

Take the ESC out for a test drive with a no-obligation trial call. By taking out a single incident call you will get to sample the high quality support service that the ESC provides to all our customers.

Several institutions have trialled the service and were so happy with the service that they took out full contracts with the ESC.

For a small fixed fee you may open a support call with the ESC at any point over the next twelve months. After this trial, you will be under no obligation to sign up with the ESC. If, however, you do wish to sign up for our service, the ESC will deduct this charge from the cost of a support contract. This applies to FTE contracts only (Band A, B & C). This offer is valid for twelve months from the start of the trial support call. One Trial call is permitted per institution.



Talk to Us
Tell us about your support needs
Call Us At

0370 012 0122

Mail Us At

info@escuk.net

Postal Address

ESC UK
Nottingham Trent University
50 Shakespeare Street
Nottingham
NG1 4FQ

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