Facility Support
Serco Learning's policy of offering guided implementation and training for key users ensures that all our schools face minimum disruption and difficulty operating their new software systems. Throughout their association with us, users can reach knowledgeable and helpful support.
Online help and assistance:
After installation, online customer help and assistance is available anytime from Firstline www.sercofirstline.com, our customer support portal which provides:
- Regular updates in line with software development
- Hints and tips
- Useful downloads
- Noticeboards
- Discussion groups
- Online tracking of individual queries
- Comprehensive knowledge base allowing anytime and anywhere access to information
Telephone assistance:
One-to-one telephone assistance can be arranged through our expert support teams
Support telephone number: 0845 6888 400
Opening hours: Monday to Thursday 08:00 - 17:00 (GMT), Friday 08:00 - 16:00 (GMT)
Support process:
Support is provided at various levels, appropriate to the complexity of each issue:
- 1st line support handle all incoming support requests and resolve up to 80% on first contact
- 2nd line support handle more complex support issues
- 3rd line support provide proactive support through knowledge base articles and escalation to our development team
Our technical teams have many years of experience in supporting and servicing a wide range of education establishments to ensure that our schools gain maximum benefit from their software.