Microsoft support with TechNet Plus Software Assurance Benefit - Schools Agreement
Just a bit of information (which took me a while to find out...). As part of Schools Agreement, if you have access to Software Assurance benefits you should have access to TechNet Plus. As part of this, you are able to access 2 complimentary support incidents, and then have reduced cost support after this. However, finding out how to access this took me ages (Volume licensing team seemed unaware). If you go to Help and Support you'll find details of how to use your TechNet Plus subscription ID to activate this benefit.
Hope that helps someone out in the future!