+ Post New Thread
Page 3 of 4 FirstFirst 1234 LastLast
Results 31 to 45 of 55
MIS Systems Thread, Paying Capita for SIMS support in Technical; mattpant; not sure which school in Shropshire you are. Do you ever speak to Christine Kerry EWO? I do work ...
  1. #31
    jenny_urey's Avatar
    Join Date
    Nov 2007
    Location
    Home: Telford Office: Wolverhampton Work Travel: all over UK!
    Posts
    124
    Thank Post
    31
    Thanked 11 Times in 10 Posts
    Rep Power
    17

    Re: Paying Capita for SIMS support

    mattpant; not sure which school in Shropshire you are. Do you ever speak to Christine Kerry EWO?

    I do work with may schools in Shropshire as Training Officer for a particular company. If you want to 'share experiences' please email me and I will put you in touch with schools in the area who we work with you can advise you.

  2. #32
    DMcCoy's Avatar
    Join Date
    Oct 2005
    Location
    Isle of Wight
    Posts
    3,432
    Thank Post
    10
    Thanked 488 Times in 428 Posts
    Rep Power
    111

    Re: Paying Capita for SIMS support

    I've had quite enough of capita now :|

    I've been given the SAME solution that doesn't work 3 times now over the last few weeks

    Once on the phone. This was logged as it made the situation even worse *and* even if it did was an unacceptable fix (as in it wasn't a fix at all!)

    I have since had the same solution faxed

    Then the case was closed. I reopened the case, now it has been emailed. The case was about the be closed again.

    What exactly am I paying for apart from the privilege of repeating myself to numerous helpdesk drones?

  3. #33
    jenny_urey's Avatar
    Join Date
    Nov 2007
    Location
    Home: Telford Office: Wolverhampton Work Travel: all over UK!
    Posts
    124
    Thank Post
    31
    Thanked 11 Times in 10 Posts
    Rep Power
    17

    Re: Paying Capita for SIMS support

    .............................
    Last edited by jenny_urey; 8th February 2008 at 01:09 AM. Reason: put it on twice.. user error :)

  4. #34
    jenny_urey's Avatar
    Join Date
    Nov 2007
    Location
    Home: Telford Office: Wolverhampton Work Travel: all over UK!
    Posts
    124
    Thank Post
    31
    Thanked 11 Times in 10 Posts
    Rep Power
    17

    Re: Paying Capita for SIMS support

    As a premier partner of SIMS, I would like to comment on the fact that our helpdesk and support is fanblinckintastic (a technical term obviously). I work at many schools in the UK who obviously have SIMS; negative comments regarding SIMS support is very rare.
    Jenny Urey - PARS Training Officer (oops name dropped)
    Last edited by jenny_urey; 8th February 2008 at 01:08 AM. Reason: cus i spelt fanblinckintastic wrong!

  5. #35

    Join Date
    Mar 2007
    Location
    Heywood, Lancs
    Posts
    211
    Thank Post
    7
    Thanked 50 Times in 45 Posts
    Rep Power
    27

    Re: Paying Capita for SIMS support

    We use PARS and I have had to ring their tech support from time to time.
    Never had any problems getting through, and I they have always had a solution straightway. That aspect of PARS is very good.

    The software has an automated error reporting system and we have a number of reproducable errors which have been reported via the automated error reporting and these never seem to be followed up.

  6. #36
    jenny_urey's Avatar
    Join Date
    Nov 2007
    Location
    Home: Telford Office: Wolverhampton Work Travel: all over UK!
    Posts
    124
    Thank Post
    31
    Thanked 11 Times in 10 Posts
    Rep Power
    17

    Re: Paying Capita for SIMS support

    will get this checked out. Please can you email me your school name so I can sort it for you.
    Thanks
    Jenny

  7. #37
    Heebeejeebee's Avatar
    Join Date
    Nov 2006
    Location
    Intergalactic Cruise
    Posts
    1,050
    Thank Post
    68
    Thanked 75 Times in 59 Posts
    Rep Power
    34

    Re: Paying Capita for SIMS support

    Quote Originally Posted by meastaugh1
    I wouldn't mind the cost, since SIMS is such a mission critical application and regularly updated, if the service wasn't so bad.
    Ditto - appalling support for vast amounts of cash.

    Quote Originally Posted by meastaugh1
    When one of their (seemingly inadequately tested) updates introduces a bug, on more than one occasion I've called the helpdesk to be told our anti-virus is the cause of the problem!
    Never had that one - they wouldn't dare!

    Quote Originally Posted by meastaugh1
    Imho, they need to release more individual bug fixes when an update really screws something important. I appreciate that this involves yet more testing, but I don't think it's acceptable to leave schools hanging for 'the next update', whenever that may be.
    Absolutely!

    Quote Originally Posted by meastaugh1
    I've found that logging calls online to be semi-effectively, as others have said it takes a while for a response. But when you choose to subsequently add notes to the case, these seem to go ignored.
    Ain't that the truth!

    Quote Originally Posted by meastaugh1
    Although, all that said, they do dial into our server and try and fix the issue where appropriate. The FMS and Nova-T support people are very good. I also think the participation of Capita staff on these forums is encouraging.
    Agreed - it's a shame the rest aren't as efficient.

    Well said that man.

    HBJB

  8. #38
    enjay's Avatar
    Join Date
    Apr 2007
    Location
    Reading, Berkshire, UK
    Posts
    4,485
    Thank Post
    282
    Thanked 196 Times in 167 Posts
    Rep Power
    75

    Re: Paying Capita for SIMS support

    Quote Originally Posted by jenny:urey
    Comments like this make me proud on the fact that my technical support are fantastic as they are all programmers which means they have an answer to an issue straight away.

    If any of you have have had experience using TASC Software helpdesk (PARS) your posts would be appreciated.
    I take it you work for PARS, jenny:urey? It would be polite to state that in a signature somewhere, just so we know to get out the proverbial pinch of (e-)salt out while reading your posts...

  9. #39
    JohnCondon's Avatar
    Join Date
    Apr 2007
    Location
    Bromcom
    Posts
    282
    Thank Post
    47
    Thanked 63 Times in 40 Posts
    Rep Power
    25

    Re: Paying Capita for SIMS support

    Well it does say "PARS Training Officer" under occupation on her profile
    Personally I have my company affiliation posted over here
    <=======
    under location

  10. #40
    moggy's Avatar
    Join Date
    Nov 2007
    Location
    Derbyshire
    Posts
    114
    Thank Post
    14
    Thanked 2 Times in 2 Posts
    Rep Power
    14

    Re: Paying Capita for SIMS support

    In dealing with the last problem I raised, it seems that the support desk at Bedford is trying to improve its 'call-to-fix' times.

    I opened the call and was given a call-ref number, but every time I called back to say the fix they had given me had not, or had only partially, resolved the problem, they closed that call and gave me another call ref.

    So although it took 3 days to resolve the issue, each call would only have been open for a few hours! Nice trick!

    Like an earlier contributor, I would love to see an upgrade mechanism which advises who is logged in and locks the system whilst doing the upgrade.

    SIMS - Simply Impossible to Maintain System

  11. #41
    enjay's Avatar
    Join Date
    Apr 2007
    Location
    Reading, Berkshire, UK
    Posts
    4,485
    Thank Post
    282
    Thanked 196 Times in 167 Posts
    Rep Power
    75

    Re: Paying Capita for SIMS support

    Quote Originally Posted by JohnCondon
    Well it does say "PARS Training Officer" under occupation on her profile
    Personally I have my company affiliation posted over here
    <=======
    under location
    And that is fine, as I can see it without specifically going in to your profile, and it is visible every time you post. Having to go in to someone's profile to check for any affiliation every time someone says something positive about a company is simply not practical.

  12. #42
    DMcCoy's Avatar
    Join Date
    Oct 2005
    Location
    Isle of Wight
    Posts
    3,432
    Thank Post
    10
    Thanked 488 Times in 428 Posts
    Rep Power
    111

    Re: Paying Capita for SIMS support

    I have 2 cases still open at the moment

    Six weeks for one, now a confirmed Nova-T bug, no ETA

    Now in week 4 for the one I keep getting sent the non fix for.

    A total of 10 cases in October.

    Thanks go to the LEA and Capita for turning sims into something that can make me miserable constantly instead of frequently. It was nice when there was a sims team here :|

  13. #43
    enjay's Avatar
    Join Date
    Apr 2007
    Location
    Reading, Berkshire, UK
    Posts
    4,485
    Thank Post
    282
    Thanked 196 Times in 167 Posts
    Rep Power
    75

    Re: Paying Capita for SIMS support

    Quote Originally Posted by DMcCoy
    Now in week 4 for the one I keep getting sent the non fix for.
    Perhaps we should have a competition to see who has the oldest open case? I've got one which was raised on 7th March!

    I logged it on 7th March and had a few exchanges with one of their support guys over the next few days before it went quiet. Then, on 6th August I was contacted with a "solution" which I had tried in March and is specifically mentioned in the notes as being unsuccessful. The last meaningful contact from Capita was 1st October when they told me they would fix it in "a future release"; questions regarding timescales were, of course, evaded.

  14. #44
    DMcCoy's Avatar
    Join Date
    Oct 2005
    Location
    Isle of Wight
    Posts
    3,432
    Thank Post
    10
    Thanked 488 Times in 428 Posts
    Rep Power
    111

    Re: Paying Capita for SIMS support

    AAAAAAAAAAAAAAAAAAAARGH

    I get a call from capita today to get some more information. They also took a copy of my data.

    I have just recieved and email giving me the same non working solution!

  15. #45

    Join Date
    Sep 2006
    Location
    London
    Posts
    1,318
    Thank Post
    35
    Thanked 351 Times in 237 Posts
    Rep Power
    78

    Re: Paying Capita for SIMS support

    DMcCoy this is unacceptable and I apologise. I have asked the service manager to investigate what is happening here.

    Nick it is not a recognised process to close a case and open a new one to make the stats look better. The process is to close a case if there is no response to a solution from you within 3 days. If you come back and say a solution hasn’t worked the case should be reopened and the clock still ticks.

    It would help us to help you if you complained to the service manager or me Phil.Neal@Capita.CO.UK. when things like this happen. We want to provide you with a good service.

SHARE:
+ Post New Thread
Page 3 of 4 FirstFirst 1234 LastLast

Similar Threads

  1. [SIMS] Sims.net... before I go and look stupid on the Capita forum
    By indiegirl in forum MIS Systems
    Replies: 17
    Last Post: 21st May 2013, 09:31 AM
  2. Capita Sims Web Parts
    By Twisted-Pony in forum Virtual Learning Platforms
    Replies: 6
    Last Post: 28th September 2008, 08:46 PM
  3. SIMS SQL access and capita problems
    By the_travisty in forum MIS Systems
    Replies: 6
    Last Post: 29th August 2008, 11:53 AM
  4. IEP v3.9 - Capita- Works with SIMS
    By thegrassisgreener in forum MIS Systems
    Replies: 2
    Last Post: 19th July 2007, 11:34 AM

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •