The following is a list of frequently asked questions regarding our service. If you have any questions that aren’t covered here, please don’t hesitate to contact us.
Will there be disruption if I change?
No, we will manage the whole process for you, we recommend a service overlap, but will work with you on this, and typically most of our schools aim to make the change during a term break.
When will the invoice be raised?
We will raise the invoice only when the service is live and has been signed off by you.
How flexible is the web filtering?
Our web filtering, Protex Pro5, was designed with, and for, schools and libraries and is the only schools product of its kind to be specifically designed with, and for, UK education. We pride ourselves on the fasted emergency block on the market (30 mins max) and have the quickest change requests, most taking place in less than 4 hours and none more than 24. Schools can also manage their own filter if they want and we will train them FoC. We are always there to help whatever way it’s managed. Protex Pro5 has a comprehensive approach which enables education to run smoothly with age appropriate settings without the problem of over blocking, which can stifle education. Transparent filtering, guest access, bespoke settings which we can setup for the school or we can train you to do it. Dynamic updates and full auditable backups of all changes made for peace of mind.
Can we spread the cost of installation?
Yes. You may prefer to pay more upfront and reduce your yearly costs or you may want to spread the costs over the term of the contract. It’s your choice.
Will the speed of my internet improve?
In almost all cases yes. Even if you take the same service from us that you currently have due to the clever way our web-filtering works your broadband connection is effectively optimised and you will see an improvement. Independent analysis has shown up to 30% improvement.
Is it easy to talk to a support team if I have any issues?
Yes, we don’t use a call centre, when you call us the support team is in the office, and often answer the phone. Usually you will be allocated a named individual who will know your setup and understand any issues you may have, most issues that may occur are dealt with remotely. Sometime we may even have fixed an issue without you knowing about it as our team pro-actively monitor all links.
Don’t I have to get 3 quotes?
You don’t have to as we are on an EU Tendered framework, Think IT, which meets the procurement legislation and is recommended by the DfE as a legitimate route for schools and academy’s procurement.
What if I have a complaint?
We can improve on the service we deliver with valid feedback from our customers. If you wish to make a complaint about our services you have received please submit an email to us at admin [at] internet4schools [dot] uk with subject line that includes "Complaint". Include as much detail as possible.
If you do not receive an acknowledgement within 2 working days of submitting your complaint please call us on 01462 833300. We aim to resolve complaints as rapidly as possible within a maximum of 20 working days.
To report network/internet abuse originating from Internet4schools such as spam, malware, phishing and denial-of-service please email abuse [at] Internet4School [dot] co [dot]