Support & Service

Support for schools and trusts, built around direct access, clear ownership and consistent delivery. Defined service levels, transparent processes and engineers who understand how schools operate.

Direct, accountable support for schools and trusts

Schools depend on their connectivity and safeguarding systems every day. When something needs attention, it needs to be handled quickly and clearly.

At Wave9, support is part of how we deliver our services. It isn’t separate from installation or account management. The same teams who implement your services remain involved in supporting them over time.

When you contact us, you speak to an engineer who can resolve the issue. From that point, responsibility is clear and stays clear until the matter is closed.

You can tell they work with education. They know how to fit around schools rather than expect schools to fit around them.

Ian Farmery, Head of IT
James Montgomery Academy Trust

How we support schools

Direct access

Calls and requests are handled by engineers with the authority to diagnose and resolve issues.

Tickets are logged and tracked to provide visibility and audit, but they do not replace accountability.

No call centres

We do not operate scripted, tiered call centres.

Engineers are trusted to investigate issues properly, escalate internally where needed, and follow them through to completion.

Clear ownership

Delivery and ongoing support are connected.

Project managers, engineers and account leads all share responsibility for the services they implement and manage.

Structured and transparent

We operate defined service levels, clear escalation paths and a published service status process.

Core systems are monitored remotely where applicable, allowing issues to be identified and addressed promptly.

Support can be fully managed or co-managed, depending on how your school or trust prefers to work.

Measured performance

Contract renewals:
98% of contracts are renewed at term end. In practice, this means that the vast majority of schools choose to continue working with Wave9 when their agreement concludes.
Customer recommendation:
At the end of each term, we ask customers who have worked with us during that period how likely they are to recommend Wave9 to another school or trust. Every respondent is a promoter of Wave9 and would actively recommend our services.

In practice

See how schools and trusts describe working with Wave9 in our case studies
Read our broadband switching FAQ for schools