Schools ICT Support Service (SITSS) Service Level Agreement 2014/15

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1 Schools ICT Support Service (SITSS) Service Level Agreement 2014/15

2 CONTENTS CONTENTS PRINCIPLES OF THE AREEMENT Service Desk Remote Support Training Procurement ELIIBLE SERVICE USERS SERVICE RESPONSE TIMES AVAILABILITY OF SERVICE CUSTOMER S RESPONSIBILITIES EXCLUSIONS SUPPLEMENTARY SERVICES Switch Maintenance Remote Online Backup Service Office APPENDIX APPENDIX 2 SUMMARY OF CHARES

3 1 Principles of the Agreement The Service Level Agreement (SLA) is a commitment from Schools IT Support Services (SITSS) to provide technical support for the use of ICT in subscribing schools. Three service levels are available, Bronze, Silver or old. Appendix 1 provides a detailed service catalogue. The following provides a summary description of services. Bronze Service Facility to log support calls by . First line ICT technical support for SITSS recommended security and web content filtering awarded to Smoothwall in First line ICT technical support for SAMIS. First line ICT technical support for Resource Link Aurora. First line ICT technical support for SITSS recommended anti-virus awarded to SOPHOS in Access to information (excluding SIMS) posted on the Shropshire Learning ateway. First line support for B2B data transfers from SIMS to ONE. Silver Service (includes all of Bronze Service) First line support for SIMS errors and technical issues. Procurement service for items available on a standard recommended equipment list. 1 training day in the use of SIMS or MS Office (at a central training venue). Access to SIMS and MS Office training, subject to an additional attendance charge. Invitations to area workshops, subject to an additional attendance charge. Instructions for statutory functions within SIMS. Access to additional services provided by SITSS subject to an additional charge. Access to information (including SIMS) posted on the Shropshire Learning ateway. old Service (Including all of Silver Service) Priority telephone access for call logging of technical and SIMS queries. Remote support for demonstration and training purposes. Unlimited free access to area workshops. Access to emergency cover for SIMS if your administrator is unavailable to carry out time constrained SIMS tasks eg Census, key stage data returns and SIMS report generation. 1 on-site support day (6 hours) for primary schools during agreement period. This will be used for on-site technical support unless specifically requested otherwise. 5 on-site support days (30 hours) for secondary schools during agreement period. This will be used for on-site SIMS support unless specifically requested otherwise. This time may also be used for technical and infrastructure consultancy. Unlimited access to SIMS and MS Office training (at a central training venue). Access to the link technician service. Preferential prices for additional services. Up to 3 SIMS consultancy meeting (secondary schools only). Remote support will be used to resolve queries wherever possible but will not be used as a substitute for on-site support or consultancy when this would be a more effective and efficient solution. NB - Additional services are available at each subscription level. Page 3 of 14

4 1.1 Service Desk All ICT incidents should be reported to the Schools Service Desk by ing s automatically generate a customer incident record in the central ICT Support call logging system and are responded to within published response times. All calls are electronically logged which allows progress monitoring and subsequent analysis. As of this financial year the Service Desk telephone service ( ) will only be available to old subscribing schools and for emergencies. Any Silver or Bronze subscribing school that phones the Service Desk with an issue that is not classed as an emergency will be asked to raise their query by ing Use of the number will be monitored and Silver and Bronze schools that continue to log non-emergency incidents by phone will be charged the old subscription rate. Emergency enquiries are defined by the examples below: Entire/substantial part of ICT system unavailable Internet down No access Ofsted inspection The cost of the initial contact and advice will always be covered by the SLA charge. Service Desk personnel will endeavour to help customers with all ICT related queries (depending on individual subscription levels). Service Desk personnel may wish to resolve the problems using remote support. This allows ICT support staff to take remote control of PCs which assists with the speed in which problems are resolved. If it is not possible to resolve the problem immediately, then the priority of the problem will be agreed with the caller and the problem passed to the appropriate specialist(s) or third party. 1.2 Remote Support Bomgar is used to provide remote ICT support to Shropshire schools. If Bomgar is utilised, the user at the school is asked to invite on screen participation before remote access to the PC is possible. A copy of the Remote Support protocol is available in the SITSS service area of the Shropshire Learning ateway. With the agreement of individual schools, Bomgar can also be used to provide remote support without user intervention on selected devices. SITSS reserve the right to refuse to support any hardware or software not procured and configured via the team. Page 4 of 14

5 1.3 Training SITSS publishes ICT training courses to help schools use SIMS and Microsoft Office software more effectively. A full list of courses is available on the SITSS service area of the Shropshire Learning ateway. Technical training will be procured on behalf of schools on a needs led basis. These technical courses will be chargeable to schools as they will be sourced externally and delivered by a third party provider. Courses are usually held at The Lantern, Meadow Farm Drive, Shrewsbury but, subject to demand, delegate numbers and subscription level, courses can also be delivered on-site. Cancellations All cancellations of course bookings must be made in writing, this may be in the form of an , fax or letter; a phone call will not be accepted as a means of cancellation. All bookings will remain on the system until written confirmation is received. Cancellation charges, regardless of subscription level, will be applied using the following guidelines: No charge for 14 or more working days notice Cancellation charge of 50 will be made with less than 5 working days notice Cancellation charge of 150 if a delegate fails to attend a course for which a place has been booked. SITSS reserves the right to cancel a course if the minimum number of delegates for a course (6) is not achieved. Where this is necessary, schools will be offered an alternative date. 1.4 Procurement A number of procurement routes, compliant with UK and EU procurement rules for the supply of computer hardware, software and services, are available to schools via the SITSS team. A recommended equipment list is made available on the Shropshire Schools Portal. For all orders placed, SITSS will add a handling charge as follows: old subscribers per order Silver subscribers per order This service is not available to Bronze subscribers. 2 Eligible service users SITSS can provide support services to: Shropshire maintained schools (primary, secondary and special) Academies Free schools Tuition centres Adult education centres Page 5 of 14

6 3 Service Response Times Response times are for available service hours and will be dependent on the following classifications: Classification Service Delivery Time Emergency 0-2 Hours Definition Critical applications and system(s) down or unusable Site(s) are down or unable to work High 0-4 Hours Medium 0-8 Hours Low 0-16 Hours Multiple users are not able to carry out their normal work function Security incidents Part of the system is unusable preventing users from carrying out their duties Single user is not able to carry out their normal work function or specific task for that day Minor problems that do not affect the day-to-day use of the system Software errors causing inconvenience but no lack of function Test/trainer system faults eneral customer queries/requests for advice Change requests Software installs/updates Hardware setups/installs Password resets Please note that response times are not incident resolution times. The actual resolution will be determined by the complexity of the requirement. Where there is a problem which requires input from a third party, the response time will be determined by the vendor. The Service Desk will monitor progress and ensure that the customer is kept informed of progress. Customer service is a vital part of the Service Desk service and we will undertake both internal and external customer satisfaction surveys. The results are analysed to assess our performance and highlight areas for improvement which in turn are detailed in service plans for action. For hardware purchased via the SITSS procurement service, the Service Desk liaises with 3 rd party suppliers for faults covered under warranty. In all instances the Service Desk must be contacted if a hardware fault occurs. Details of pre-determined timescales for fault notification and replacements will be confirmed with order acknowledgements. Page 6 of 14

7 4 Availability of Service During term time (and excluding bank holidays), the Service Desk is guaranteed to be staffed as follows: Monday Friday hours On standard PD days and during half term, Easter and Summer school holiday periods and, the Service Desk is guaranteed to be staffed as follows: Monday Friday hours The Service Desk is closed for the Christmas school holiday period. The exceptions to the above will be Exam Results and School Census days when extended support hours will be offered. These will be confirmed and published in advance on an annual basis. The Service Desk has a voic system that operates when all Service Desk personnel are busy on other calls and/or when customers contact the service out of hours. This automatically generates a service desk incident. Page 7 of 14

8 5 Customer s responsibilities Backup of data The school must ensure a frequent and verified backup of their data. SITSS provides advice and support on appropriate data backup strategies. A remote online backup service is available from Sapphire for an annual subscription charge. The school must ensure that backups are complete and up to date. Where a restore from backup is necessary, SITSS cannot be held responsible for failing to restore data where an adequate backup is not available. Anti-virus software The school must ensure up to date anti-virus software is available on all computers. If using SITSS recommended anti-virus software, regular updates are provided to schools from a central update server or locally from school s own servers. Anti-virus software, by itself, does not offer sufficient protection. The school should ensure all operating systems are supported and are updated (patched) as required. Software licences The school must maintain an up to date inventory of software licences and for ensuring that adequate licences are available. Schools may be asked to verify in writing that licences are available before the installation of software. The school is responsible for payment for all software licences and any maintenance renewals. The school is responsible for maintaining contractual agreements direct with its software suppliers. For example, Capita require notice in writing by 31 December if a school wants to terminate its SIMS licence for the next financial year. Hardware must be fit for purpose and compatible with software in use. Scheduling of ad hoc work Access If the school purchases ICT equipment direct from a supplier but requires SITSS to carry out configuration and installation work, the school is required to give SITSS five working days notice to scope the project and arrange a mutually convenient date for this work. The school should note that this is not covered by the standard terms of this SLA, is subject to additional charges and school holidays are likely to be used. The school should provide for SITSS, in a timely manner and at no extra charge, access to the school s premises, data and other facilities as reasonably required. Notice period The school should notify SITSS in writing by 31 December whether they wish to renew, amend or extend the term of the agreement or to confirm that the agreement shall terminate upon the current end date. Cancellations As far as reasonably possible, the school must ensure that cancellations for on-site visits or training courses are made in writing. This may be in the form of or letter. A phone call will not be accepted as a means of cancellation. SITSS reserves the right to cancel an appointment in exceptional circumstances such as extreme weather conditions. Page 8 of 14

9 6 Exclusions The following are not covered by this service schedule: Cabling infrastructure testing or repair Development of templates, spreadsheets, queries, databases etc or support and amendment of such items created by customers System recovery from virus or malware damage caused by customer negligence System recovery caused by third party suppliers The provision of loan stock to schools 7 SUPPLEMENTARY SERVICES PLEASE NOTE THAT ALL SUPPLEMENTARY SERVICES ARE CHARED SEPARATELY OVER AND ABOVE THE STANDARD SLA CHARE 7.1 Switch Maintenance Switch maintenance is only available to those schools subscribing at Silver or old level. A school cannot subscribe to the switch maintenance service only. The scheme includes: 8 hour response (during available service hours) to switch problems including exchange where necessary. Type 1 switches* installed by Stoneleigh Consultancy are covered by a full exchange. Type 2 switches** installed by R Communications or Stoneleigh Consultancy are only covered by a 30-day loan scheme. It is then the school s responsibility to purchase a replacement. After 30 days have elapsed, SITSS reserves the right to collect the loan switch. These switches are no longer covered by Cisco s own warranty and as such a premium is applied to reflect the age of the equipment and the probability of failure. Other Cisco switches are not eligible. Cisco switches purchased from other third party vendors or grey imports are not eligible. Wireless controllers and access points are not covered by this maintenance. Other manufacturer s switches are not eligible. All technician costs (including on-site time) associated with the diagnosis and exchange are covered by the annual maintenance payment. All courier costs associated with the service are covered by the annual maintenance payment. Type 1 switch* models: Cisco , , POE, and Type 2 switch** models: Cisco 3524-XL-EN, 3548-XL-EN 3508, , , , The continuation of this service is dependent on subscription by the majority of schools. Page 9 of 14

10 7.2 Remote Online Backup Service A remote online backup service, in conjunction with Sapphire, is available to old and Silver subscribing schools. Costs are detailed in Appendix Office 365 Microsoft Office 365 is a cloud-based and collaboration service (cloud Exchange and SharePoint) offered by Microsoft to education customers at a low operational cost. The SITSS team can provide consultancy for individual schools on Office 365 for initial setup, the registration process for domain names, integration into School s AD and on-going development and support. This service is provided at an additional charge to old and Silver subscribers and prices will be agreed before work is started. This service is not available to Bronze subscribers. Page 10 of 14

11 Appendix 1 The following list provides a quick reference for which services are included for old, Silver and Bronze subscribing schools Key: ervice available to old subscribing schools S B Service available to Silver subscribing schools Service available to Bronze subscribing schools * Indicates a limited service or that additional charges apply Infrastructure Support Management of centralised schools network firewalls Management of centralised web content filtering and filtering requests for individual schools Management of centralised DNS Management and monitoring of centralised Anti-Virus (AV) including upgrades to central servers Telephone and remote support for school owned Smoothwall devices Management of and remote support for online backup service if purchased via SITSS Assistance with system upgrades for centralised corporate systems, eg Samis, Resourcelink Telephone technical support for corporate systems, eg Samis, Resourcelink Provision of security and infrastructure information on the Shropshire Learning ateway B B B B B B B B MIS Support (SIMS and ONE) SIMS first and second line telephone and remote support for resolution, fault finding, applying fixes Page 11 of 14 SIMS assistance with statutory returns eg Key Stage returns, School Census and Workforce census * SIMS/Office training courses as advertised in course booklet * SIMS training courses delivered on-site for school group, eg Lesson Monitor (limited to number of inclusive on-site hours) SIMS bespoke on-site training courses (limited to number of inclusive on-site hours) * SIMS online webinars and Captivate demonstrations SIMS workshops and user forums * SIMS instructions to assist with statutory returns SIMS monitoring of software upgrades and providing pre-notification and management Dissemination of recommended minimum standards for SIMS hardware Testing of major SIMS releases prior to installation in schools

12 Installation of SIMS Discover Upgrade of SIMS Discover * Strategic consultancy on use of SIMS data in schools Regular newsletters including SIMS updates Remote support for training and demonstration in SIMS Support for non-standard SIMS modules on a best endeavours basis eg Lesson Monitor, FMS, In-Touch, SIMS FFT Support for B2B data transfers from SIMS to ONE B Procurement (NB handling charges are applied) Access to procurement service (framework suppliers) for hardware purchases from recommended equipment list, eg laptops, PCs, printers, servers, and pre-loaded curriculum software package for primary schools. Service to include purchase and installation subject to a handling charge. Access to specialised/bespoke procurement service, eg quotations for hardware not on recommended equipment list Advice and Consultancy Telephone consultancy and advice on school ICT hardware and network infrastructure * On-site consultancy and advice on school ICT hardware and network infrastructure * Termly secondary school Network Managers group meetings * B* Advice and guidance for School ICT projects, eg new builds and network redesign * Technician Support (hours in excess of initial allocation will be chargeable) Access to regular link technician service Access to ad-hoc on-site time (chargeable in accordance with subscription level) First and second line support for fault finding, applying fixes B Management of domain name changes * Requests for changes to IP address ranges * Requests for changes to central firewall configuration by individual schools, eg to facilitate external access to Shropshire network * B* Projector maintenance as part of link technician visit (cleaning of filters and bulb replacement) Support for hardware purchased via SITSS for fault finding and hardware warranty Configuration of existing active equipment, eg Cisco switches * Page 12 of 14

13 First line support for schools video conferencing service On-site curriculum software installation * Configuration of peripheral devices, eg networked printesr/photocopiers, MFDs * Installation and configuration of Apple imac and IOS devices * Deployment of apps for IOS devices eg ipads and ipods * Page 13 of 14

14 Appendix 2 Summary of Charges Subscription charge pricing The subscription charge to a school is calculated on the following basis: Standard costs Bronze ( ) Silver ( ) old ( ) Primary base charge ,075 Primary per pupil charge Secondary base charge 1,700 2,010 2,110 Secondary per pupil charge Pay-as-you-go pricing Additional services are available on the following basis: Top-up costs Bronze ( ) Silver ( ) old ( ) (exc SIMS) Hourly technician or SIMS support rate Hourly on-site senior consultant rate Half day (3 hours) SIMS course N/A 80 inc Full day (6 hours) SIMS course N/A 160 inc Primary roadshow/secondary SIMS forum N/A 50 inc Network Managers group Inc Switch maintenance (type 1 main switch) N/A Switch maintenance (type 2 main switch) N/A Switch maintenance (per additional type 1) N/A Switch maintenance (per additional type 2) N/A Schools finance scheme N/A Online backup annual licence (first server) N/A Online backup annual licence (second server if N/A less than 100 pupils on roll) Online backup storage ( per gb) N/A Bespoke and project work eg development of use of Office 365 is subject to additional charges which will be negotiated and agreed before work starts. Page 14 of 14

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