G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS

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1 G-CLOUD IIII FRAMEWORK SERVICE DEFINITION: SCHOOLS HOSTED SERVICE FOR SIMS Capita Division / Supplier: Service Name: Capita Business Services Ltd SIMS OVERVIEW OF THE SERVICE The hosted service for SIMS is the provision of an internet based Schools Information Management System, providing the ability to use SIMS software over a secure encrypted internet connection. This solution allows school staff access to the service from anywhere, with full maintenance and support for upgrades and backups of the applications hosted. 1. PRODUCT FEATURES The SIMS solution provides Primary school staff with a Management Information System on a subscription basis. The Schools Hosted Service for SIMS solution provides the following functionality, capability and benefits: 1.1 FUNCTIONALITY Full functionality of the SIMS and SIMS Discover core applications (service price excludes SIMS software licences/ annual maintenance fees): Pupil Details Staff Details Attendance Assessment Report Designer Manual imports and exports to and from local workstation Hosted Microsoft Excel and Word SIMS Discover Printing to a client located printer.

2 System account permission management. Student record management, including attendance, assessment and reporting. Staff record management, including performance, resource management, communication and reporting. Configurable User Interface (UI) based upon home page configuration. 1.2 TECHNICAL FEATURES A single solution for school administrators and staff. Improved access across multiple sites to all electronic records held within SIMS. In-built document management system. SIMS Discover data analysis tools built into service. Maintains integrity and physical security of all records. The ability for users to manage their SIMS password once they have logged into the service. 1.3 BENEFITS The solution provides the following benefits: Lower cost of ownership than an equivalent functional on premise solution Onsite and offsite access enabling flexible staff working Backups and upgrades managed by Capita staff Extend the use of SIMS benefits to all school stake holders without technical barriers.

3 2. Information Assurance The Capita SIMS product has been developed for information storage and processing through to display and publishing to conform to industry best practice. Capita continually works with the DfE and other governing bodies to ensure its systems align to allow schools to meet their statutory duties. The target impact level the service is able to hold and process information at is PGA IL 1/ 2. This G-Cloud service is not currently accredited for ISO27001.

4 3 SERVICE OPTIONS Capita provides a number of service options: 3.2 ADDITIONAL FEATURES Additional features such as FMS can be added at additional cost. 3.2 MANAGEMENT OPTION Capita has a range of Plus Services available to manage elements of your MIS application on behalf of the customer at additional cost. 3.3 TRAINING Additional instructor led training is available to complement the service at additional cost. 3.4 SUPPORT A range of support and service desks are available to offer telephone, and remote support for the application at additional cost.

5 4 BACKUP/RESTORE Data is held in a single named UK locale and protected using server virtualisation and industry standard offsite data backup technology. 5 ON-BOARDING AND OFF-BOARDING PROCESSES 5.1 ON-BOARDING New customers will typically be deployed within one month from placing an order. Shorter deployment times may be available and prioritised upon request. Customers will need to engage in a requirements gathering exercise, the main inputs to this will be the review of technical prerequisites: Internet connectivity Operating system compatibility Current system integration and module requirements Optional onsite on-board hand over available as an alternative to remote hand over. A customer may also need to participate in more detailed activities for the system to integrate with the customer s existing business processes. 5.2 OFF-BOARDING All customer data, accounts and access will be permanently deleted upon termination of the agreement. Plans must be made to migrate customer data to a suitable repository or system.

6 6 PRICING The service charge consists of a charge per user per year including storage costs: Price per user per year - 99 (minimum 10 users) The price does not include a Software licence and Annual maintenance fee for the SIMS software. 7 SERVICE CONSTRAINTS Capita will not provide connectivity or integration from or to the Hosted SIMS service for any external non-capita third party system(s) or organisations. Capita will adhere to the following in terms of maintenance windows: 7.1 PLANNED MAINTENANCE Planned maintenance means any pre-planned maintenance of any infrastructure relating to the service. Capita shall provide the customer with at least 24 hours advance notice of any such planned maintenance. Planned maintenance of Capita s infrastructure relating to the service is typically scheduled outside of school core working hours 08:00 17:00 Monday to Friday. 7.2 EMERGENCY MAINTENANCE Emergency maintenance means any emergency maintenance of any of the infrastructure relating to the service. Whenever possible, Capita shall provide the customer with advance notice. Whenever possible emergency maintenance of Capita s infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a customer s environment.

7 8 TRAINING Capita can provide training based on the schools requirements at an additional cost. Instructor-Led Training (ILT) - Traditional classroom training, with hands-on labs or casestudies, delivered by a highly qualified instructor. Online Instructor-Led Training (Online ILT) - A real time interactive training experience where students participate online to access the instructor-led content lecture, discussion, questions and answers. 9 ORDERING AND INVOICING Billing for the service will be annually. Payment can be via the following methods: Purchase order / BACs. 10 TERMINATION TERMS The Customer shall subscribe for the Services for the Term. The Term starts on the Commencement Date, and continues thereafter for the Minimum Term. Early termination notice can be provided with 30 days prior notice, but the customer is liable for the equivalent of the amount that would have been paid over the minimum term less any payments already made. There are no termination administration fees associated with this service. Customer must make provision for the migration of its document information to another repository. At the point of termination all customer data, accounts and access will be permanently deleted. Capita will permanently destroy or otherwise securely dispose of any data, accounts and access unless there is a relevant Service Description to provide a back-up, in which case the customer may retrieve Content in accordance with the provisions of such Service Description. Full Terms and Conditions for both parties are set out in the Capita Ts & Cs. 11 DATA RESTORATION / SERVICE MIGRATION The customer has the ability to extract its information. A migration service is offered separately and is recommended to maintain integrity of information under retention.

8 12 CUSTOMER RESPONSIBILITIES The Customer is responsible for: Ensuring that all users of the hosted service agree to the services Acceptable Usage Policy. Available as part of the hosted service The control and management of access and responsibilities for end users Ensuring that User devices are e-safe and appropriate for accessing the Hosted service and the Customer s resources. 13 SERVICE MANAGEMENT A secure online Portal will provide users with the ability to manage their account and the SIMS application allows for account permissions within the application. An experienced Service Delivery team will be available to support the service allowing for incident management reporting, incident escalation and continual service improvement, at all times following Capita s ITIL-based process framework. Service Management functions such as application administration for the application are not in scope of this service. This function can be procured separately from Capita. 13 SERVICE LEVELS The service falls in line with the Capita SIMS Support charter with KPIs published against case severity. The SIMS Customer Support Team will aim to respond to cases according to their severity and impact on the running of the school: Severity Response Target 1 - Entire System Unavailable 20 mins 2 - System or Key Module Failure 1 hour 3 - Workaround available 8 hours 4 No Fault, Guidance required 24 hours FINANCIAL RECOMPENSE MODEL FOR NOT MEETING SERVICE LEVELS There is no financial recompense for the service not meeting a service level.

9 14 TECHNICAL REQUIREMENTS The following requirements must be met for this service: User devices must be capable of running Microsoft Internet Explorer 8+ or compatible browser User devices must be able to access the hosted service using Secure HTTPS and have appropriate Connectivity for the tasks expected to be performed Use a supported operating system o Windows 8 o Windows 7 o Windows Vista. 15 TRIAL SERVICE AVAILABLE No trial is available with this service.

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