Service Specification. ICT Support 2014/2015

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1 Service Specification ICT Support 2014/2015 1

2 Contents: ICT Service Specification... 3 Contract Options... 3 Additional Consultancy Days... 5 ICT Projects... 5 Service Desk Service... 7 Service Desk Priority and Targets... 7 Remote Support... 8 Service Specification: Primary... 8 Service Specification: Secondary... 9 Quality Standards... 9 Company Newsletter... 9 Customer Service Visits... 9 Service Monitoring... 9 Account Management... 9 Escalation Procedures The Client s Obligation

3 ICT Service Specification School Business Services (SBS) have a team of experienced ICT professionals all of whom have significant experience of working in education and have a strong track record in the delivery of ICT Services. Our ICT Consultants will establish a close working relationship with the school and provide flexibility, responsiveness and a commitment to quality management and customer care. The ICT service offered by SBS is wide-ranging, and structured in such a way that schools are free to choose and purchase the support which can be tailored to meet the particular needs of each school. SBS are silver partners with Microsoft, Capita SIMS accredited for MIS support and training and work closely with a number of key suppliers ensuring our customers obtain the best quality service at the most cost effective value for your school(s). We run a continual service improvement across all services we offer. SBS believes that assuring quality is integral to our service delivery and all of our staff are committed to this ethos which is why our consultants are quick to establish professional working relationships with schools and are flexible, responsive and have a strong commitment to providing a quality service and customer care. Contract Options Schools can choose to have the following networks (including wireless) supported by SBS: Administration network only A school can have just the critical Admin systems supported. Curriculum network only All curriculum systems can be supported and maintained. Administration and Curriculum networks All ICT systems within the school will be supported. Our aim is to bring a Valued Added service into every school that we support. The key services offered by School Business Services Limited as part of this Service Level Agreement are listed below. 3

4 ICT Service Summary Service Gold Silver Bronze Platinum Desk only Unlimited number of calls via the Help Desk service **see note Remote Server support via CentraStage or LogMeIn Full Server maintenance of hardware and software Support of both Admin and Curriculum networks Backup of Server data and programs through all media Office365 package (install, setup & config to school domain with user managed service) NEW SERVICE! Free Wireless surveys for whole school inc full report NEW SERVICE! Access to fully managed procurement services for hardware, software and cabling services CTOUCH display demo and IWB replacement (inc TCO cost comparison) NEW SERVICE! ICT Strategy planning, advice and support in initial meeting NEW SERVICE! Guest Wi-Fi networks setup and managed NEW SERVICE! MDM (Mobile Device Management) NEW SERVICE! Power Management implementation NEW SERVICE! Annual audit of hardware, software and network equipment Scheduled onsite visits (as per the schedule below) Project Management, Project planning and cost management Site visit reports of all tasks undertaken during the visit, completed and submitted to relevant named persons within the school School service desk portal customised to school(s) requirements NEW SERVICE! 78 x full day (7 hours) on site ICT Consultant visits (two days per week during term time) 39 x full day (7 hours) on site ICT Consultant visits (one day per week during term time) 19 x full day (7 hours) on site ICT Consultant visits (one day per fortnight during term time) 11 x full day (7 hours) on site ICT Consultant visits (one day per month during term time) Combinations of the above service levels can be provided as required, including any number of additional onsite ICT consultancy days, pricing on application. PAYU Pay as you use will be billed at SLA or non-sla rates for your schools. Project management costs will also be visible in any proposal submitted to school ** The ICT Service Desk service is for support only and is not a substitute for training, onsite visits or project work. New service offerings for 14/15 are indicated by NEW SERVICE! 4

5 Additional Consultancy Days SBS will provide additional consultancy days, as required, subject to an additional cost of 500 per day. ICT Projects / consultations Major Projects such as - Server installations and rebuilds - Cloud service packages such as Office365 (setup and on-going managed service) - installations of computer suites - deployment of Laptop cabinets - wireless infrastructure implementations, and - full building refurbishments - ICT Strategy planning (initial visit FOC) can be undertaken outside of Term Time to minimise the impact on the school s day to day running. All projects are managed with a dedicated Project Manager (Senior Consultants or ICT leads) who will oversee all aspects of the project from conception to final sign off. Note: Any Service Level Agreement outstanding consultancy visits not used within a financial year cannot be carried forward into the next financial year, all visits must be used by 31 st March (or end of contract date whichever is the sooner). 5

6 Server Backup Solutions There are three types of backup solutions generally in use: Tape-based, disk-based and Online Backup (OLB). The latest option which is recommended standard with customers is Online Backup. This service enhances existing back-up solutions while removing any concerns about data storage. OLB is a complete disaster recovery solution that backs up your school data to a secure\encrypted off-site data centre. Our ICT Service Desk staff will monitor the Online Backups daily and report to the school any issues. Please ask for more details on this service as each package is tailored for individual schools. SBS will maintain and support legacy tape backup solutions in your school during your on-site SLA visits. SBS do however recommend that this type of backup is replaced by a more stable solution a.s.a.p. It will still be the customer s responsibility to change the tapes on a daily basis and store offsite in a secure location. USB-attached Hard Disks and Network Attached Storage (NAS) drives also provide a popular medium for backups the former also allowing for offsite storage, where two USB drives can be used interchangeably and one taken home on alternate days. The latter offers security across the local network. More commonly, USB drive-based backups are used in conjunction with the Online Backup solution described above. 6

7 Service desk The ICT Service Desk is manned by very experienced ITIL trained staff, who are able to talk knowledgably about ICT and assist you in solving your issues. The Service desk number is Option 1 Available Monday to Friday, 08.00am to 5:00pm. Outside of these hours a 24 hour answer phone is available. Calls can also be logged via should you prefer. All calls are logged to the ITIL standards in SalesForce which is Customer Relation Management (CRM) software which not only records the Service Desk calls but also has a full customer history and contact details. Please note: The ICT Service Desk service is for support only and is not a substitute for training, onsite visits or project work. Any logged call/issue which exceeds half an hour will become chargeable at a rate of 45 per hour or part hour. Service Desk Priority and Targets In most cases all support queries can be resolved remotely by our dedicated Service Desk technicians. Priority Level Priority Definition 1 Service/ system/ hardware/ software problem affecting many users and the customer s organisation cannot function 2 Service/ system/ hardware/ software problem affecting many users but it is not critical to the operation of the organisation. 3 Service/ system/ hardware/ software problem affecting one to five users, or partial loss of functionality within a module 4 Service/ system/ hardware/ software problem affecting one user, or usage Queries. No operational Impact 5 Requests for advice and guidance regarding the systems and services supported, or a problem where the school has agreed to a delayed response(e.g. where a member of staff prefers a resolution during school holiday) Call Response from Target Resolution Consultant (after Service Desk call logged) 30 minutes 4 hours 2 hours 8 hours 4 hours 16 hours 8 hours 32 hours Next visit or within 48 hours 5 days 90% 10 Days 97% 7

8 Please note: Occasionally, the engagement of 3 rd parties may become necessary. In this instance, SBS is unable to guarantee time to be taken to fix the problem. If additional costs are to be incurred, a written quote will be provided before any work is undertaken. Remote Support Remote support includes: Logging onto Server or clients externally to aid issue resolution General Troubleshooting Transfer of data for relaying to 3 rd parties where required Server administration out of normal hours such as applying Server updates, SIMS and FMS upgrades and reboots where necessary. Server monitoring of disk space and usage. Service Specification: Primary In outline this SLA service offers a comprehensive management package for your entire ICT estate. All computers, printers, laptops, network devices, scanners, etc. will be supported under this contract. As with all support packages an initial audit is required to ascertain the health of all ICT equipment installed and licensing. The service includes, but is not limited to: An initial audit of all ICT equipment belonging to the school. This audit is then turned into a basic ICT Asset Register and is maintained throughout the duration of the contract within your SLA allowance, although the purchase of a full Asset Management programme would be recommended. The ICT consultant will also produce diagrams of the network topology and ICT system for information Provide recommendations for future ICT development, including options for remote access and server upgrades as required General problem solving and advice, which can be provided via telephone and/or ICT letters, s and information from 3 rd parties, the LA and other ICT providers can be managed on your behalf A full software and hardware procurement service is provided Advice and deployment of curriculum software or services. Agree network structure (folder structures, access rights and folder size) Asset disposal services are available via our procurement team, enabling you to conform to Data Protection and WEEE directives 8

9 Service Specification: Secondary The Secondary school options are more varied than the other school options in that we can provide interim cover on a daily basis or provide additional consultancy. A Secondary school quotation for support is often bespoke and we would welcome the opportunity to discuss the schools requirements to provide a formal quotation and service specification. Quality Standards School Business Services are committed to delivering a quality service to its clients. In order to ensure that objectives are met, we have put in place a number of quality measures within the organisation. Company Newsletter A termly company newsletter is included in all service levels incorporating information on future software developments, up to date information from the DfE plus many other popular features. Customer Service Visits These visits are intended to cover all aspects of the service provided from ICT consultancy, help desk support and call resolution - and provide the school with an opportunity to feedback any comments relating to the service SBS provides for the following: Quality of work Suitability of training and its effectiveness Customer care Value for money Ways that the service can be improved Service Monitoring SBS can provide reports on Service Desk calls logged according to severity, should this be required. School Business Services will ensure that all staff visiting schools have passed the relevant enhanced CRB checks. Account Management At School Business Services we are continually improving ways of adding value to the services we provide to our customers. As schools evolve, we recognise that a key part of continuing to provide a first class service is great communication and a strong working relationship. We believe our Account Management service delivers just that. Our Business Development team provide a dedicated Account Manager to every school. They provide one point of contact for all customer enquiries, including new requirements, plus it gives us the important feedback on the products and services we provide. 9

10 Regular visits and calls help keep you updated with the latest news, as well as an opportunity to escalate any situation, should the need arise. This regular communication means that we can obtain an in depth understanding of every school s strategic goals and continue to provide the correct level of service and support necessary to achieve them. Escalation Procedures The help desk will automatically escalate calls before they fall outside the relevant response times. If a school is not satisfied with response times or quality of service, then they should contact in the first instance the ICT Services Assistant Manager who will agree and implement actions to resolve the issue in a timely manner. Should you feel that the matter has not been handled to your satisfaction following this escalation, please contact our ICT & MIS Manager. The Client s Obligation The client can, should they wish, allocate key members of staff to be given restricted administrator rights to their local drives in order to assist with the management of the system. Additional access could be arranged under security policy agreements with SBS. To keep your data secure and accessed only by authorised users in a secure environment. The client is responsible for ensuring that backups of the system are in place. School Business Services cannot be held responsible for loss of data due to negligence or loss of equipment. The client is responsible for ensuring that it protects its network with anti-virus software, whether supported by School Business Services or not. To provide SBS ICT Consultants, access to the school between the hours of 8am to 6pm on working days and ensure they have access to a safe working environment. Should the option of Hot Swappable computer equipment be required in order to minimise down time, a storage facility will be required along with spare equipment. 10

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