Education it Services EiS

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1 Education it Services EiS

2 Our passion in EiS is to make a real difference in education and ultimately children s lives by providing innovative solutions and outstanding support services Education it Services (EiS) is part of Kent County Council but is independently funded. EiS has been supporting schools since the early 1980s providing a huge range of systems, support services, training and consultancy to schools throughout Kent and beyond. Our passion in EiS is to make a real difference in education and ultimately children s lives by providing innovative solutions and outstanding support services. We do this by being very supportive of our customers and also each other within EiS. We know that our work has a direct impact on the ability of others to achieve their aspirations - we are an important cog in the wheel for many schools. Ultimately, we want our customers to have the right skills, equipment and products to enrich learning. To ensure we deliver this we are a customer-driven organisation providing technology solutions and services that are tailored for schools. EiS is a business unit within KCC. Therefore not driven by profit, but, by delivering quality, relevant and value for money services. EiS has the personal touch and is trusted by its customers. One of our main strengths is our personal support where customers can talk directly to a person rather than just via . EiS has a good reputation with customers and these factors have led to a high retention of its customer base. Often customers who leave EiS return after being disappointed with an alternative supplier. As an organisation we are: Human - a real voice that cares Confident - proud and secure Trusted - established and reliable Innovative - forward thinking As people we are: Competent - experts in our field Honest - we say it as it is Flexible - go out of our way to help customers Professional - well organised, resourceful and committed EiS has achieved many accreditations for its training, support and customer service, including being one of only a handful of organisations to achieve the Gold standard by the Institute of IT Training. We are also very proud to have achieved The Government Standard for Customer Service Excellence. Support: If you have any questions or need further assistance please contact EiS. EiS Service Desk: Fax: support@eis.kent.gov.uk Main Office: Fax: info@eis.kent.gov.uk Web Address:

3 CONTENTS SUPPORT SERVICES...2 ADMINISTRATION SUPPORT...2 CURRICULUM SUPPORT...2 RM PARTNERSHIP FEE WILL APPLY FOR CC3/CC4 NETWORKS...3 TECHNICIAN SUPPORT...3 ON-SITE VISITS...3 CURRICULUM SYSTEMS...4 SCHOOLS BROADBAND & NETWORK SERVICES...5 VIDEO CONFERENCING...5 KLZ AND WEB SERVICES...6 KENT LEARNING ZONE...6 EIS HOSTED SERVICE...6 IT PROTECTION SERVICES...7 DISASTER RECOVERY SERVICE...7 REMOTE BACKUP SERVICE...7 ANTI VIRUS...8 PAY AS YOU USE...9 SCHOOLS BROADBAND...9 CONSULTANCY, TECHNICAL DESIGN & INSTALLATION SERVICES...9 TRAINING & EVENTS...9 CREATIVE DESIGN SERVICES CUSTOMER PLEDGE TELEPHONE SERVICE DESK SUPPORT SERVICES SCHOOLS BROADBAND AND NETWORK SERVICES WEB SERVICES TECHNICAL DESIGN AND INSTALLATION SERVICES TRAINING AND EVENTS DISASTER RECOVERY QUOTES COMPLAINTS ADDITIONAL INFORMATION REMOTE SUPPORT ADMINISTRATOR PASSWORDS DATA RECOVERY MONITORING SERVICE HOURS SOFTWARE LICENCING DATA PROTECTION CRB CHECKS SITE ACCESS SUPPORTED PRODUCTS SOFTWARE V1 January EiS

4 SUPPORT SERVICES ADMINISTRATION SUPPORT One of our local, knowledgeable and friendly SIMS specialists can provide a speedy telephone response to your query to help you get the most from your SIMS software. We are also there to help if you have a technical issue with your administration PCs or server and will visit you, if we cannot resolve your problem over the telephone or remotely. We have a busy events calendar too and these often include SIMS User Forums to keep you up to date with the latest SIMS news, share best practice and meet with the SIMS Supplier (Capita). THIS PACKAGE INCLUDES: Identification and correction of software, hardware and user errors Help with queries on documentation and use of instruction manuals Advice on appropriate training and its availability General advice on care and maintenance of equipment General advice on buying hardware and software Advice on information management policy and practice including data security Monitoring Service SIMS User Forums CURRICULUM SUPPORT Whether it's a dedicated IT suite or laptops for flexible teaching in the classroom, we can provide a full range of support services to take this burden away, leaving you free to concentrate on other issues. We provide peace of mind, so you know someone will be on the other end of the telephone to provide a rapid response. Our schools technical support staff have a wide range of knowledge and experience of the schools systems and applications which ensures we provide a fast response to your issue. Identification and where possible correction of software, hardware and user errors Assistance with documentation queries and use of instruction manuals Advice on appropriate training and availability (free assistance) General advice on care and maintenance of equipment General advice on hardware and software purchasing Telephone assistance with virus detection and removal Advice on network management policy including data security issues Monitoring Service Onsite support when required V1 January EiS

5 SUPPORT SERVICES RM PARTNERSHIP FEE WILL APPLY FOR CC3/CC4 NETWORKS For any school purchasing an RM support package with EiS, an RM partnership fee is included within the price. As an RM authorised partner, EiS is able to provide an enhanced support service for RM networks, including fast track access to RM resources. TECHNICIAN SUPPORT This service supports you in the day to day running of your curriculum IT systems. Work to be undertaken during the scheduled visits will be determined by you. EiS offers a flexible approach to providing technician support with a choice of four packages based around the amount of time purchased. Gold Plus Gold Silver Bronze 1 day per week (40 weeks pa) ½ day per week (40 weeks pa) ½ day per fortnight (40 weeks pa) ½ day per month (11 months pa) In addition to scheduled visits schools can request additional hours for each service band at no extra cost. Gold plus = 12 hours, Gold = 9 hours, Silver = 6 hours and Bronze = 3 hours. These additional hours are available for use during school holiday periods in order to complete tasks (system or hardware upgrades for instance) which cannot be conveniently undertaken in term time. THIS PACKAGE INCLUDES: ON-SITE VISITS Visits will be scheduled in advance and it is anticipated that visits will be on a regular day/time for each session where possible. Every effort will be made to ensure that the same EiS technician undertakes visits but this cannot be guaranteed in all instances due to annual leave and sickness. V1 January EiS

6 SUPPORT SERVICES CURRICULUM SYSTEMS Simple fault finding and rectification including station re-builds Installation of computer hardware and software and replacing toner cartridges (excludes servers) Basic network management including printer sharing and distribution of pre-built software packages, antivirus checks Basic server management checks such as disk quotas, backups, capacity and anti-virus Applying hot fixes if time allows (excludes server restores and rebuilds) Desktop customisation and basic component upgrades Server User Management permissions and user editing/creation/deletion Advice on basic system security and data protection practices V1 January EiS

7 SCHOOLS BROADBAND & NETWORK SERVICES VIDEO CONFERENCING Video conferencing allows people in different locations to have a meeting where they can see and hear each other. One of the big benefits is bringing together learning from different locations, including different countries when a face to face visit is not possible. It s great for collaborative research, where children in different schools can work together on the same project or experience virtual visits to zoos, museums and other places of interest, without travelling. THIS PACKAGE INCLUDES: Call set-up and routing via EiS Easy connection to international schools and organisations Access to national and international content providers EiS telephone support Support information and blog Test call facility Tandberg Management Server Licence Gatekeeper Licence (Traversal and Concurrent Call) Movi Video conferencing software V1 January EiS

8 KLZ AND WEB SERVICES KENT LEARNING ZONE The Kent Learning Zone (KLZ) is a secure online collaboration and communication portal for schools to use within their own school, across local districts or even the County. It is built on a framework of Microsoft products. The KLZ is a framework for delivering authenticated services through a web based single sign on portal. It is the foundation for adding further building blocks of content and functionality. THIS PACKAGE INCLUDES: Shared spaces where everything from pupil records to homework, class notes and discussion boards can be used and viewed selectively Collaboration areas with other schools and external bodies, allowing the exchange of ideas, information and news Anytime-anywhere administration systems including SIMS, Word and Excel into one single, easy to use area and real time chat between individuals and groups, internally and externally Support with a comprehensive programme of training, consultancy, online resources and friendly, local IT support at the end of a phone EIS HOSTED SERVICE This new service from EiS reduces the burden of managing your school admin system. You will benefit from anytime, anywhere secure access to your SIMS, FMS and Microsoft Office products all you will need is access to the internet. EiS will manage your SIMS and FMS system and data for you (including upgrades) and store your data in our secure data centre. We will also back-up your data up for you. THIS PACKAGE INCLUDES: Secure web access to your SIMS, FMS and Microsoft Office products SIMS and FMS delivered via the internet. No need to load SIMS and FMS on your school PCs All your SIMS and FMS data held in our secure data centre Automatic and secure data backup of your SIMS and FMS data V1 January EiS

9 IT PROTECTION SERVICES DISASTER RECOVERY SERVICE This covers you in the event of loss or damage to your administration computer system as a result of a disaster against which you are insured. The service has been designed in conjunction with KCC s Insurance and Risk Management Services, who underwrite hire charges. THIS PACKAGE INCLUDES: Get your administration computer system up and running as quickly as possible Hire and install equipment for emergency use Restore your data and software applications Configuration of loan equipment In most cases rental charges and installation and recovery costs can be claimed from insurance. REMOTE BACKUP SERVICE The data at your schools is now more important than ever and you need to be sure that school information is protected and backed up. Our service will protect your Admin (including SIMS) and Curriculum data, as well as protecting laptops or desktop PCs. No matter what happens at your school such as hardware failure, fire, flood, theft or vandalism you can be sure your data is safe, securely stored offsite and easily retrievable when you need it. THIS PACKAGE INCLUDES: Automatic: no more manual backups and no more tapes Secure: all data is encrypted and compressed Easy: you can get the data back anytime Recovery: up to 2 months data online for instant recovery Cost effective: less than the cost of replacing your backup drive, data tapes and software V1 January EiS

10 IT PROTECTION SERVICES ANTI VIRUS EiS is able to offer very competitive pricing for McAfee s Total Protection Suite which includes Anti-Virus and Anti-Spyware protection for Microsoft Windows PCs and Servers. The package includes an annual upgrade to the latest version. THIS PACKAGE INCLUDES THE FOLLOWING MCAFEE PRODUCTS: VirusScan Enterprise AntiSpyWare Enterprise Module Host Intrusion Prevention NetShield for Network SiteAdvisor Enterprise epolicy Orchestrator Common Management Agent GroupShield SpamKiller V1 January EiS

11 PAY AS YOU USE SCHOOLS BROADBAND We are all becoming much more reliant on broadband as more and more services are delivered via the internet. In Kent, we are very lucky as the schools broadband network is second to none and sets the standard nationally for fast, reliable and safe internet access. Did you know that your link into your school is monitored 24/7 and any issues are acted upon before they cause you a problem. This proactivity means the schools broadband service has consistently achieved its staggering 99.9 % target for availability. Coupled with a flexible web filtering service to ensure your pupils are safe online and a telephone and on-site support service to help you with any internal network issues, this is truly the envy of many schools outside of the Kent boundary. CONSULTANCY, TECHNICAL DESIGN & INSTALLATION SERVICES Whether you are a newly recruited Headteacher who'd like to know the condition of your IT or you need assistance producing an IT Plan for your school and would like some help in understanding how to spend your limited budget wisely, EiS can help. We have a number of experienced consultants who can provide help on how to proceed. We can give you impartial advice on your options and provide you with a free quote on our range of products to fit your budget and size of school. Whether you need a new PC, server or network, or a combination of these we can provide an expert to make the process as painless as possible. We will also provide training to explain the new set-up and our aftercare service will make sure we contact you in the days following the new installation to answer any queries you may have. We can also help Network Managers by providing you with additional resources to assist with large projects which are often scheduled for the school holidays. TRAINING & EVENTS EiS has achieved its gold accreditation by the Institute of IT Training which is a fantastic achievement and provides external validation of the high level of training delivered. We have an extensive range of training courses covering SIMS, Microsoft and RM products. Most of our trainers have worked in a school either as a teacher, technician or in the school office and therefore understand your needs. We design our training so that it makes sense to you. We run an extensive range of workshops, user groups and seminars to promote new features of the SIMS and KLZ to help you to get the most from the applications we support. Many of these are free and run regularly in a location close to you. We also run IT themed events that look at specific issues such as e-safety. We are keen to ensure that our customers are kept informed of changing requirements and new products. Therefore EiS is once again staging its annual Conference and Exhibition it12 that will take place at the Ashford International Hotel on Thursday June 14 th 2012 V1 January EiS

12 PAY AS YOU USE CREATIVE DESIGN SERVICES If you like the look of our marketing materials and would like some ideas on how to refresh your school branding, logo, prospectus or leaflets why not give EiS a call. We offer a full range of graphic design services including web design, photography and video production, printing, exhibition and display design. V1 January EiS

13 CUSTOMER PLEDGE At EiS we are determined to deliver the highest quality service and aim to provide the best IT support you will find anywhere. As a measure of our commitment, you can trust us to work hard to keep the following pledge: TELEPHONE SERVICE DESK Available between 08:00 and 17:00 Monday to Friday, excluding Public Holidays. SUPPORT SERVICES 85% of telephone calls are answered within 10 seconds 15% of support incidents are resolved at first contact 70% of support incidents are resolved within 8 working hours In the event of an area network outage, a fax is sent to all affected sites within 15 minutes We respond to a high priority incident within 1 hour and should a visit be required, we can be on site within 4 working hours Where a lower priority visit is required, we can be onsite within 8 working days Where an incident has been escalated to a 3rd party provider, we will continue to monitor and progress the incident to resolution SCHOOLS BROADBAND AND NETWORK SERVICES The overall contracted service availability is 99.9% during working hours/days Standard changes are completed according to the following target timescales: Core Filtering Policy Change - 4 hours Secondary School Websense Assistance - 4 hours DNS Change - 3 days CPE/Local DMZ Configuration - 3 days Firewall Rules/Public IP assignment - 5 days WEB SERVICES Requests for increased KLZ mailbox size are completed within 2 working days V1 January EiS

14 TECHNICAL DESIGN AND INSTALLATION SERVICES An installation date will be offered within 5 working days CUSTOMER PLEDGE Whenever we install a network server, we will call you within 5 days to check if you have any issues. If the installation occurs during a school holiday, the follow-up call will be within 5 working days of the start of term Any post installation incidents within the terms of the pre-installation agreement will be given high priority. TRAINING AND EVENTS Confirmation for all course bookings are sent to customers within 2 working days Trainers attain the 80% pass mark for their annual Institute of IT Trainers assessment Where a follow up is requested, we call within 8 working hours of course completion DISASTER RECOVERY Failed backups are investigated within 4 working hours Customers will be informed within 8 working hours of a limit breach where space optimisation is not possible QUOTES We will provide you with a quote within 10 working day We will place your order within 3 working days of quote acceptance COMPLAINTS All complaints will be logged and an acknowledgement letter is sent by return post All complaints are fully researched and responded to within 2 weeks V1 January EiS

15 ADDITIONAL INFORMATION REMOTE SUPPORT For routine work, EiS will, with your approval, connect to the school s system to perform remote diagnostics and fault rectification. ADMINISTRATOR PASSWORDS To ensure quick and efficient diagnosis EiS create a user account with administrator access rights to the system being supported. Passwords are stored securely with access only to those EiS support staff who are working on your systems. DATA RECOVERY Where restoration of server data is required, EIS will restore from the most recent complete backup provided by the school or its nominated backup service provider. It is the school s responsibility to ensure that regular server backups are undertaken. Unless you purchase the EiS Remote Backup Service. MONITORING SERVICE This service provides reassurance that any potential issues relating to hard disk space, processor utilisation, memory utilisation, network card activity and antivirus are, where possible, identified so that action can be taken before they become a real problem. HOURS For the purposes of this agreement, a half-day session is deemed to be 3 hours and 15 minutes on-site and a full day session a minimum of 6 hours 30 minutes on-site. Term time only is based on 40 working weeks per year. SOFTWARE LICENCING Licencing for software and applications is the responsibility of the customer. DATA PROTECTION EiS will observe all their obligations under all data protection legislation currently in force, which arise in connection with this agreement. CRB CHECKS All EiS personnel are subject to CRB checks. SITE ACCESS Access to equipment in schools will be between 08:00 to 17:00 Monday to Friday during term time. Any access required outside these times will be negotiated with you. V1 January EiS

16 SUPPORTED PRODUCTS The range of software available and for which we are confident in providing full support is constantly evolving. If a particular product is not listed, please contact us to discuss the level of support we will be able to provide. SOFTWARE Anti-Virus: Backup Software: Network Operating Systems: Operating Systems: McAfee; Sophos and Symantec EiS Remote Backup (Attix 5); Seagate Backup Exec; Windows Backup; Symantec Backup Exec and Nova Backup RM Community Connect 3 & 4, eisnet, Windows 2003 and 2008 Server Windows XP Professional; Vista Business Edition and above; Windows 7 Professional and above. EiS does not support home versions of operating systems Business Applications: All versions of Microsoft Office Word, Excel, PowerPoint, Access & MS Publisher Internet Browsers: Systems: Curriculum CD- ROM Products: Other Curriculum Software: Microsoft Internet Explorer 7 and above KLZ Mail Services; Microsoft Outlook 2003 and above; RM EasyMail; RM EasyMail Server; Ipswitch IMail; Microsoft Exchange Server 2000 and above As agreed with you at the start of each support agreement As agreed with you at the start of each support agreement V1 January EiS