Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS"

Transcription

1 1/04/2015 Secondary School ICT Service Specification by: 1 Andrea Warburton ONE IT SERVICES AND SOLUTIONS

2 SERVICE SPECIFICATION One IT Services and Solutions offer a one stop shop ICT support service, they listen to school requirements and adapt and change where necessary. The aim of the service is to provide advice, support and guidance to Headteachers for the development and support of ICT based provision within schools. The service has been designed to support your school with essential, proactive and flexible ICT support. The ICT services offered in this SLA are to support the core business of teaching, learning and administration. If there is an ICT service that you require that isn t listed in this document please contact us to discuss. CONTACT OFFICER Andrea Warburton TELEPHONE SERVICE OVERVIEW To provide ICT support to schools in respect of hardware, software, networks, management information systems and web services. The core purpose being to assist the delivery of the schools ICT strategy by ensuring the development and delivery of quality ICT services. These services are delivered by in house teams and through contracts with strategic partners. The key offerings are: Advice, support and guidance to headteachers for the development and support of ICT. With a wide range of experience and expertise across the team schools have the potential to access a diverse set of tailored opportunities. This includes regular pre-arranged support visits as well as help desk support. Advice support and guidance in the use of MIS systems including associated add on s eg school dinner money, communication systems and VLE integration. MIS system training. Advice on and the purchasing of hardware and software with a view to best value. Design, configuration, installation and support of whole school networks incorporating where appropriate server virtualisation. Advice and guidance on wireless device implementation tailored to the school environment. Help and support with Microsoft Office systems. Web site hosting, design and development. Apple mac support including integration with Windows networks. Advice and guidance in the use of cloud computing Management and support of schools anti virus systems. A central backup solution so all data is backed up off site and disaster recovery plans are met. Management and control of a central schools data centre. A secure remote access solution for school staff to access applications and files securely from home. Disposal and recycling service for hardware. esecurity to ensure that the systems in place are secure. A secure broadband line with advice around filtering COMMENCEMENT AND DURATION This service level agreement will commence on 1 st April The service level agreement will remain in force until either party gives 3 months notice to terminate this contract. 2

3 The areas of support available are split into four main areas: Broadband Support Admin Support Curriculum Support Management Information System Support - SIMS Details of the support offered for each area are detailed below: BROADBAND PROVISION One IT Services and Solution will provide a broadband connection which will be part of a wider MPLS network which will allow the school to access various centrally hosted services. Having central services allows for economies of scale providing best value for schools. If schools choose to purchase a broadband line from a different supplier then there may be an extra charge for installing a VPN to provide the same central functionality. Please note when ordering a broadband line we are unable to get an exact cost for installation, if work is required to be undertaken by the broadband supplier then excess charges may be received but we will be informed of these before the installation takes place. ADMIN SYSTEMS SUPPORT We will provide an system for staff and students that is accessible from home and external locations with a large mailbox and shared school calendar. The solution will be Office 365. The solution will be accessible from an Apple Mac as well as a Windows computer. We will provide advice and guidance to your Network Manager on the continued support of this solution. We can provide training and Instructions for accessing Web Outlook or Microsoft Outlook if required. Mobile Phones A list of mobile phones will be supplied including Apple iphones and Windows mobile devices that can be used with the solution provided. Advice and assistance will be provided on ordering these phones and setting them up for the end user. Finance Systems We will install appropriate software onto identified school workstations to enable access to your finance system. We will provide first line support for any technical issues in connection with your finance system and we will liaise where necessary with your third party support provider who hosts the solution. Internet Filtering We will provide advice to your Network Manager on filtering solutions filtering should be based upon the current national /regional guidelines for schools. Laptop Encryption Solutions are provided to encrypt data on hardware including Windows laptops, netbooks, and tablets. Apple macbooks and usb devices such as memory sticks and external hard drives. This is so if items are lost or stolen the data cannot be accessed. We will provide advice on the use of this software. Central Backup We will provide a central off site backup solution for all data held on the schools servers. The backup will be monitored and checked on a weekly basis. If schools choose this solution it will satisfy disaster recovery requirements. 3

4 Virus Protection Software Virus protection software will be procured on behalf of the school. The virus protection software will be set up on all servers pc s and laptops to update automatically when a virus update is released. Software will be provided for both Windows and Apple computers. Advice and guidance Advice will be provided on everything to do with ICT which includes networks (cabled and wireless), hardware and software. Advice will be provided for long and short term planning including systems implementation and guidance on a rolling programme for replacing hardware and software. Advice and guidance will be given in the use of cloud computing and cloud storage of documents. Advice and guidance on ICT equipment purchasing including leasing, best value and different payment options. Help Desk A telephone helpdesk service will be provided between 8.00 am and 5.00 pm Mondays to Thursdays and between 8.00 am and 4.30 pm on Fridays. Attempts will be made to resolve calls immediately over the phone using remote support software. A web help desk system will be provided so schools can log in and raise their own calls. Calls can also be logged via to All calls for support will be logged in an electronic format to include caller details, nature of problem, solution given and support officer involved. A satisfaction survey will be carried out to make sure school are happy with the service. Procurement Advice will be provided on all hardware and software purchasing. Pricing will be obtained from various suppliers for a variety of equipment that will work on the school network, this will be undertaken with a view to best value. We will purchase new devices that are introduced to the market with a view to loaning them to schools so they can try new equipment before they buy to make sure it is fit for purpose in their school. We will assist with obtaining quotations for teacher display including whiteboard, projectors, touch screens, LCD TV, Plasma TV and Interactive Projectors. Broadband Support We will be the first point of contact for any problems with the broadband connection to the Local Authority, National Schools Network and the Internet. If any problem cannot be solved locally we will liaise with the suppliers to ensure connectivity is restored in the minimum time. When the schools current broadband contract expires we will contact suppliers and obtain pricing with a view to best value. Ofsted Any faults that arise during an OFSTED inspection will be dealt with within the hour. An additional pre Ofsted visit will be arranged prior to the Ofsted taking place to ensure that systems are working. Proactive Service Time will be spent researching new technology. We will continuously look at providing improvements to the service and speak to schools about what we can do better. 4

5 CURRICULUM SUPPORT Networks Assistance will be provided to your Network Manager where necessary for the management of your schools network infrastructure. This includes both cabled and wireless networks. Servers We will provide a server solution that follows Microsoft best practice. We will provide support for the central servers located in the data centre where One IT Services and Solutions are based. We will monitor data storage usage and inform schools when they are getting low on space. We will provide a pro-active service by monitoring components within the server and fixing issues before the school notice. We will ensure the central servers are kept up to date with the latest software as soon as possible We will update the servers so the latest devices and operating system can be used in schools. Electronic File Storage We will provide individual file storage space for staff and students. We will provide shared file storage space for staff and students. We will provide a file storage space for admin staff. Visit Support will be based on an amount of time and this can be provided via phone, or on site. Various options are available such as: Half a day a month or 29 hours Half a day a fortnight or 58 hours Half a day a week or 117 hours An additional visit will be made prior to an Ofsted inspection at no extra cost to ensure the system is working at full capacity. We will endeavour to provide support for your Network Manager if she/he is absent for any reason. ADDITIONAL ADD-ONS Apple Mac Support Support is provided to your Network Manager on the management of Apple networks and integrating them with your Windows network. Advice will be provided on deployment and build images. Advice, support and guidance will be provided on the use of ipads on the school s network. Management Software We will provide software which allows us to remotely access admin computers in school. If the school wishes to purchase this software for the whole network we will work with them to get the possible price from the supplier. We provide advice and assistance in the use of Meraki MDM solution for the management of ipad's and ios devices e.g. iphone, ipod Remote Access If the school is part of the central network we will provide a solution for staff to allow secure remote access into the school network from home or any other remote location. We will provide access to an individual s my documents area and the school shared area and also to the schools management information system. Access will be via software which will incur a small cost and will be two factor authentication to satisfy security requirements. Microsoft Licencing We will provide advice on the best value for money Microsoft licencing solution for schools. 5

6 We will procure this solution on behalf of schools. We will provide advice on server licencing and procure this solution on behalf of schools. MANAGEMENT INFORMATION SYSTEM SUPPORT Level 1 General Support Personalised technical and user support of all Management Information System modules. Telephone advice and on-site support when required. Any Management Information System faults or user problems that arise during an OFSTED inspection will be dealt with within the hour. We will give ad hoc assistance with creating reports, developing the use of new modules and processing Management Information System year end. We will provide written instructions for standard tasks and procedures. We will provide a data entry service (if time permits) at an hourly rate for entering data. We will provide support with associated add on s to your Management Information System eg school dinner money, communication systems and VLE integration. All Management Information System data will be backed up in line with school backup procedures in conjunction with the school Network Manager. An off-site backup solution is available to schools on the One IT central network. Advice Advice on the use of all Management Information System modules. Advice on the purchase of add-ons for SIMS. Consultancy on School Improvement using SIMS. Upgrades Upgrades to the SIMS system will be provided as and when issued by Capita Education Services if deemed necessary by the One IT support team (schools may be asked to actually perform the upgrade). Upgrades will only be done if deemed necessary due to the disruption to the school. High Quality Support We will ensure that at least two support officers have attended SIMS courses on the various modules available. The support officers will also attend any update training as and when appropriate. Training We will arrange a comprehensive program of Management Information system software training according to demand. We will provide on-site training at an agreed hourly rate. Level 2 Includes all of the above, with the following additions: We will perform all the necessary software upgrades. We will perform all necessary SIMS year end procedures. Level 3 Includes all of the above, with the following additions: We will help maintain assessment data, this service will include assistance with setting up aspects, marksheets and reports. This service includes one to one support in the continued use of Assessment Manager. We will provide 4 hours worth of data entry into any SIMS module including Assessment Manager and Attendance data. 6

7 You can attend two days worth of our in house SIMS training free of charge and you are also entitled to 2 hours on-site training. We will provide support with all SIMS modules used including Nova T, Cover and Options. COST AND PAYMENT Please contact One IT so we can provide you with pricing for the different services we offer. Signed.. Date. Headteacher/Principal (for and on behalf of the School/Academy) Signed Date.. Authorised Officer (for and on behalf of the Service Provider) 7

8 Help Desk Services Levels are as follows: First level provide a help desk between 8.00 a.m. and 5.00 p.m. Mondays to Thursdays and between 8.00 a.m. and 4.30 p.m. on Fridays. Attempts will be made to resolve the call by telephone using remote support software. Second Level should the problem not be solved by telephone using remote support software, a support officer will visit. Third Level should the problem not be solved at an initial visit, a support officer will inform the school within 24hours when they will return. Fourth Level if a problem persists, the support officer will consult with the manufacturer, an external consultant or Capita Education Services and follow their guidance. Any major technical problems with the server which affects the whole system will be responded to within 24 hours. All calls will be responded to within 48 hours. Any faults that arise during an OFSTED inspection will be dealt with within the hour. All calls for support will be logged in an electronic format to include caller details, nature of the problem, solution give, response times time taken and support officer involved. A satisfaction survey will be carried out every year. ROLE OF THE SCHOOL Support Be prepared to follow telephone instructions to attempt to resolve the problem. Be prepared to have remote access software installed on all supported machines to enable support staff to connect to machines remotely to resolve the problem. Provide a detailed description of the fault to include the identity and whereabouts of the computer and any error messages. Report any faults directly to One IT Services and Solutions and not a third party. Faults can be logged by telephone, fax, or directly into the One IT help desk system. Internet Access Refer any breakdown of internet access to One IT Services and Solutions; this will either be referred to the Service Provider or will trigger a visit from a support officer within 1 working day. Establishment Name: Address: Secondary School Name Contact Officer: Designation: Telephone/Fax: TO GET SUPPORT Phone the helpdesk on: Log at call at: 8

Service Specification. ICT Support 2014/2015

Service Specification. ICT Support 2014/2015 Service Specification ICT Support 2014/2015 1 Contents: ICT Service Specification... 3 Contract Options... 3 Additional Consultancy Days... 5 ICT Projects... 5 Service Desk Service... 7 Service Desk Priority

More information

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682 EasiPC Helpdesk A different approach to supporting your school EasiPC currently provides class leading ICT support to schools and academies across Northamptonshire and beyond. To complement our growing

More information

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager

More information

Other Scomis Quotations 1 st April 2015 until 31 st March 2016

Other Scomis Quotations 1 st April 2015 until 31 st March 2016 Other Scomis Quotations 1 st April 2015 until 31 st March 2016 1. SIMS Remote Upgrade Service This installation service involves the implementation by Scomis of each SIMS upgrade onto the Customer's ICT

More information

IT Support for London

IT Support for London IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where

More information

The following servicesare available via the ICT trading account :

The following servicesare available via the ICT trading account : The s Offered Managed s Licences The following servicesare available via the ICT trading account : Admin Support including SIMS Support Curriculum Support Apple Mac Support Apple Mac Support + Curriculum

More information

SIMS Support Service. What we offer. Benefits to your school

SIMS Support Service. What we offer. Benefits to your school 52 SIMS Support Service Our SIMS Support Service includes access to our dedicated and experienced accredited service desk for advice and guidance on Core SIMS.net modules, software upgrades and ad hoc

More information

Technical Services. Making technology work for schools

Technical Services. Making technology work for schools Technical Services Making technology work for schools Why Choose MGL? Our partnership with MGL has been of the highest quality. The professionalism and enthusiasm of MGL's staff is a revelation for those

More information

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

Schools ICT Support Service (SITSS) Service Level Agreement 2014/15 Schools ICT Support Service (SITSS) Service Level Agreement 2014/15 CONTENTS CONTENTS... 2 1 PRINCIPLES OF THE AREEMENT... 3 1.1 Service Desk... 4 1.2 Remote Support... 4 1.3 Training... 5 1.4 Procurement...

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

Alan O Coy Service Manager 01823 357420 (Customer Coordinator) adocoy@somerset.gov.uk

Alan O Coy Service Manager 01823 357420 (Customer Coordinator) adocoy@somerset.gov.uk Somerset Services to Education Providers 2015-2016 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Alan O Coy Service Manager 01823

More information

b. Contact for contract issues/requests (Including billing)

b. Contact for contract issues/requests (Including billing) 1. Responsibilities of the customer a. Appointed contact(s) The customer is required to provide a named contact with E-Mail address and phone contact for each of the following roles (they can be the same

More information

SCHOOL BUSINESS SERVICES

SCHOOL BUSINESS SERVICES SCHOOL BUSINESS SERVICES SBS is one of the UK s leading suppliers of education products and support services including Financial & Business Management, Management Information Systems (SIMS) and ICT. Whether

More information

Advice on how schools can connect into their servers remotely

Advice on how schools can connect into their servers remotely Advice on how schools can connect into their servers remotely Steve Prentice Ian Gover elearning and Information Management Support Services for Education elimadmin@somerset.gov.uk 1 Scenario You want

More information

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes

More information

Information Communications Technology (ICT) Services. Service Summary for 2016/17

Information Communications Technology (ICT) Services. Service Summary for 2016/17 Information Communications Technology (ICT) Services Service Summary for 2016/17 We provide excellent value for money services to schools covering a wide range of ICT areas such as SIMS Support, Curriculum

More information

Onsite Technician Service Definition

Onsite Technician Service Definition Onsite Technician Service Definition Document Version : ISSUE 4 Issue Date : May 2011 Document Valid Until : April 2012 Document Owner Account Manager, Schools and Partnerships, Hampshire IT 2011 Hampshire

More information

Schools are strongly advised to choose one option from both categories i.e. 2 Contract Schedules in total.

Schools are strongly advised to choose one option from both categories i.e. 2 Contract Schedules in total. Agreement reference: Schools IT Support Service (SITSS) Agreement period: 1 April 2015 31 March 2016 Overall Service to be provided Category 1. Technical Support a. Enhanced ICT technical support - a very

More information

Service Level Agreement

Service Level Agreement 2013-2014 Service Level Agreement MIS Support as provided by The Purpose of the SLA The purpose of this SLA is to define the rights and responsibilities of both the school and SMIS in respect of this service.

More information

IT Administration including SIMS Support

IT Administration including SIMS Support IT Administration including SIMS Support Service Level Agreement www.eisit.uk info@eisit.uk Tel: 0300 065 8800 Fax: 01622 663591 EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW Contents

More information

USING GENIE REMOTELY

USING GENIE REMOTELY USING GENIE REMOTELY This document outlines the available options for using Genie in offsite logging mode (Genie single user) or remotely in real-time via a remote desktop (terminal services) connection.

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

What are Hosted Desktops?

What are Hosted Desktops? Hosted Desktops An introduction to Hosted Desktops from Your Office Anywhere Hosted Desktops from Your Office Anywhere provide Flexibility, Reliability and Security and offer genuine cost savings against

More information

IT Support Service Level Agreement

IT Support Service Level Agreement IT Support Service Level Agreement Contents Page(s) 1.0 Platinum - Business Critical Support (4 hour)... 3 2.0 Gold - End User Hardware (8 hour)... 3 3.0 Silver - End User Hardware (8 hour)... 4 4.0 Exclusions

More information

10.3.2015 Company Name IT Support

10.3.2015 Company Name IT Support 1 New Bond St t:+44 (0)20 7403 4031 London WC1 w:www.networkfish.com 10.3.2015 Company Name IT Support We are your reliable London based IT Support department Because you can achieve more. We are the backbone

More information

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

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

More information

An introduction to Hosted SQL database applications

An introduction to Hosted SQL database applications Hosted SQL Server From Your Office Anywhere Cloud hosting applications that require SQL server not only gives you the flexibility to run your application from anywhere, but also provides genuine cost savings

More information

Guardian365. Managed IT Support Services Suite

Guardian365. Managed IT Support Services Suite Guardian365 Managed IT Support Services Suite What will you get from us? Award Winning Team Deloitte Best Managed Company in 2015. Ranked in the Top 3 globally for Best Managed Service Desk by the Service

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

Is your business still wasting time and money on PCs and Servers?

Is your business still wasting time and money on PCs and Servers? Hosted Managed Desktop Cloud Computing Is your business still wasting time and money on PCs and Servers? Our service is a cheaper and simpler alternative to owning and managing your own business IT network.

More information

ICT Education Support from Interm IT (Essex)

ICT Education Support from Interm IT (Essex) ICT Education Support from Interm IT (Essex) ICT Support Solutions ICT Hardware & Software BYOD for Schools Interactive Whiteboards Interactive Display Screens Wireless ICT Network Solutions Cost effective

More information

Autumn 2013. which requires an ID and password to gain access.

Autumn 2013. which requires an ID and password to gain access. Autumn 2013 From Monday 28 October our new telephone contact details are: Service Desk: 0300 065 8888 Sales & Enquires: 0300 065 8800 We are changing our telephone numbers from Monday 28 October 2013 to

More information

Admin ICT Support Service

Admin ICT Support Service Your Support Level With over 20 years experience in ing SIMS and over 3000 schools ed direct by Capita, we understand your needs, enabling us to deliver a personal service. You will receive regular communications,

More information

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk

More information

Curriculum Network Support

Curriculum Network Support Curriculum Network Support Name of Service Curriculum Network Support Service Provider Job Title of Manager Team Address User Support Lead ICT User Support Team 42 New Union Street, Coventry, West Midlands,

More information

VDI can reduce costs, simplify systems and provide a less frustrating experience for users.

VDI can reduce costs, simplify systems and provide a less frustrating experience for users. 1 INFORMATION TECHNOLOGY GROUP VDI can reduce costs, simplify systems and provide a less frustrating experience for users. infor ation technology group 2 INFORMATION TECHNOLOGY GROUP CONTENTS Introduction...3

More information

End-User Remote Support and Helpdesk Services

End-User Remote Support and Helpdesk Services End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...

More information

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

More information

Hosted Desktop for Business

Hosted Desktop for Business Your complete guide to Hosted Desktop Hosted Desktop for Business 1 Doc V1.0 Jan 2014 Table of Contents Hosted Desk- 3 Hosted Desktops today... 4 What is a hosted desktop? 4 How does it work? 6 How easy

More information

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management Service Definition MMaaS Mobile Device Management G- Cloud VII 1 Table of Contents 1 SERVICE MMAAS MOBILE DEVICE MANAGEMENT... 3 1.1 OVERVIEW NINE23... 3 1.2 SERVICE SUMMARY MMAAS MOBILE DEVICE MANAGEMENT...

More information

BUILT FOR YOU. Contents. Cloudmore Exchange

BUILT FOR YOU. Contents. Cloudmore Exchange BUILT FOR YOU Introduction is designed so it is as cost effective as possible for you to configure, provision and manage to a specification to suit your organisation. With a proven history of delivering

More information

ADMINISTRATION COMPUTER NETWORK

ADMINISTRATION COMPUTER NETWORK ADMINISTRATION COMPUTER NETWORK School Administrative Computer Network The Cumberland School operates a network of computers specifically for administrative purposes in the school. This network is electronically

More information

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1 Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported

More information

TECHNICAL SECURITY AND DATA BACKUP POLICY

TECHNICAL SECURITY AND DATA BACKUP POLICY TECHNICAL SECURITY AND DATA BACKUP POLICY PURPOSE Effective technical security depends not only on technical measures, but also on appropriate policies and procedures and on good user education and training.

More information

IT Consulting Services Desktop Support Service Levels are available online. IT Consulting Services Comparison

IT Consulting Services Desktop Support Service Levels are available online. IT Consulting Services Comparison Computing Services - Desktop Support & [Organization] Information Technology (IT) Service Level Agreement for Fiscal Year 2013 This document outlines the services provided by the Desktop Support Program

More information

Access Database Hosting. An introduction to Cloud Hosting Access databases from Your Office Anywhere

Access Database Hosting. An introduction to Cloud Hosting Access databases from Your Office Anywhere Access Database Hosting An introduction to Cloud Hosting Access databases from Your Office Anywhere Microsoft Access is a powerful way of creating bespoke database applications for either your own business

More information

JOB DESCRIPTION. Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale.

JOB DESCRIPTION. Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale. JOB DESCRIPTION Post Title: Salary: Purpose: IT Support Team Leader Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale. To work as part of a team to assist staff and students in

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

Managed IT Services. Maintain, manage and report

Managed IT Services. Maintain, manage and report Managed IT Services Maintain, manage and report 1 2 Comunet was established in 1995 to provide professional Information Technology services to Australian businesses and organisations. Its vision now, as

More information

BACKUP STRATEGY AND DISASTER RECOVERY POLICY STATEMENT

BACKUP STRATEGY AND DISASTER RECOVERY POLICY STATEMENT TADCASTER GRAMMAR SCHOOL Toulston, Tadcaster, North Yorkshire. LS24 9NB BACKUP STRATEGY AND DISASTER RECOVERY POLICY STATEMENT Written by Steve South November 2003 Discussed with ICT Strategy Group January

More information

SPECIFIC SERVICE TERMS

SPECIFIC SERVICE TERMS Limited www.webdrive.co.nz PO Box 302829 North Harbour North Shore City 0751 Telephone: 0800 SPECIFIC SERVICE TERMS These specific service terms must be read in conjunction with 's General Terms and Conditions

More information

Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015

Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015 Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015 This service offers remote backup of part or all of a school's data, including SIMS, on a daily basis during term time. The Customer

More information

St Michael s Collegiate School

St Michael s Collegiate School St Michael s Collegiate School Information Technology Handbook 2014 St Michael's Collegiate School ICT and Notebook Policy Handbook. Collegiate has for many years been a leader in ICT integration within

More information

Cloud economics and flexibility with local choice and control

Cloud economics and flexibility with local choice and control Cloud economics and flexibility with local choice and control Schools are expected to operate in a hybrid IT environment for the foreseeable future, part on-premise and part cloud service. Schools require

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

Cloud economics and flexibility with local choice and control

Cloud economics and flexibility with local choice and control Cloud economics and flexibility with local choice and control Schools are expected to operate in a hybrid IT environment for the foreseeable future, part on-premise and part cloud service. Schools require

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

The School IT Challenge. Introducing Systemax Stack As A Service. Top 12 School IT Challenges

The School IT Challenge. Introducing Systemax Stack As A Service. Top 12 School IT Challenges Cloud economics and flexibility with local choice and control Schools are expected to operate in a hybrid IT environment for the foreseeable future, part on-premise and part cloud service. Schools require

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

Cloud computing is a way of delivering IT services to users without the need to buy, install or manage any infrastructure.

Cloud computing is a way of delivering IT services to users without the need to buy, install or manage any infrastructure. hosted services dynamic Increased flexibility and cost saving The benefits employees can access information wherever they are, rather than having to remain at their desks. Reduced costs our hosted services

More information

Involve Visual Collaboration Ltd Cloud Based Videoconferencing Services

Involve Visual Collaboration Ltd Cloud Based Videoconferencing Services Involve Visual Collaboration Ltd Cloud Based Videoconferencing Services Involve Martin Dawes House, Europa Boulevard, Westbrook, Warrington, WA5 7WH Email: Gcloud@involve.vc Tel: 01925 713888 www.involve.vc

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

ONE TO ONE LAPTOP PROGRAMME POLICY

ONE TO ONE LAPTOP PROGRAMME POLICY ONE TO ONE LAPTOP PROGRAMME POLICY CONTENTS 1 Vision and Rationale... 2 2 Ownership Model... 2 3 End of Lifecycle Process... 2 4 Early Return Policy... 2 5 Appearance / Personalisation... 2 6 Device Specifications...

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

Service Level Agreement

Service Level Agreement Dakota Cloud Recovery December, 2014 Table of Contents Table of Contents... 2 1. Introduction... 3 2. Dakota Cloud Recovery Responsibilities and Obligations... 3 2.1. Installation and Configuration...

More information

[Type text] SERVICE CATALOGUE

[Type text] SERVICE CATALOGUE [Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service

More information

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support 3 1.1 Introduction 3 1.2 Scope of service 3 1.3 Exclusions

More information

Service Level Agreement CMC170615

Service Level Agreement CMC170615 Thank you for choosing Datanet to provide you with business class connectivity and hosting services. Our goal is to provide these services with care, skill and diligence in accordance with industry best

More information

SMALL BUSINESS OUTSOURCING

SMALL BUSINESS OUTSOURCING SMALL BUSINESS OUTSOURCING PCs on Lease 24X7 Remote Supports Professional Fees Service Level Agreement SMALL BUSINESS OUTSOURCING (SMO) CONNECTING YOUR BUSINESS TO THE TECHNOLOGY RESOURCES YOU NEED Implement

More information

Adlib Hosting - Service Level Agreement

Adlib Hosting - Service Level Agreement Adlib Hosting - Service Level Agreement June 2014 This service level agreement (SLA) applies to the Adlib Hosting services provided by Axiell ALM Netherlands BV, and includes the activities and facilities

More information

: Office System Environment

: Office System Environment Document Type Client Systems Document Title Document Version : Service Level Agreement (SLA) : : Office System Environment : : 1.0 Ethical IT, PO Box 254, Bicester, Oxfordshire, OX25 2ZX UK T +44 (0) 870

More information

Information Services Strategy 2011-2013

Information Services Strategy 2011-2013 Information Services Strategy Issue 1 1 Introduction The States of Jersey public sector is facing significant pressure for efficiencies and savings. This has created the context to take a fresh look at

More information

ScoMIS Encryption Service

ScoMIS Encryption Service Introduction This guide explains how to implement the ScoMIS Encryption Service for a secondary school. We recommend that the software should be installed onto the laptop by ICT staff; they will then spend

More information

School IT Systems Support Newsletter - Autumn 2015

School IT Systems Support Newsletter - Autumn 2015 School IT Systems Support Newsletter - Autumn 2015 Herts for Learning Ltd SITSS Retirement - Maralyn Pomeroy Maralyn has worked for the Schools MIS support team for over 24 years. Some of you may remember

More information

INTRODUCTION OF IPAD USE AT UT. Introduction of ipad use at the University of Twente... 1. Content... 1. 1. Introduction... 2

INTRODUCTION OF IPAD USE AT UT. Introduction of ipad use at the University of Twente... 1. Content... 1. 1. Introduction... 2 CONTENT INTRODUCTION OF IPAD USE AT UT Introduction of ipad use at the University of Twente... 1 Content... 1 1. Introduction... 2 2. BEFORE YOU GET STARTED... 2 3. Setting to work... 2 3.1. Purchase...

More information

All the benefits of your own IT department at a fraction of the cost.

All the benefits of your own IT department at a fraction of the cost. IT Department Plus, Extra & Pro All the benefits of your own IT department at a fraction of the cost. With Zed One s service, you decide the level of IT support your company needs. We offer a choice of

More information

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement Service Proposal For From Company Name Here Michael Wheeler 9078687300 Ext 7001 Alaska Computer, LLC 9078687300 Reliable, Professional IT Services 750 E. Fireweed Ln Suite 100 Anchorage, Alaska 99503 About

More information

Audit4 Installation Requirements

Audit4 Installation Requirements Audit4 version 8.1+ 2015 Copyright 2012 S4S Pty Ltd Audit4 Support Matrix 2015 The following table provides details on the operating system and database engine support for Audit4 as at March 2015. Operating

More information

Supporting SUCCESS. premier. computers. Your

Supporting SUCCESS. premier. computers. Your Supporting Your SUCCESS premier computers We are your IT department. We re a team of friendly engineers based in Southend on Sea, and we love technology. We realise you might not, and that s why we re

More information

Link2ICT Service Catalogue 2009/2010 Page 1 of 9 Version 2.0

Link2ICT Service Catalogue 2009/2010 Page 1 of 9 Version 2.0 Link2ICT Catalogue 2009/2010 Page 1 of 9 Name Link2ICT, a division of Birmingham Link2ICT, the IT service provider for learning and knowledge across Birmingham City Council, deliver IT support and solutions

More information

Mac Managed Platform Service Level Agreement. Oxford University Computing Services Network Systems Management Service

Mac Managed Platform Service Level Agreement. Oxford University Computing Services Network Systems Management Service Mac Managed Platform Service Level Agreement Oxford University Computing Services Network Systems Management Service Version: Release Date: 1.0 09/05/2011 Document Control Authors Wylie Horn, Jon Hutchings,

More information

DIVISION OF ENGINEERING COMPUTING SERVICES DECS SERVICE DESK. Fall & Spring: Monday Thursday 8am to 9pm. Summer & Breaks:

DIVISION OF ENGINEERING COMPUTING SERVICES DECS SERVICE DESK. Fall & Spring: Monday Thursday 8am to 9pm. Summer & Breaks: DECS Community IT Michigan State University College of Engineering DIVISION OF ENGINEERING COMPUTING SERVICES DECS SERVICE DESK For all questions and requests visit www.egr.msu.edu/decs or 1325EB, e mail

More information

Harry Fike hefike@frostburg.edu. Frostburg State University Office of Information Technology Technical Services

Harry Fike hefike@frostburg.edu. Frostburg State University Office of Information Technology Technical Services Harry Fike hefike@frostburg.edu Frostburg State University Office of Information Technology Technical Services New Technologies Challenges Solutions What we do at FSU Apple has been gaining market share

More information

BRING YOUR OWN DEVICE PROGRAM 2016

BRING YOUR OWN DEVICE PROGRAM 2016 BRING YOUR OWN DEVICE PROGRAM 2016 Printed: 12/8/2015 Page 1 of 7 TABLE OF CONTENTS The Program... 3 What is BYOD?... 3 BYOD Laptop Specification... 4 When to Purchase... 4 Choosing your Device... 4 Software...

More information

OP26 VIRTUAL OFFICES

OP26 VIRTUAL OFFICES VIRTUAL OFFICES Virtual Offices provide any business with a high level of professionalism, whilst reducing overhead costs. The Hartham Park Virtual Office is perfect for start-up companies or established

More information

IT Services. Service Level Agreement

IT Services. Service Level Agreement IT Services Service Level Agreement Contents 1 Purpose... 3 2 IT Services Objectives... 3 3 IT Helpdesk... 3 3.1 Issues... 3 3.2 Service Requests... 4 3.3 Development Requests... 4 4 Priorities... 4 5

More information

Invitation to Tender for 3VA

Invitation to Tender for 3VA Invitation to Tender for 3VA Offers are invited for supply of the goods/services detailed below. Offers must be submitted via email to adam.chugg@3va.org.uk no later than 5.00pm on 17th September 2015.

More information

Company Information. Tel UK: 0871 230 0417 Tel Int: +44 (0)114 321 6146 Fax: 0871 230 0418 Email: sales@netcom.uk.net Web: www.netcom.uk.

Company Information. Tel UK: 0871 230 0417 Tel Int: +44 (0)114 321 6146 Fax: 0871 230 0418 Email: sales@netcom.uk.net Web: www.netcom.uk. Company Information Tel UK: 0871 230 0417 Tel Int: +44 (0)114 321 6146 Fax: 0871 230 0418 "I think there is a world market for maybe five computers." - Thomas Watson, chairman of IBM, 1943 Who are we?

More information

Bronze Silver Gold Telephone Support & Remote Yes 1 hour per month Yes 3 hours per Yes - 5 hours per month

Bronze Silver Gold Telephone Support & Remote Yes 1 hour per month Yes 3 hours per Yes - 5 hours per month Voluntary & Charity Organisations ICT Support Contract All organisations wishing to partake in the service have a choice of 3 products depending on the amount of computers in the organisation itself. These

More information

Involve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition

Involve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition Involve Cloud Video Conferencing Service VC:me (Video Conferencing: made easy) Service Definition Contents 1. Service Overview... 3 Reservations Service... 4 Endpoint Management... 4 Reporting... 4 Testing...

More information

SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER. Job Description

SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER. Job Description SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER Job Description Swale Academies Trust Job Description for Sittingbourne Community College IT Support Manager Sittingbourne Community College IT Support

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry Networks. Corporate Managed Services Schedule Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You

More information

NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL.

NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL. NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL. Your Credit Union information is irreplaceable. Data loss can result

More information

E2BN Direct - Network Services for Schools and Academies

E2BN Direct - Network Services for Schools and Academies E2BN Direct - Network Services for Schools and Academies E2BN Direct provides internet, web filtering and other services directly to Schools and Academies. We use proven products backed by dedicated support,

More information

We are not a complacent community; all staff are keen to learn and improve, developing pedagogy through research, shared practice and innovation.

We are not a complacent community; all staff are keen to learn and improve, developing pedagogy through research, shared practice and innovation. September 2014 Dear Applicant Re: IT Technician / Support Analyst 37 hrs per week (Monday to Friday incl) 43 weeks per year (Term time plus 4 weeks) Grade BG3 9.66 per hour Thank you for your interest

More information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

More information

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: 07 3324 6150 Fax: 07 3324 6101 www.ezims.com.au info@ezims.com.au

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

Citizen Machinery UK Ltd

Citizen Machinery UK Ltd JOB TITLE IT Support Engineer REPORTING TO European Business Systems Manager JOB PURPOSE Citizen Machinery UK Ltd is the Western Europe sales and support hub for the market leading ranges of Cincom sliding

More information

Focus On Educating! How to remove the headache of financing and supporting your school s ICT through Outsourcing. Presentation by:

Focus On Educating! How to remove the headache of financing and supporting your school s ICT through Outsourcing. Presentation by: Focus On Educating! How to remove the headache of financing and supporting your school s ICT through Outsourcing Presentation by: Lisette Sens Head of Channel, Zynstra Educational icon? (CP) 22 nd January,

More information