IT Administration including SIMS Support

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1 IT Administration including SIMS Support Service Level Agreement Tel: Fax: EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW

2 Contents 1. Service Overview 3 2. Duration of Agreement 3 3. Service Availability 3 4. Service Provision 4 5. Responsibilities 5 6. Continuous Service Improvement 5 7. Escalation and Complaints Procedure 5 8. Appendix 1: Definitions 6 9. Appendix 2: Response Times Appendix 3: Software and Hardware 8 Page 2

3 1. Service Overview 1.1. The EIS Administration Support Service provides telephone, remote and on-site support via the EIS Service Desk. Customers will contact the EIS Service Desk by telephone, or via our website to request help or advice relating to supported products. Appendix 3 provides a list of the hardware and software supported under this Agreement Customers will also be able to request an annual health check of their Administration System which will be performed remotely. EIS will also provide regular Information Notices and general advice via , hard copy and our website exclusively for customers with contracts. Regular local SIMS user group forums will be arranged to enable customers to see new SIMS products / functionality, share experiences with colleagues and provide feedback to EIS With effect from the Commencement Date EIS will provide the Customer with the Services as detailed below on KCC working days and between normal working hours. EIS will use reasonable endeavours to provide the level of Service which relates to the Start to Fix Times (for the avoidance of doubt Start to Fix Times does not mean the time to diagnose and rectify any fault). EIS and the Customer, both acting in good faith, shall endeavour to agree the levels priority to be given to a call for faults identified by the Customers. In the event of the disagreement, the matter shall be treated as a dispute and shall be dealt with according to the provisions of the Terms and Conditions document. 2. Duration of Agreement 2.1. This Agreement shall continue until terminated in accordance with the provisions of the EIS Terms and Conditions. 3. Service Availability 3.1. The EIS Service Desk will be available from 08:00 to 17:00 each KCC working day. There will be a maximum of 2 staff training days per year when the Service Desk will close these will normally be during school holiday periods. Page 3

4 4. Service Provision 4.1. Service Desk: Customers are allowed an unlimited number of support requests per annum. Resolutions will normally be provided via direct telephone or remote connection. EIS will determine if a visit is required to provide the solution Support is available for: - Identification and, where possible, correction of software, hardware and user errors - Assistance with EIS Information Notice / documentation queries and use of instruction manuals - Advice on appropriate training and availability - General advice on hardware and software purchasing - General advice on care and maintenance of equipment 4.3. Server Health Checks: EIS will, when requested, perform a health check on SIMS Servers and Domain Controller Servers annually by remote connection which will detect potential problems before they arise. The health check will include: - Checking users (disk quotas, administration rights etc.) - Checking the backup status - Checking the Server disk space and specification - Checking the Windows Event Logs for errors - Checking the antivirus log - Current system software versions and upgrade status - Check Server performance - Check for application updates for SIMS and Microsoft Office software 4.4. You will be notified via if a health check indicates any issues that need to be followed up. If action is required this will be explained and options discussed with you Keeping You Up to Date: You will be kept informed by means of our website, articles, service leaflets, newsletters and . The EIS website will alert customers of any major incidents which could affect the use of IT, as well as providing information and guidance notes On-Site Support On-site support includes: - Minor hardware upgrades or diagnostic troubleshooting of supported software / hardware. Replacement parts and installation of new servers / computers / laptops or tablets are not included. These services can be quoted for separately by EIS - Peripheral installations installation of individual supported peripherals, provided that compatibility is confirmed in advance by EIS - Where necessary, we may need to remove hardware to our EIS base to conduct further diagnostics 4.7. Access by EIS Staff: It will be necessary for EIS to hold an EIS only support user with administrator access rights to the system being supported. This is to ensure that we can offer quick and efficient diagnoses and support to your school. Passwords will be stored securely with access only to those EIS support staff who are working on your systems CentraStage: CentraStage will be installed on all your servers covered by an EIS Support contract. CentraStage can then be used for any required changes and to quickly fix issues in the future. CentraStage has the added advantage of being able to remotely monitor the health of devices on your network and will report issues, often before they become a problem. In fact, during our testing of the product, we have already significantly improved our response time to recover a user device and server. CentraStage cannot monitor your data, including SIMS and we will enable privacy mode so EIS cannot connect to devices (other than servers) without your permission. Page 4

5 5. Responsibilities 5.1. EIS Responsibilities - EIS is responsible for the support of all servers relating to this service - EIS aims to provide a customer focused, cost effective and high quality of service for the areas of work defined within this SLA - EIS will advise the customer of any circumstances that may adversely affect the level of the service being provided - When a service interruption happens, EIS will respond urgently to restore the service and will work with 3rd party suppliers to enable this to happen 5.2. School Responsibilities - Use the defined processes for logging incidents and service requests - Train users in the proper use of devices - Respond to requests from EIS, in relation to a current incident or service request - Comply with security and policy requirements set by EIS, KCC or its suppliers - Nominate a lead contact with suitable authority to provide liaison between EIS and the school for matters relating to the service - Provide prompt access to the school based infrastructure for EIS staff or its subcontractors. This includes an emergency contact for out of hours access - Agreeing projects and the use of new technology with EIS prior to ordering 6. Continuous Service Improvement 6.1. EIS will commit to on-going improvements to ensure the services provided keep pace with latest teaching methods and customer needs. We will make use of the latest technology where beneficial to the school and learning. 7. Escalation And Complaints Procedure 7.1. If you are not satisfied with the level of service, please contact the Service Level Manager in the first instance. If you are still not satisfied please escalate to the Service Manager and then the EIS Manager. A complaints process is available should you wish to log a formal complaint. Please put your complaint in writing to the Service Level Manager to invoke this process. Page 5

6 8. Appendix 1: Definitions EIS Commencement Date Customer KCC Means the unit which is owned and managed by KCC As set out in Clause 2.2 of the EIS Terms and Conditions Means the person or firm who purchases services from EIS Means The Kent County Council, Sessions House, County Hall, Maidstone, Kent, ME14 1XQ Response Times Means the response times in the table set out in Appendix 2 SIMS Start to Fix Services Software Supported Products Terms and Conditions Working Day Working Hours Schools Information Management System procured by KCC; EIS provides support to schools in using the system Means the time it takes before an attempt is made to start to fix the issue in the table set out in Appendix 2 Means those services described in this document and any variation agreed in accordance the EIS Terms and Conditions document Means the Software described in this document Means the Software and Hardware Means the EIS Terms and Conditions as amended from time to time by EIS Means Mondays to Fridays (inclusive) excluding any bank and other public holidays Means 08:00 to 17:00 hours (inclusive) Page 6

7 9. Appendix 2: Response Times Start to Fix Times The start to fix times in the table below are during core hours on normal working days (Monday to Friday 08:00 to 17:00). Priority Relevance Start to Fix High Complete failure of critical application (e.g. SIMS) or server. no 1 hour printing at all on system. Medium Partial loss of functionality affecting business critical application. 8 hours Partial loss of functionality affecting administrative critical system e.g. partial loss of printing or network or workstation failure. Standard All other reported issues excluding product enhancements 5 working days 9.1. EIS aims to resolve the maximum number of problems possible the same day using telephone/remote support. However, where this is not possible and an on-site visit is required then you can expect a visit within 1 working day for high priority calls, 2 working days for medium priority calls and 8 working days for standard priority calls. Calls that are escalated to a 3rd Party for resolution or advice will be monitored by EIS to ensure a timely response is received In the event of a major outage effecting a significant number of schools, EIS will provide an alert on our website and a message on our telephone system. Further updates on the progress of resolving the issue will appear regularly on our website. Page 7

8 10. Appendix 3: Software and Hardware Supported Software and Hardware The range of software available and for which EIS is 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. EIS will, where appropriate, advise the customer of works attributable to a third party supplier of materials e.g. upgrades, notifiable defects, documentation, etc. It is our normal policy to trial third party upgrades and new releases, passing all relevant information and advice onto the customer. Software SIMS - Full support for all modules listed below where in use: Core SIMS.net core (including Census and School Workforce Census), SIMS.net Reporting, System Manager, Attendance, Behaviour Management, SEN, IEP Writer and In Touch Resources FMS6 / Accounts Receivable (excluding accountancy advice), Dinner Money, Equipment Register, Personnel, Staff Performance Suite Curriculum NOVA T, Staff Cover, Options for Windows, Lesson Monitor, Academic Management, Academic Reporting Performance Profiles, Assessment Manager (including Assessing Pupil Progress), Performance Analysis, Exams Organiser, Discover Please note that as SIMS modules are discontinued or replaced by Capita ES, EIS will review this list and amend it accordingly. Other Software - DTP and Presentations: MS PowerPoint 2010 / 2013 / 2016, MS Publisher 2010 / 2013 / Server Operating Systems: Windows 2008 / 2008 R2, 2012 / 2012 R2 - Network Management Systems: RM Community Connect, EISNet - Client Operating Systems: Windows 7 Professional, Enterprise or Windows 8 Pro / Windows 10 Pro or higher - Business Applications: MS Office 2010 / 2013 / Internet Browsers: MS Internet Explorer 9 / 10 / 11 Page 8

9 Communications: MS Exchange 2013 / 2016, Outlook 2016 / Outlook Express 2013 / 2016, KLZ Backup Software: EIS Remote Backup, Symantec Backup Exec, Windows Server Backup Hardware Servers, PCs (Computers) and standard IT peripherals (e.g. printers, scanners etc.) which conform to industry standards. EIS will make every reasonable effort to ensure that the software applications listed above will perform as specified by the software suppliers on the agreed hardware. This also applies to printers conforming to industry standard printer protocols. EIS will, where appropriate, advise of works attributable to hardware suppliers, notifiable defects, documentation, etc. Networking Infrastructure EIS will assist in diagnosing faults including cabling and active elements but will not be responsible for repairs. Page 9

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