Curriculum Network Support

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1 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, CV1 2HN. Telephone Accessing the Service Telephone Website Duration of Service This agreement remains valid for 12 months from the 1st April 2015 until 31st March Any subsequent agreement will be reviewed annually. Services Included Advice, guidance and support on school s curriculum network Advice and guidance on curriculum hardware issues General maintenance of supported curriculum workstations; i.e. McAfee and Windows Updates Printer installation Curriculum Software installation As and when required, demonstrate to teachers and technical staff in schools how to use and maintain newly installed systems, such as Server based resources, online learning resources, VLE's, Whiteboards, cloud services such as curriculum software

2 Services Included packages, data logging, simulation software. Anti-Virus Software on all supported machines that use the LA central EPO Server. If any problems are highlighted we will inform the school business manager Support on hardware issues. If we find faulty hardware, we will inform the school, check the warranty status (Only if purchase and warranty information available from the school) and place the warranty call if required. Where no warranty exists we will offer support and guidance on schools procuring replacement hardware however ICT will not be held responsible for any delays in replacing hardware that are as a result of a 3rd party supplier ICT will offer advice and guidance on use of projectors, servicing of projectors and procurement of projectors Exclusions Reloading of existing or new curriculum server (this service is available but at an additional charge). The UPS Battery is a consumable and as such is not covered by this Curriculum Network SLA. We will provide recommendations for procuring UPS hardware/consumables however the hardware is not covered under the Curriculum SLA, i.e. this is the schools responsibility for purchasing new/replacement hardware. This is the same approach for network devices such as switches, routers, media convertors and fibres cables etc The Server UPS uninterruptable power supply and associated network switches are supported however if the hardware fails and is not under warranty we will only offer support and guidance in the procurement of new hardware. Where a 3rd party company/ict technician has made or attempted to make configuration changes to the Curriculum network workstations/server or network switches ICT Services may charge to rectify issues caused by the 3rd party. Service Charges Two services are available: Scheduled half day (3 hours) on site/remote support pre-scheduled day for 36 weeks. Scheduled full day (6 hours) on site/remote support pre-scheduled day for 36 weeks. Individual establishments will be quoted separately for these services. 1

3 Additional Services and Charges Curriculum Server installation and reload of existing server Requirements for additional data points/power outlets are available from CCC Building Consultancy Services/Parkers however these charges are not covered by the SLA. Additional internal network cabling this is available but at an additional charge not covered by the SLA. If pre-planned scheduled work exceeds standard half day/full day this is charged at 24.50/hour. Adhoc work will be charged at 45 per hour, or part thereof. Service Priorities The service is designed with support of teaching and learning as core to its values. Service Availability Service availability of this service matches the ICT Services to Schools General Conditions SLA. Please see that document for further information. Service Benefits Supported servers/workstations updated with latest AV McAfee Antivirus patches/updates. Weekly ½ day or 1 day visits by ICT technician. These will need to be agreed with the school Regular maintenance of supported equipment; desktops, laptops, printers, projectors etc. Supporting teaching staff in using ICT equipment. 2

4 Alternatives Available Schools can purchase ICT of their choosing. Customer Responsibilities The school should log work requests with the Service Desk so that ICT Services technicians know the tasks required to be carried out at the scheduled visit. The school must either sign up a scheduled half day visit or full day pre planned visit. This will be over a 36 week period per annum. The school should arrange for adequate supervision of children while the ICT Services technicians are working at the school. ICT Services reserve the right to withdraw support from a school if ICT Services staff are mistreated. As with the Administration server backup, the daily checking of the backup logs on the curriculum server is the responsibility of the school. ICT Services technicians will endeavour to advise a nominated person on checking the backup log, and running a manual backup if ever necessary. It is the responsibility of schools to ensure that anti-virus software is up to date and inform ICT services if this is failing on supported machines. Schools should advise ICT Services of the machines and hardware that they require support for and any subsequent changes. It is the Schools responsibility that no 3rd party company/ict technician makes any configuration changes to any curriculum network servers or workstations unless it is as a result of an incident or service request and, ICT Services have been notified in advance of any changes being made. The Headteacher is responsible for all legal aspects of their computer systems related to Computer Misuse, Data Protection, Copyright Law, etc. 3

5 Performance Standards There are no specific performance standards for this SLA. These are covered by the performance standard included in the general ICT Service to Schools Description. ICT Service Responsibilities We will liaise on your behalf with 3rd party support agencies, where appropriate i.e. Stone Computers, Capita etc. ICT Services will endeavour to assist in problem solving of unfamiliar software. We will demonstrate to School staff the use of equipment, software and communications during their weekly visit. We will assist the school on ICT curriculum related matters and planning future projects and ICT purchases where applicable. ICT Services will, where appropriate liaise with manufacturers on the schools behalf and will make no charge for this. However, ICT Services cannot be held liable under the Sale of Goods Act or the White Goods Act. ICT Services acts as an expert proxy for the Head teacher but we are not the manufacturer or reseller for the purposes of these laws. ICT Services will endeavour to give advice to ICT co-ordinators and Head teachers on how to most effectively develop their curriculum ICT systems. DBS Disclosure and Barring Service it is our policy that standard checks are acquired, for all staff who are working in a role where they will potentially come into contact with children and young people. This will be done in accordance with current Government legislation. Complaints / Commendations Please see the general conditions for ICT Services to schools/academies depending on your establishments type. 4

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