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

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1 Agreement reference: Schools IT Support Service (SITSS) Agreement period: 1 April March 2016 Overall Service to be provided Category 1. Technical Support a. Enhanced ICT technical support - a very proactive service providing advice, instructions and actively resolving IT issues. This service is aimed at ensuring that schools get the most out of their IT systems. This includes ½ on-site support day (3 hours) for primary schools during agreement period. b. Remote and telephone ICT technical support a service for schools that have their own technician support arrangements and only require maintenance support for the services they access through Shropshire Council Category 2. MIS (SIMS) Application Support a. Enhanced MIS (SIMS) support- a very proactive service providing advice, instructions and actively resolving SIMS issues. This service is aimed at ensuring that schools get the most out of their MIS systems. This includes ½ on-site support day (3 hours) for primary schools during agreement period. This includes 3 on-site support days (18 hours) for secondary schools during agreement period. b. Remote and telephone MIS (SIMS) support a service for schools who have SIMS users with few support and training requirements and only require telephone and remote support. Schools are strongly advised to choose one option from both categories i.e. 2 Contract Schedules in total. Managed Service In addition to the standard contract schedules, SITSS can provide a managed service where more options are bundled together. This will include everything listed for Technical Enhanced support and everything listed for MIS (SIMS) enhanced support plus: The Shropshire WAN internet service provision and access to all services delivered using this connectivity SIMS licences Impero classroom management licences Microsoft licences operating system and Office application Backup This is a bespoke service and will be quoted for on a school by school basis. Appendix 1 provides a detailed service catalogue. 1

2 Responsibilities Roles Service Desk Officer first point of contact IT Officer/Technician second line support Responsibilities ICT Project Manager new business development Senior Schools ICT Technical Officer project management, development and escalation Schools ICT Team Leader customer liaison, development and escalation Shropshire Council ICT Manager escalation Requirements and Obligations of the Provider Ref. P1 What we will do for you Service Desk SITSS endeavours to resolve all ICT incidents and requests for support using remote and telephone support in preference to on-site visits. All requests should be reported to the Service Desk by ing s automatically generate a customer incident record in the central ICT Support call logging system and are responded to within published response times. All calls are electronically logged which allows progress monitoring and subsequent analysis. The Service Desk telephone service ( ) will only be available to Enhanced subscribing schools and for emergencies. Any school subscribing to a remote and telephone support service that phones the Service Desk with an issue that is not classed as an emergency will be asked to raise their query by ing sitss@shropshire.gov.uk. Use of the number will be monitored and Telephone and Remote support schools that continue to log nonemergency incidents by phone will be charged the corresponding Enhanced subscription rate. Emergency enquiries are defined by the examples below: Entire/substantial part of ICT system unavailable Internet down No access Ofsted inspection The cost of the initial contact and advice will always be covered by the Contract Schedule charge. Service Desk personnel will endeavour to help customers with all ICT related queries (depending on individual subscription levels). Service Desk personnel may wish to resolve the problems using remote support. This allows ICT support staff to take remote control of PCs which assists with the speed in which problems are resolved. If it is not possible to resolve the problem immediately, then the priority of the problem will be agreed with the caller and the problem passed to the appropriate specialist(s) or third party. 2

3 Ref. P2 What we will do for you Remote Support Bomgar is used to provide remote ICT support to Shropshire schools. If Bomgar is utilised, the user at the school is asked to invite on screen participation before remote access to the PC is possible. A copy of the Remote Support protocol is available in the SITSS service area of the Shropshire Learning Gateway. With the agreement of individual schools, Bomgar can also be used to provide remote support without user intervention on selected devices. P3 SITSS reserve the right to refuse to support any hardware or software not procured and configured via the team. Training SITSS publishes ICT training courses to help schools use SIMS and Microsoft Office software more effectively. A full list of courses is available on the SITSS service area of the Shropshire Learning Gateway. Technical training will be procured on behalf of schools on a needs led basis. These technical courses will be chargeable to schools as they will be sourced externally and delivered by a third party provider. Courses are usually held at The Lantern, Meadow Farm Drive, Shrewsbury but, subject to demand, delegate numbers and subscription level, courses can also be delivered onsite. Cancellations All cancellations of course bookings must be made in writing, this may be in the form of an , fax or letter; a phone call will not be accepted as a means of cancellation. All bookings will remain on the system until written confirmation is received. Cancellation charges, regardless of subscription level, will be applied using the following guidelines: No charge for 14 or more working days notice Cancellation charge of 50 will be made with less than 5 working days notice Cancellation charge of 150 if a delegate fails to attend a course for which a place has been booked. SITSS reserves the right to cancel a course if the minimum number of delegates for a course (6) is not achieved. Where this is necessary, schools will be offered an alternative date. P4 P5 Procurement A number of procurement routes, compliant with UK and EU procurement rules for the supply of computer hardware, software and services, are available to schools via the SITSS team. A recommended equipment list is made available on the Shropshire Learning Gateway. Shropshire Wide Area Network The majority of Shropshire schools have a network connection, provided by BT, onto Shropshire s wide area network (WAN). The cost of the network connection is not part of this Contract Schedule although schools subscribing to the WAN can use the Service Desk to report issues. 3

4 Ref. What we will do for you Centralised services to schools are provided over the WAN, e.g. content filtering, Sophos anti-virus, access to SAMIS and access to ResourceLink. Fully managed and bespoke bundles that include WAN for your school will be clearly shown on your schedule. SITSS cannot guarantee service delivery across any another network or internet service provider. It should be noted that while every effort is made to provide the Internet Services, the internet feed to schools is provided by a third party supplier i.e. Janet (the Joint Academic Network). SITSS cannot held be responsible for any issues with the Janet feed P6 Access to additional pay as you go services see appendix 2 Requirements and Obligations of the Customer Ref. C1 C2 C3 C4 Customer responsibilities what you need to do for us Backup of data The school must ensure a frequent and verified backup of their data. SITSS provides advice and support on appropriate data backup strategies. A remote online backup service is available from Sapphire for an annual subscription charge. The school must ensure that backups are complete and up to date. Where a restore from backup is necessary, SITSS cannot be held responsible for failing to restore data where an adequate backup is not available. Anti-virus software The school must ensure up to date anti-virus software is available on all computers. If using SITSS recommended anti-virus software, regular updates are provided to schools from a central update server or locally from schools own servers. Anti-virus software, by itself, does not offer sufficient protection. The school should ensure all operating systems are supported and are updated (patched) as required. Software licences The school must maintain an up to date inventory of software licences and ensure that adequate licences are available. Schools may be asked to verify in writing that licences are available before the installation of software. The school is responsible for payment for all software licences and any maintenance renewals. The school is responsible for maintaining contractual agreements direct with its software suppliers. Please note that Capita require notice in writing by 31 December if a school wants to terminate its SIMS licence for the next financial year. Hardware must be fit for purpose and compatible with software in use. Scheduling of ad hoc work If the school purchases ICT equipment direct from a supplier but requires SITSS to carry out configuration and installation work, the school is required to give SITSS five working days notice to scope the project and arrange a mutually 4

5 C5 C6 C7 convenient date for this work. The school should note that this is not covered by the standard terms of this Contract Schedule, is subject to additional charges and school holidays are likely to be used. Access The school should provide for SITSS, in a timely manner and at no extra charge, access to the school s premises, data and other facilities as reasonably required. Notice period The school should notify SITSS in writing by 31 December whether they wish to renew, amend or extend the term of the agreement or to confirm that the agreement shall terminate upon the current end date. Cancellations As far as reasonably possible, the school must ensure that cancellations for onsite visits or training courses are made in writing. This may be in the form of or letter. A phone call will not be accepted as a means of cancellation. SITSS reserves the right to cancel an appointment in exceptional circumstances such as extreme weather conditions. Service Standards: KPI s and Performance Measures Ref Description Target Tolerances KPI 1.0 SERVICE DELIVERY TIME Service desk response times 1.1 Emergency Critical applications and system(s) down or unusable 0-2 hours 1.2 High Site(s) are down or unable to work Multiple users are not able to carry out their normal work function Security incidents Part of the system is unusable preventing users from carrying out their duties Single user is not able to carry out their normal work function or specific task for that day 0-4 hours 5

6 1.3 Medium Minor problems that do not affect the day-to-day use of the system 0-8 hours 1.4 Low Software errors causing inconvenience but no lack of function Test/trainer system faults General customer queries/requests for advice Change requests Software installs/updates Hardware setups/installs Password resets All other types of query 0-16 hours All requests for visits will be following a support call to the Service desk when first and second line attempts have failed to resolve the issue Onsite response times 1.5 Priority Priority Priority 3 If affecting teaching and situation is deemed to be an emergency Medium priority incidents Low priority incidents 0-2 hours Arrival first thing next morning Within 5 working days Please note that response times are not incident resolution times. The actual resolution will be determined by the complexity of the requirement. Where there is a problem which requires input from a third party, the response time will be determined by the vendor. The Service Desk will monitor progress and ensure that the customer is kept informed of progress. Customer service is a vital part of the Service Desk service and we will seek feedback from both internal and external customers. Feedback is analysed to assess our performance and highlight areas for improvement. For hardware purchased via the SITSS procurement service, the Service Desk liaises with 3 rd party suppliers for faults covered under warranty. In all instances the Service Desk must be contacted if a hardware fault occurs. Details of pre-determined timescales for fault notification and replacements will be confirmed with order acknowledgements. 6

7 Days/times during which Services are to be available During term time (and excluding bank holidays), the Service Desk is guaranteed to be staffed as follows: Monday Friday hours On standard PD days and during half term, Easter and summer school holiday periods, the Service Desk is guaranteed to be staffed as follows: Monday Friday hours The Service Desk is closed for the Christmas school holiday period. The exceptions to the above will be Exam Results and School Census days when extended support hours will be offered. These will be confirmed and published in advance on an annual basis. The Service Desk has a voic system that operates when all Service Desk personnel are busy on other calls and/or when customers contact the service out of hours. This automatically generates a service desk incident. Responsible Officer Suzi Davies Schools IT Team Leader suzi.davies@shropshire.gov.uk Charging and commercials Details on the various packages available for the Schools IT Support Service, including pay-as-you use options, are available on request from Suzi Davies on or via to suzi.davies@shropshire.gov.uk. Additional Services Additional services (pay as you go) will be billed at point of delivery. Switch Maintenance Switch maintenance is only available to those schools subscribing at Telephone and Remote or Enhanced level. A school cannot subscribe to the switch maintenance service only. The scheme includes: 8 hour response (during available service hours) to switch problems including exchange where necessary. Type 1 switches* installed by Stoneleigh Consultancy are covered by a full exchange. Type 2 switches** installed by GGR Communications or Stoneleigh Consultancy are only covered by a 30-day loan scheme. It is then the school s responsibility to purchase a replacement. After 30 days have elapsed, SITSS reserves the right to collect the loan switch. These switches are no longer covered by Cisco s own warranty and as such a premium is applied to reflect the age of the equipment and the probability of failure. 7

8 Other Cisco switches are not eligible. Cisco switches purchased from other third party vendors or grey imports are not eligible. Wireless controllers and access points are not covered by this maintenance. Other manufacturers switches are not eligible. All technician costs (including on-site time) associated with the diagnosis and exchange are covered by the annual maintenance payment. All courier costs associated with the service are covered by the annual maintenance payment. Type 1 switch* models: Cisco 2960G-24, 2960G-48, 2960G-24 POE, and 3750G-12 Type 2 switch** models: Cisco 3524-XL-EN, 3548-XL-EN 3508G, , , 2950G-24, 2950G-48 The continuation of this service is dependent on subscription by the majority of schools. Remote Online Backup Service A remote online backup service, in conjunction with Sapphire, is available to subscribing schools. Office 365 Microsoft Office 365 is a cloud-based and collaboration service (cloud Exchange and SharePoint) offered by Microsoft to education customers at a low operational cost. The SITSS team can provide consultancy for individual schools on Office 365 for initial setup, the registration process for domain names, integration into School s AD and on-going development and support. This service is provided at an additional charge to subscribers and prices will be agreed before work is started. Classroom Management SITSS is working with Impero to provide teachers with classroom management software allowing them to monitor and interact with pupils. Remote Access into School There are a number of ways in which a school can gain remote access to its data. SITSS can advise on the best method and assist in setting this up. Managed Service In addition to the standard contract schedules, SITSS can provide a managed service where more options are bundled together. This will include everything listed for Technical Enhanced support and everything listed for MIS (SIMS) enhanced support plus: The Shropshire WAN internet service provision and access to all services delivered using this connectivity SIMS licences Impero classroom management licences Microsoft licences operating system and Office application Backup This is a bespoke service and will be quoted for on a school by school basis. Schedule Review The contents of this Schedule will be reviewed at regular intervals (minimum 6 monthly). Any amendments must be agreed by both provider and customer. 8

9 New for Schools IT Support Service (SITSS) In response to feedback, we are changing the structure of our Contract Schedules for Customers will be offered 2 levels of SIMS support. The telephone and remote support option is aimed at schools that have good ICT support onsite and have support staff that are competent in the use and maintenance of SIMS. The enhanced support is aimed at schools who are heavily reliant on their MIS system and require support that goes beyond the provision of instructions and basic fault fixing. SITSS recommends that its customers read the summary service catalogue before making a decision of which service to opt for. The following services can be provided on request to support the use of SIMS Telephone and Remote Enhanced Step by step guides to produce statutory returns e.g. end of Key Stage results, School Census Assistance with statutory returns e.g. end of Key Stage result, School Census Instructions only Step by step guides to carrying out key procedures e.g. end of year, attendance, CTFs, ATFs, exams, timetables Assistance with key procedures e.g. end of year, attendance, CTFs, ATFs, exams, timetables Instructions only Fault finding and applying fixes Dissemination of recommended minimum standards for hardware and software Monitoring of software upgrades and providing pre-notification and management Testing of major releases prior to installation Installation and upgrade of Discover Instructions only Regular newsletters Training courses as advertised on shropshirelg.net Available at additional cost Training courses delivered on-site for school individual/school group Available at additional cost Roadshows, workshops and user forums as advertised on Shropshirelg.net Available at additional cost Bespoke training courses X Remote support for training and demonstration X Workstation client install in primary schools Instructions only 9

10 Database recovery Available at additional cost Database move to new server Available at additional cost Housekeeping service eg tidy addresses, tidy contacts, delete old CTFs, delete old returns X Support for non-standard modules on a best endeavours basis eg Lesson Monitor, In-Touch, FFT, Agora, Staff Performance Support for B2B data transfers to the LA system (ONE) ie core pupil data, attendance, SEN and exclusions Report design X SIMS health check - termly consultancy meeting with senior leadership and/or senior users to improve use of MIS data in secondary X Available at additional cost Telephone consultancy to improve use of MIS data 10

11 New for Schools IT Support Service (SITSS) In response to feedback, we are changing the structure of our Contract Schedules for Customers will be offered 2 levels of Technical support. The telephone and remote support option is aimed at schools that have good ICT support onsite and have support staff that are competent in the use and maintenance of ICT. The enhanced support is aimed at schools who are heavily reliant on their ICT system and require support that goes beyond the provision of instructions and basic fault fixing. SITSS recommends that its customers read the summary service catalogue before making a decision of which services to opt for. The following services can be provided on request to support the use of ICT Telephone and Remote Services only supported if purchased from and/or set up by SITSS. Any fixes for 3 rd party products will always be chargeable Enhanced Wherever possible the services listed below will be supported by a remote support service Online backup Office 365 issues (passwords and client configuration issues) Office 365 account creation Office 365 client setup (Outlook, Apple Mail) Corporate application access issues Corporate application install and upgrades Server faults Server AD work (user creation, lockout, Group Policy changes) Switch port changes (VLANs) Workstation logon issues (single user) Mobile device connection issues Wireless network fault finding Software installations and upgrades 11

12 Workstation adding to school network Peripheral support (printers, monitors) cannot print etc. Setup Instructions only Photocopier setup and access 3 rd party contractors installing equipment (wireless, networks, workstations) IP address details requested from Stoneleigh, Schools, 3 rd Party DNS changes for.sch.shropshire domains DNS changes / renewals for schools purchasing through us (easily site managed) Available at additional cost IP address and public tunnel requests (for access to school systems) Firewall changes to allow access to systems Apple ID creations and application support Installation of Apple MACs Available at additional cost Deployment of apps on mobile devices. Workstation and server fault reporting Whiteboard connection issues Instructions only Whiteboard software upgrades and installation Sophos client installations and issues Client firewall issues and configuration Instructions only Web filtering allow/block Web filtering onsite break/fix Management of central application services School based Smoothwall device queries and upgrades Procurement advice and costing Consultancy for network and systems (advice and guidance) Available at additional cost 12

13 Technical networking group (TNG) (rebranded network manager group) School new build and refurbishment projects Available at additional cost Available at additional cost Onsite technician link service (ad hoc and regular) Available at additional cost Projector maintenance and cleaning Video conferencing service (faults and setup) Security advice and guidance. Security audit and documentation Sophos issues i.e. not updating 13