Moodle & Totara Learning Management Systems Service Description G-Cloud 7

Transcription

1 Moodle & Totara Learning Management Systems Service Description G-Cloud 7 Introduction Founded in 2003 as a learning technology company providing solutions to the education sector, Webanywhere has diversified to support lifelong learning across the public, private and third sectors. Over 120 staff are employed across the operational bases in the UK, US and mainland Europe. The Service We provide hosting of both Moodle and Totara Learning Management Systems. Webanywhere, as one of the largest Moodle partners in Europe, has extensive experience customising and tailoring Moodle and Totara to customer requirements. As a base offering, hosting and support of Moodle/Totara is available, but on further discussion and bespoke quotation additional services such as consultancy, development, testing, training and strategic leadership are offered as detailed in the SFIA rate card. Buying and Delivery Process Webanywhere will provide a quotation upon request for the services that you require. You may wish to have preliminary conversations with our sales and consultancy teams prior to quotation in order to clarify any questions you may have and understand exactly which services you require. Pricing is based on the following factors which should be provided to help us build the correct price for you: Do you require Moodle or Totara (we can help you make this decision if required) Total number of users Maximum number of concurrent users (users accessing the system at any one time) Do you require data migrating from a previous LMS (course content, records of course completion), and if so what is the quantity of data? Do you have any bespoke requirements that are not covered by the base Moodle/Totara system (again, we can help clarify this with you)

2 The steps following the decision to buy are as follows: 1. Clarify, document and agree project approach and requirements 2. Build staging (test) and production (live) hosted systems. The staging system will always be available for testing functionality separately to the main live system 3. Implement any custom functionality as determined during purchasing stage 4. Implement a custom theme, giving the system a look-and-feel consistent with the customer s brand and imagery. This is provided as standard and includes up to 2 iterations of the design with our art team. 5. Undertake user acceptance testing with the customer on the staging system 6. Agree go-live once staging setup is validated and migrate to live environment. Typically for smaller projects this will take 3-4 weeks. Service Integrity The service is hosted by Rackspace UK, a G-Cloud provider in their own right, whose security certifications can be seen at All Rackspace costs are included in the price of the Webanywhere service. The customer will have no direct contact with Rackspace. All systems are backed-up daily to a location physically separate to the Rackspace system. All systems are monitored 24/7 by the Webanywhere network operations team located in Leeds, UK in addition to infrastructure monitoring and remediation by Rackspace UK Communication between the user and the system will be encrypted using HTTPS (SSL). By default this uses a certificate signed by Webanywhere Ltd, but the customer s own certificate can be used if provided to provide the system on the customer s domain name. Offboarding In the event that you no longer wish to continue service with Webanywhere, please provide 1 month s written notice including what data you would like to be transferred back to you. In the event of the data being of large quantity (>5GB) then additional costs for data transfer may apply. After a final service date has been agreed, the system will be decommissioned and any data will be securely destroyed.

3 SFIA Rate Card Strategy & Architecture Business Change Solution Development & Implementation Service Management Procurement & Management Support Client Interface 1: Follow : Assist : Apply : Enable : Ensure/Advise : Initiate/Influence : Set Strategy/Inspire Notes: Standard working day 8 hours excluding travel and 1hr lunch break Working week Monday to Friday excluding national holidays Office hours Monday to Friday excluding national holidays Travel and Subsistence Not included in pricing, will be quoted in advance Professional Indemnity Insurance Included in day rate All prices are in GBP exclusive of VAT All services will be quoted in advance and payable 30 days net by invoice

4 Technical Support Agreement 1. Agreement Overview This Agreement represents a Service Level Agreement ( SLA or Agreement ) between Webanywhere Ltd (the Service Provider) and G-Cloud 7 Customer (the Customer) for the provisioning of IT services. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Goals & Objectives The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. 3. Stakeholders The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: Service Provider(s): Webanywhere Limited ( Provider ) Customer(s): G-Cloud 7 Customer ( Customer ) 4. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. 5. Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. 5.1 Service Scope The following Services are covered by this Agreement; 1. Telephone support 2. Monitored support 3. Remote assistance using Remote Desktop and a Virtual Private Network where available 4. Planned or Emergency Onsite assistance (extra costs apply) 5. Server maintenance 5.2 Customer Requirements Customer responsibilities and/or requirements in support of this Agreement include: Payment for all support costs at the agreed interval.

5 Reasonable availability of customer representative(s) when resolving a service related incident or request. 5.3 Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with service related incidents. Appropriate notification to Customer for all scheduled maintenance. 5.4 Service Assumptions Assumptions related to in- scope services and/or components include: Changes to services will be communicated and documented to all stakeholders. 5.5 Service Management Effective support of in- scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in- scope services and related components. 5.6 Service Availability Coverage parameters specific to the service(s) covered in this Agreement are as follows: Hours of Operation, Location and Contact Information Monday to Friday am pm GMT Note - Exceptions are inclement weather days and announced official UK holidays Location Webanywhere Ltd, 6th Floor, City Exchange, 11 Albion Street, Leeds, West Yorkshire LS1 5ES Contact Information: Telephone support@webanywhere.zendesk.com 5.7 Standard Out of Hours Support The following are the procedures to engage Webanywhere support for emergencies after business hours Emergency To request after- hours emergency support, please contact the following numbers or (free) 1. First line contact desk is available 24/7 2. Second line technicians are available between the following non- business hours of: - Monday - Friday 5.30pm - 11pm and 7.30am am GMT - Saturday & Sunday 10am - 10pm GMT 1. Note, the resolution time for an emergency out of hours issue would be covered only between the hours specified above, for example, if the system went offline at 12pm, the technician would be aware of this but would only start the resolving the issue at 7.30am the following day with a resolution time of 4 hours.

6 5.8 Service Features Security Patches - Yes, as requested Backup to separate physical location - Yes Proactive monitoring - Yes Out of hours support team (24 hours) - Yes Location - UK Version Control (GIT Repository) - Yes Uptime % Scheduled Maintenance Notice Period - 24 hrs Online ticketing system - Yes 5.9 Service Requests In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: Priority Example Response Time Resolution Time Urgent A widespread outage of the system. Any problem where more than 5 users 1 hour 4 hours are unable to complete learning modules due to widespread outages. High Situation which affects 1 to 5 users, no workaround available. For example, 2 hours 2 days * site outage due to technical issue within the LMS which means 1 to 5 users cannot access the learning modules. Normal Situation which affects fewer than 5 people where a workaround is available. 8 hours 5 days * For example, site is still functioning but for fewer than 5 people there are issues which prevent learners accessing their individual progress reports. Low No effect on learners accessing the system. For example, request to add a LMS plugin such as the quiz module. 8 hours 10 days * * Denotes working days, i.e. Monday to Friday, excluding UK national holidays Fair Use Policy The fair use policy is based on how many tickets/support tasks are logged in the Webanywhere Helpdesk system. Fair use equals no more than four concurrent open tickets at any one time any additional tickets (5 or more open) may result in the resolution time, as per the SLA, being extended for all tickets.