Karen Winter Service Manager Schools and Traded Services

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1 Somerset Services to Education Providers SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager Schools and Traded Services KWinter@somerset.gov.uk Service Description: For technical faults, please contact our Service Desk SWOICTServiceDesk@somerset.gov.uk Introduction ICT Services Consultancy and Supply Services Support Services o Infrastructure Support Service with On-site Server o Infrastructure Support Services with SomerCloud Server Hosting o User Device Support Service o Scheduled On-site Support Service o On-line Backup Support o Wireless LAN Support o Threat Protection (anti-virus and anti-spyware) o School Remote Access Facility o Full Support Service Service Components 1. Service Desk 2. Engineer Call-out (Warranty and Hardware Repair) 3. Site Visits and PC Health Checks 4. Infrastructure Health Checks and Patches 5. Automated Infrastructure Reporting 6. Active Directory Support 7. SomerCloud Hosted Server and Storage Service Applicability and Availability Useful Links Ordering for How to Order the Service Introduction Welcome to the Southwest One Technology Services for Academy Schools; we are trading under the joint venture partnership, Southwest One. Our full range of chargeable ICT services are available to all Academies, and the core services we provide to schools are generally available to Academies. These are detailed in the Southwest One Technology Services Core Service for Academy Schools

2 All Southwest One staff attending site will be CRB-checked in accordance with the latest best practice and will carry appropriate identification. The Service Manager for Schools and Traded Services, Karen Winter, is your single point of contact and escalation for all traded services delivered by Technology Services to you and your academy. Our aim is to establish an effective and close working relationship between your academy and the Technology Services organisation within Southwest One to ensure that where particular expertise and skills are required to meet your business requirements, they are brought to bear in a controlled and co-ordinated manner. ICT Services We offer the following ICT services for your academy to supplement the core services as detailed in the Southwest One Technology Services Core Service for Academy Schools : Consultancy Assessment of business and technical requirements, audits and specialist services Supply Equipment Purchase, installation services and hardware refresh Support Support of your ICT environment by subscription Full Support Total management and support of your ICT environment Consultancy and Supply Services We offer distinct services ranging from assessment of a new ICT technical requirement, auditing of your existing ICT provision, solution design, purchasing of new hardware, software or network to a full implementation and training service. New for academic year , we are offering SomerCloud, a remote alternative method of server provision using the Taunton data centre. These services are available on a pay-as-you-go basis and enable you to choose when to purchase to suit your budget. On-site pre-sales technical advice is available free of charge and can be arranged through your Service Manager for Schools and Traded Services, Karen Winter (please see Contact details). We supply a wide range of equipment and software. This includes desktop, laptop and tablet PCs, Apple devices, servers, printers, wireless and wired local area network components, visualisers, projectors, whiteboards and software packages, etc. Our product list reflects the Total Cost of Ownership of equipment, with reduced on-going faults and improved longevity, rather than simply a lower initial outlay. We can also offer secure environmental disposal of obsolete equipment. We can replace your ICT equipment through an agreed programme based upon the age of the equipment. We can also build in the on-going costs for supporting the equipment to the level you require. This has the benefit of known and predictable costs spread over the lifetime of the equipment. To obtain and discuss competitive quotes, please contact Karen Winter. 2

3 Support Services We offer the following subscription-based support services which can be selected and combined to meet the specific needs and priorities of your academy: Infrastructure Support Service with On-site Server Infrastructure Support Service with SomerCloud Server Hosting User Device Support Service Scheduled On-site Support Service On-line Backup Support Wireless LAN Support Threat Protection (anti-virus and anti-spyware) Remote Access Facility Full Support Service Infrastructure Support with On-site Server This support service is applicable when your main school server runs on-site hardware. It ensures that faults in your key school ICT infrastructure are managed effectively, maximising availability of your applications and access to all ICT services by providing the following: Phone and access to the Technology Services Service Desk for information, advice and remote fault resolution on devices as per the agreed inventory. Comprehensive hardware and operating system maintenance, fault resolution and advice for the on-site school s ICT network infrastructure. This includes full server support (on-site server hardware and software); wired network infrastructure support (covers Local Area Network (LAN) switches, cabling and faceplates); pc/laptop hardware and software fault resolution for a nominated 5 devices of which some may be IOS devices (software support only). Pricing is based on a fixed element plus a Number-On-Roll multiplier. If academies only require a subset of the Infrastructure Support services please contact Karen Winter. Service Components: Service Desk, Engineer Call-out (Warranty and Hardware Repair), Infrastructure Health Checks and Patches, Automated Infrastructure Reporting (where available), Active Directory Support. Please note: Southwest One will support hardware installed by other suppliers providing it meets or can be configured to meet Southwest One specifications. At the time of ordering the Infrastructure Support service, the inventory of supported devices will be agreed. Infrastructure Support with SomerCloud Server Hosting This support service is applicable when your main school server runs on the SomerCloud remote server hosting facility. The server service delivers the SomerCloud remote server hosting facility and additionally ensures that faults in your key school ICT infrastructure are managed effectively, maximising availability of your applications and access to all ICT services by providing: Phone and access to the Technology Services Service Desk for information, advice and remote fault resolution on devices as per the agreed inventory. 3

4 A SomerCloud remotely hosted server fulfils your school s central processing and data storage needs. Your server is delivered as a reliable managed service via the SomerNet wide-area network and includes: o o o o Processing capacity with operating system software, upgrades and patches Disk space with daily (working day) back-up, off-site back-up storage, and speedy recovery Server fault resolution and advice Resilience The servers and disk space are provided from the Taunton secure data centre and run on high-availability managed hardware and virtualisation software supported by 3 rd party maintenance contracts. Comprehensive hardware and operating system maintenance, fault resolution and advice for your school s on-site ICT network infrastructure. This includes wired network infrastructure support (covers Local Area Network (LAN) switches, cabling and faceplates); pc/laptop hardware and software fault resolution for a nominated 5 devices of which some may be IOS devices (software support only). Service components: Service Desk, Engineer Call-out (Warranty and Hardware Repair), SomerCloud Remote Server and Storage, Infrastructure Health Checks and Patches, Automated Infrastructure Reporting (where available), Active Directory Support. Pricing is based on a fixed element plus a Number-On-Roll multiplier. Please note: Additional SomerCloud capacity is available at an additional cost. Southwest One will support hardware installed by other suppliers providing they meet or can be configured to meet Southwest One specifications. At the time of ordering the Infrastructure Support service, the inventory of supported devices will be agreed. User Device Support Service This support ensures that faults in your end user ICT equipment are managed effectively and maximises availability by providing comprehensive hardware and operating system maintenance, fault resolution and advice for an agreed inventory of PCs, printers, projectors, whiteboards and other end-user devices. Service Components: Service Desk, Engineer Call-out (Warranty and Hardware Repair). At the time of ordering the User Device Support service, the inventory of supported devices will be agreed. Scheduled On-site Support Service This support reduces the need for academy staff to be involved in ICT support activities and enables them to concentrate on delivering Teaching & Learning by providing an identified experienced ICT engineer on-site performing essential maintenance tasks and upgrades and working to your own priorities, with flexible frequency and timing. Activities often involved with this type of service include user familiarisation training, moves of equipment, user tailored configuration, software installation etc. 4

5 Visits are normally for 3 hours and are conducted by the same engineer*, thereby ensuring they are familiar with your school site and staff. * We endeavour to supply the same engineer, but in cases of absence etc this is not always possible. Service Components: Service Desk, Site Visits and PC Health Checks. On-line Backup Support This service reduces the need for academy staff to be involved in daily backups of on-site servers and ensures optimum recovery time of data by providing secure local and off-site backup for academy server systems and data, with a range of recovery methods from individual file to full server restoration. Service Components: Service Desk, Engineer Call-out (Warranty and Hardware Repair), Infrastructure Health Checks and Patches. Wireless LAN Support This support maximises availability of the systems and security of mobile working by providing comprehensive hardware and operating system maintenance, fault resolution and advice for the wireless controller and access points. Service Components: Service Desk, Engineer Call-out (Warranty and Hardware Repair), Infrastructure Health Checks and Patches. Please note: Southwest One will support wireless networks installed by other suppliers providing they meet or can be configured to meet Southwest One specifications. Threat Protection This service provides anti-virus and spyware protection software covering all Windows servers and Windows PCs that log on to the school network. The software is automatically installed on every PC that logs on to your school network, where it runs in the background to provide on-going protection. Other computers, eg PCs or netbooks with home operating systems, must have the software installed manually at the time they are connected to your network. Regular updates and emergency additions to the software ( signature files ) are provided and installed transparently. If the software fails and your academy suffers a virus outbreak, Southwest One engineers will work with your staff to manage the problem. To obtain engineer call-outs and removal of a virus or spyware infection if one occurs, academies must purchase this threat protection subscription and must have also purchased subscription support for the hardware concerned. Academies must have appropriate Acceptable Use policies and working practices in place to minimise the risk of a virus entering the network. Academies MUST ensure that if they do not take the threat protection service from Southwest One then they are able to demonstrate a local service of equivalent robustness to be eligible to subscribe to further services from Southwest One Technology Services. Service Components: Service Desk, Threat Protection Active Management. 5

6 School Remote Access Facility This service facilitates the ability to connect to SIMS and other schools-based applications from any location (including non-school premises) using your school laptop. To register new users please log a call with the Service Desk. Documentation will be provided on using the system and installing the necessary software on your existing laptop. 8 Full Support Service This service combines many of the services listed into a single offering to reduce the resource management and financial overhead of maintaining a complex ICT infrastructure along with the associated staff. Complete support of your school s ICT infrastructure is available. The service is flexible so that you can choose the elements you need now and add more at a later date. This can include all the services listed under Support Services and with additional components such as: Formal processes and reporting for Incident, Problem and Change Management Inventory Regular service performance review and planning meetings Joint development of a school ICT infrastructure strategy The Full Support Service is individually tailored from standardised modules, and is available on a price on application basis. Please contact Karen Winter for further details. Service Components 1. Service Desk 2. Engineer Call-out, (Warranty and Hardware Repair) 3. Site Visits and PC Health Checks 4. Infrastructure Health Checks and Patches 5. Threat Protection Active Management 6. Automated Infrastructure Reporting 7. Active Directory Support 8. SomerCloud Hosted Server and Storage The service offerings listed are built from the following standard components: 1 Service Desk Acts as a single point of contact and provides information, advice and remote fault resolution (if possible) for calls logged to the Southwest One Technology Services Service Desk by phone ( ) or (SWOICTServiceDesk@somerset.gov.uk). Requests for file recovery from local backups are processed by the Service Desk. The Service Desk is open between 8.00 pm and 6.00 pm on UK working days. When you contact the Service Desk, your call will be logged onto our system and you will be given a call reference number. If you have a subsequent enquiry, please ensure you quote this number so that we can locate your call quickly. Major outages will be posted on our recorded announcement service and via Somerset ipost. ICT calls are either resolved by the staff of the Southwest One Technology Services Service Desk or passed to an appropriate technical support team and backed up with further specialist technical experts if required. Engineers will remotely log on to your device where 6

7 possible to resolve your call and by contacting us you are deemed to have given permission for this. If your fault cannot be resolved remotely and you have the appropriate cover then call-out visit will be arranged. If you do not have the appropriate cover then you have the option of a chargeable visit. Call response and resolution targets are as follows: Severity Service Level (Business Hours) Target Brief Description 1 Critical 4 hour Response 95% Critical System(s) Broken 2 High 8 hour Resolution 70% Normal Business Activities Disrupted 3 Normal 20 hour Resolution 75% Disruption to individual end user(s) 4 Low 30 hour Resolution 70% No/Minor Inconvenience When it is agreed with your school to postpone work on a fault until a school staff member becomes available or until the next Scheduled On-site visit, the call timer is paused until the agreed time. Performance against the targets is constantly monitored within Southwest One and reported monthly to Somerset County Council. We are happy to provide tailored reports to you on a regular basis to enable both you and ourselves to monitor service to your school and identify the common themes and faults. The Service Desk operates to strict guidelines and processes and we are continually looking at how we can improve the customer experience to you. If you have any suggestions please contact your Service Manager for Schools and Traded Services, Karen Winter. 2 Engineer Call-out (Warranty and Hardware Repair) For software and hardware issues that cannot be resolved remotely, where you have the appropriate cover, a call-out visit will be arranged. If you do not have the appropriate cover then you have the option of a chargeable visit (time and materials) in accordance with the same standards, except that response and resolution targets are not guaranteed. Once at your school, our engineer will EITHER implement an on-the-spot solution if possible OR remove the device to Southwest One s workshops for repair. Southwest One provides the necessary parts (through warranty where applicable) and labour to repair supported hardware as listed on the agreed inventory. Devices removed for hardware repair will be fixed if possible and returned to your school within 3 working days for devices identified (at the time of ordering) as Critical on the inventory, 10 working days otherwise. Servers, LAN switches (with Lifetime Warranty in place) and Wireless LAN controllers are automatically considered as critical devices and an immediate response will be provided for hardware faults on these. If our engineer concludes that a device is beyond economical repair, you will be advised and options will be proposed. A temporary loan device will be offered if the failed device cannot be returned within 3/10 days, or if a critical device is deemed to be beyond economical repair. (No temporary loan of electronic whiteboards or projectors can be guaranteed, for compatibility reasons.) 7

8 After rectifying a hardware failure on a server, PC, LAN switch or Wireless LAN controller, the operating system, application software and data will be restored from the latest-available source. When a local tape drive is used for server backup, it is the responsibility of the school to provide current valid server backups. When the On-line Backup Service is used for server backup, Southwest One ICT engineers will obtain the latest backup set from the on-line repository and use it to re-build the server to the latest-available configuration. A virtual server may be supplied to your school for use while your physical server is being recovered. When restoring or re-imaging a PC, it is the responsibility of the school to provide the media and licences for any application software required - these are not held by Southwest One. Please note: Consumable items such as projector bulbs, printer maintenance kits, UPS batteries and backup tapes are chargeable to your school. 3 Site Visits and PC Health Checks Regular scheduled visits from an engineer are provided to perform on-going maintenance and work requests identified by your school s Headteacher, ICT Co-ordinator or other appropriate person. This time can be used however you wish and can facilitate a variety of tasks as required. Activities often involved with this type of service include user training, moves of equipment, user tailored configuration, installation, PC health checks, patching etc. Working from standard checklists, engineers can identify any capacity and performance issues, resolve issues if system resources allow, and provide a report to the school. The visit duration is half a day (normally 3 hours) and we can attend your school premises weekly, fortnightly or monthly to suit your needs. We can be extremely flexible and can commit to your requirements at the time of ordering. Engineers will arrive and depart at the pre-arranged times and will identify themselves, signing in and out in accordance with local procedures. Monitoring visits, where a senior engineer also attends for quality assurance purposes, will occur at least once per year. Exclusions Emergency call-out is not included within this service component. 4 Infrastructure Health Checks and Patches Once per year, Southwest One will remotely perform a defined Health Check on each supported device. The Health Check will identify capacity and performance issues, resolve issues if system resources allow, and where requested, provide a report to your school. Southwest One will implement a software update to the operating system of your server or Wireless LAN controller (depending on services purchased), in accordance with manufacturers recommendation. This update will be implemented at a time agreed with your school in advance. Please note: The server update will apply security and functionality patches to Microsoft products, and new versions of software such as Java, Adobe Reader and Internet Explorer. Version upgrades of chargeable software packages are NOT included. 8

9 LAN Switch software updates will be applied only when necessary to resolve specific issues. 5 Threat Protection Active Management Threat Protection Active Management is the provision and management of anti-virus and spyware software and signature files, plus on-going threat monitoring with remote intervention and advice when necessary. 6 Automated Infrastructure Reporting This service component provides automated local error reporting via to Southwest One, covering server backups, server hardware and LAN Switches (as far as possible depending on installed hardware and software capabilities), leading to appropriate intervention by Southwest One Technology Services engineers. 7 Active Directory Support Southwest One will provide support for management and maintenance of Active Directory settings and Windows Server scripts and policies. This includes: User and group administration (leavers and starters) Device and printer management Management and setting of standards for security controls User experience optimisation via group policy and customer Kix, VB and PowerShell scripts 8 SomerCloud Hosted Server and Storage Your server is hosted on a VMware hardware cluster that is highly available and your server will automatically fail over to an alternative device in the event of hardware failure. The server will be monitored and secured using the latest tools and techniques. Your storage is provided on a state of the art SAN (Storage Area Network), which is monitored and maintained 24/7, is high performance and highly available. Your data is backed up and replicated off-site to minimise loss in the case of a disaster affecting the computer centre. File-level recovery is available on request via the Service Desk. All services are provided from the secure Taunton data centre, which has uninterruptable power supplies (including generator back up), resilient air conditioning and physical security protection. Service Applicability and Availability The chargeable site ICT services offered by Southwest One Technology Services are available for purchase by Academies. Where there are special considerations for Academies, for example due to software licensing differences, these are highlighted at the appropriate points in the text above if known, or at the time of purchase. Shared services CANNOT currently be ordered through the SSTEP Customer Ordering System (SSTEP COS); please contact Karen Winter for further details of how to order them. 9

10 Useful Links Academy Core Service - For details of the core Southwest One Technology Services offered to Somerset Academy schools, please see the Southwest One Technology Services Core Service for Academy Schools For support of Teaching & Learning and Management & Administration processes, see also the e-learning and Information Management Service Chargeable Service for Academy Schools Ordering for All site ICT support services can be ordered by Academies through the SSTEP Customer Ordering System. The services have been designed to integrate and complement each other and provide varying options to academies dependent upon their needs, budget and size. Southwest One Shared ICT Services CANNOT currently be ordered through the SSTEP Customer Ordering System (SSTEP COS); please contact Karen Winter for further details of how to order them. If your Academy is new to our service or plans to significantly change its ICT usage, equipment, staffing, support arrangements etc for , please contact Karen Winter to initiate a discussion of your new requirements. We will work with you to identify a package that reflects your situation most effectively. If you would like to discuss any service requirement that is not listed, we would be very happy to meet with you and in collaboration work through how this can be best achieved. HOW TO ORDER THE SERVICE Log in to the SSTEP Customer Ordering System and order your choice of package from: Infrastructure Support Service with On-site Server Infrastructure Support Service with SomerCloud Server Hosting User Device Support Service Scheduled On-Site Support Service On-line Backup Support Wireless LAN Support School Remote Access Facility (Please contact the Service Manager for Schools and Traded Services, Karen Winter ( , KWinter@somerset.gov.uk) direct if you wish to obtain a quote for the Full Support Service on a price on application basis.) (Please note that the SSTEP COS is only available to members of the SSTEP Online Ordering group who are authorised to order chargeable services for their school.) 10