Section G - Network Support Services

Transcription

1 School IT Systems Support Section G - 1 Introduction to the provided by SITSS Network Support Contracts Contract Options Network Support Contract Options Telephone & Remote Support via the SITSS Service Desk Entry Level Network Support includes T&R Section Entry Level service provides: SITSS Managed Network Support includes T&R Section Change control... 8 What do we, SITSS, need from your school to deliver these improvements? SITSS & ATSS Managed Network Support includes T&R Section SIMS Database Server Support Options Basic SIMS Database Telephone & Remote support Enhanced SIMS Database Server Support Schools choosing to use Third Party support providers for their database servers All Contracts Backup and Restore Network Support Contract Entitlement Matrix Additional Network Services Strategy, Network solutions, Design and Commissioning Managed Wireless Solutions Server Hardware Swap ICT Technical Seminar Hardware Support File server - Hardware Support Workstations and peripherals - Hardware Support Full Disaster Recovery Plug-in Packages Software Package Creation Advice for Schools in Managing your Network Network Audit Bespoke Service Section G... 1

2 School IT Systems Support Tel: Section G... 2

3 School IT Systems Support 1 Introduction to the provided by SITSS (SITSS) is embedded within the ICT team in Standards and School Effectiveness (SSE). This means that the network support and services reflect both pedagogical and technical requirements of schools. SITSS supports and commissions a range of network operating systems; RAW Microsoft server, RM s Community Connect and our own in-house developed K8. is an (RM ASP) giving schools the confidence that we are fully trained, certified and monitored by RM to offer all the following services. (Schools have the added advantage that being supported by an RM ASP they do not require their own support contract with RM Education. If necessary, the ASP is able to escalate issues direct to RM s Enterprise Support team). In addition, you are supported by a team that fully understands your SIMS and Dinner Money software and can consult with our MIS consultants to support any MIS issues you may encounter. Access to the Technical Service Desk is via the Service Desk telephone number option 1 then option 3, to sitss.technical@lea.herts.sch.uk or online at Section G... 3

4 School IT Systems Support 1 Network Support Contracts 1.1 Contract Options is able to offer differentiated support packages (Entry level and managed services), to assist schools who do not have the level of expertise or the time to carry out complex or time consuming procedures. All our contract options include access to our Telephone & Remote service. SITSS network support staff (as an, ASP) can visit the school on a regular basis to maintain and add and enhance your system. 1. Telephone & Remote (T&R) * This is the lowest level of SITSS support provided to schools and is based on the premise that the school has a fully functioning network support team in place in their school 3. SITSS Managed * includes T&R This contract is designed to accommodate the needs of individual schools. For example, a school purchasing this service may have very limited technical support, possibly a classroom teacher with ICT responsibility. The SITSS Managed service can be designed to carry out most of the tasks of a dedicated technician. 2. Entry Level Support * includes T&R Provides support to existing network managers who may not have sufficient time or expertise to carry out some of the more complex network tasks and requires additional support in managing their network 4. SITSS & ATSS Managed * includes T&R This is a managed service with the delegation of responsibility, for the management of the schools network, to the joint partnership between SITSS and the ATSS support provider * for a full description of the services offered please see over See Appendix 2 for Network Tasks matrix Section G... 4

5 School IT Systems Support 2 Network Support Contract Options 2.1 Telephone & Remote Support via the SITSS Service Desk The SITSS Service Desk is staffed throughout the year between 8:30am and 5:00pm. You can have confidence in easy access to a range of knowledgeable staff dedicated to answering your questions and resolving any issues. See Section D for full detail and our Service Standards. This is the basic level of network support that SITSS provide, we will guide and assist the school network manager in resolving any Hardware, Operating System or SITSS Supported Software issues on the curriculum server. The network manager may be referred to technical articles and be expected to carry out the tasks as detailed where this is considered appropriate. Telephone & Remote Support also gives the school access to our SITSS Service Desk Online logging system. Curriculum Servers The school must have a full time network manager who has had the benefit of RM CC3 and/or CC4 training or relevant Microsoft training if it is a raw Microsoft system. 2.2 Entry Level Network Support includes T&R Section 2.1 The school needs to have, a network manager/technician who: has attended the relevant training; eg RM CCx and/or Microsoft training is available 0.5 FTE to deal with network support issues - Primary schools full time network manager and additional technical support Secondary schools The entry level service is designed to assist and support the school based technician/network manager in the day to day management of the network and to carry out some of the more complex tasks as well as providing advice on future developments. The tasks we expect the local technician to carry out are detailed in the Network Tasks document. Please see Appendix 2. The school technician may be referred to RM or SITSS technical articles and be expected to carry out the tasks detailed where this is considered appropriate. The completion of complex and time consuming tasks (e.g. software requiring local web services) can be scheduled for a planned maintenance visit, ad-hoc visit or an additional chargeable site visit (as required by the school). Entry Level service provides: Server system checks by way of AMI and maintenance visits Infrastructure system checks Installation of Microsoft patches as appropriate Installation RM Updates as available during maintenance visits or automatic installation of updates on the School s preferred day Package creation, charges may apply (see section 3.8) Section G... 5

6 School IT Systems Support 2.3 SITSS Managed Network Support includes T&R Section 2.1 This option aims to be flexible to accommodate / match the needs of individual schools and can be designed to carry out most of the tasks of a network manager, sometimes with assistance from the school. We anticipate a school using this service may have very limited technical support, possibly a classroom teacher with ICT responsibility or have some in-house technical support whilst delegating network management to SITSS. Dependant on the level of support from SITSS the benefits of a managed support service are: the school does not have to employ its own network and technical support staff; no concern regarding staff not being available e.g. in times of sickness or holiday, to manage and support the school network, as the running of the school network is delegated to the responsibility of SITSS, no need to be concerned about continuity of support in the event of resignation of key network and technical staff. All our consultants have achieved RM s technician certification with the majority achieving RM s network manager certification on both CC3 and CC4 - ensuring that they are able to resolve any network issues quickly and effectively SITSS is the only major (ASP) in the East of England. There are others in some London Boroughs, Kent and Northamptonshire Considerable experience and knowledge of raw Microsoft server operating systems See Appendix 2 for a comprehensive, but not exhaustive, list of tasks needed to successfully maintain a server / client system. What is included when you purchase a SITSS Managed Network support contract? Fully integrated pedagogical approach ensuring our advice is based on educational outcomes and best practice, not just technology Where we support a school s Curriculum network and SIMS database server we are able to offer a significant discount on the SIMS server support charge Proactive support without any inconvenience to the school - many tasks completed over night: routine updates, hardware checks monitored daily, etc see AMI description below We use AMI (Automated Management Infrastructure) to perform remote tasks to keep your system healthy and performing to its maximum capacity o o Daily remote monitoring for service releases, and application of relevant hot fixes, updates, etc Daily remote monitoring of the server event log for potential network issues leading to either: SITSS consultant resolving remotely or SITSS consultant visiting to resolve ( ad-hoc visit arranged where necessary) Section G... 6

7 School IT Systems Support o o Some tasks will be completed outside normal hours (where possible); for example applying some Service Releases, rebooting the file server, etc. A more pro-active support service from SITSS, often we will find and fix issues before you become aware of them AMI enables SITSS to monitor your network daily where previously you have had to wait for a visit from our network consultant or make a call to our Service Desk in the event of any difficulties arising. Through the deployment of AMI at your school we will be using our consultants smarter and consequently able to deliver an improved network support service to you. In summary AMI gives the school an improved, more responsive and pro-active network support service with clear escalation procedures and the flexibility of receiving unplanned visits from our consultants when needed. Access to the SITSS Service Desk which is staffed throughout the year between 8:30am and 5:00pm. You can have confidence in easy access to a range of knowledgeable staff dedicated to answering your questions and resolving any issues. See Section D for full detail. ITIL Service Desk including 1 st, 2 nd and 3 rd tier support staff at all times Access to our Service Desk online so you can always see what is happening with your network Network and technical consultant visits at a frequency & duration to meet your individual needs Access to the SITSS Plugin packages, (Flash, Shockwave, Adobe Reader, any other freebees the ICT advisors recommend) at no additional charge See Appendix 3, Section L Immediate access to our MIS SIMS colleagues Immediate access to Standards & School Effectiveness advisers, curriculum ICT, etc to ensure a holistic view of ICT use and performance in your school Technical telephone support for any workstations and peripherals that are part of the RM connect network. We test and approve all Microsoft updates before transmitting automatically to Office Masters and SITSSDB2 DB servers to ensure compatibility with HCC specific systems Daily backup checking, essential in case of network disaster SITSS will, at the start of the academic year, setup the new pupils and staff using electronic data supplied by the school from their MIS system. Where SITSS holds the Mail Administrator password, Advanced support for Live@Edu (Office 365) will be available Direct access to the team running McAfee AV support to ensure that viruses are addressed with the utmost urgency and are not allowed to spread Extensive experience supporting and integrating admin systems Extensive experience in managing large and complex secondary schools SITSS will inform school s nominated contact and school admin accounts of updates and changes which could affect school staff and cases assigned to the school for action Account Manager assigned to your school with an annual planned visit to advise on performance, future development & investment opportunities. Someone for you to contact at any time for escalation, etc. (should you feel the need). We have direct and instant access to RM s Enterprise team (in the unlikely event we cannot resolve an issue) Section G... 7

8 School IT Systems Support Opportunities, should you wish, to contribute to RM s product developments - ensuring we can offer you the most up to date technology available Fully evaluated Managed Wireless solution supporting the latest standards. Chosen for security, reliability, ease of management, future proofing, scalability and value for money Change control Any changes, additions, etc. to the system will be discussed at the Account Manager meetings and implemented in a controlled manner. Any changes may be at an additional cost to the school and will be agreed before hand during the scoping discussion. What do we, SITSS, need from your school to deliver these improvements? All issues and concerns reported to SITSS Service Desk as soon as possible (through Service Desk on-line, and telephone). Do not store up issues for an impending visit required under existing contract management. Senior member(s) of staff (preferably head and ICT coordinator) available once a year to meet with Account Manager Single person in school nominated as Service Desk on-line administrator The school are fully responsible for changing, storing and regularly testing the server backup tapes. Section G... 8

9 School IT Systems Support Automated Management Infrastructure (AMI) Hardware Remote Management The following details some of the tasks that are completed each night to keep your systems working efficiently. The SITSS Network team has developed and tested an automated tool to run on your school servers and SIMS master machines called Automated Management Infrastructure (AMI) it is installed as part of a school s network support contract.. AMI runs automatically at a scheduled time in the early hours of every morning and performs different tasks depending upon the type of system it is installed upon, SIMS Database Server or CC3/4 Curriculum Server SIMS Database Servers Checks installation of important Microsoft security and critical updates and applies Microsoft updates & patches as necessary (school will need to reboot the server to complete the installation of some updates) Checks event logs to identify potential issues e.g. mis-configured software, lack of disk space, potential hardware failure Checks success of SIMS backup Make the necessary pre-checks before important upgrades to SIMS are rolled out Deploys changes to the SIMS setup files and keeps them up to date CC3/4 Curriculum Server Check event logs to identify potential issues e.g. mis-configured software, lack of disk space, potential hardware failure Install RM supplied Microsoft critical and security updates on CC3 servers Restart of servers on a Sunday morning, a requirement for most Microsoft critical updates (Primary schools only) Allocate RM supplied Microsoft critical and security updates to all workstations on an agreed day of the week on CC3 systems. (If you have a CC4 system then this will be completed automatically using WSUS and updates are automatically deployed to workstations). Make intelligent decisions about the installation of IE version and Office version installed on workstation groups and correctly allocate the appropriate workstation patches on an agreed day of the week Where an issue is identified at a school with a SITSS support contract it will be passed to the support desk and if it cannot be resolved remotely it will be assigned to your SITSS technical consultant (this is dependent on the school having the appropriate level of support contract). For urgent issues a visit will be arranged on the next working day. Section G... 9

10 School IT Systems Support 2.4 SITSS & ATSS Managed Network Support includes T&R Section 2.1 This service is aimed at providing CC3/CC4 network support to a school within a working partnership between SITSS and an RM Affiliated Technical Support Scheme (ATSS) provider, working to an agreed level of service delivery. This is a managed service with the delegation of shared responsibility, between SITSS and the ATSS support provider. The school needs: to contract a RM certified technician from an organisation that is part of the RM ATS Scheme. The ATSS technician must have attended an approved RM training course and obtained at least the RM Certified Technician qualification. an ATSS technician spend the equivalent of at least one half day at the school each week to nominate a person to act as the link between themselves, SITSS and the ATSS technician SITSS & ATSS Managed service provides: The school contact and the ATSS technician will carry out all the necessary day to day tasks to ensure the smooth running of the network. The school, with the assistance of their ATSS technician, are fully responsible for changing, storing and regularly testing the server backup tapes. SITSS will provide to the school at no additional charge the necessary tools to enable their technician to setup SIMS to run on their CC3/CC4 workstations across their network. SITSS will work over the telephone or Service Desk Online with the school ATSS technician to assist in the resolution of issues that are not within that person s technical knowledge. SITSS may ask the ATSS technician to carry out a list of tasks or follow a technical article and then report back with the results. It will be the responsibility of the ATSS technician to look through the open tasks (held in SITSS Service Desk on-line) and take appropriate action. Any actions taken to resolve an issue must be appended to the log for future reference. Between planned visits by the ATSS technician and where an issue is having a major effect upon the operation of the network the school named contact should log a call with the SITSS Service Desk who will formulate a plan for resolution. The monthly RM issued hot fixes will be installed on the agreed disturb day using AMI tasks Service Releases are not covered within the contract but you can arrange for a SITSS network consultant to apply as a chargeable extra School to agree to a senior member of staff (preferably head and ICT coordinator) being available to meet at least annually with the SITSS Account Manager to discuss the service, upgrade paths, developments and options. SITSS will, at the start of the academic year, setup the new pupils and staff using electronic data supplied by the school from their MIS system. Incremental changes during the year will be the responsibility of the ATSS technician. SITSS will automatically check the School s curriculum and SIMS server/master backup and inform the School in case of any failures The administrator password is not disclosed to the School but held with SITSS and the ATSS partner Section G... 10

11 School IT Systems Support 2.5 SIMS Database Server Support Options SITSS offer two levels of support for Database Servers Basic and Enhanced Support Level AMI Checking Disaster Recovery Remote/ Phone Support SIMS Upgrades FMS Support & Updates Sims Post- Upgrade Tasks 3 rd Party Software Sims add-ons Basic Enhanced Basic SIMS Database Telephone & Remote support AMI* overnight system check: Checks installation of important Microsoft security and critical updates and applies Microsoft updates & patches as necessary (school will need to reboot the server to complete the installation of some updates) Checks event logs to identify potential issues e.g. mis-configured software, lack of disk space, potential hardware failure Checks success of SIMS backup Make the necessary pre-checks before important upgrades to SIMS are rolled out Deploys changes to the SIMS setup files and keeps them up to date. Disaster Recovery: If the server suffers a failure and loss of data SITSS will restore the server to a fully operational state. This would include reinstalling the Operating System, software and data such as SIMS, FMS and RM Finance. The restoration of data would be done using the latest successful backup, so it is imperative that backups are checked regularly. Standard Remote Support: SITSS can access the Server and Workstations via NetOp on Demand or Remote Desktop if the school request assistance Technical telephone support at no additional cost: Access to the MIS and Technical Telephone Support Service Desks and Service Desk Online SITSS initiates & completes the SIMS upgrades: SITSS download and install SIMS Upgrades via a scheduled task at times pre-arranged with the school Basic support will not include updates to Microsoft Windows (e.g. updates to the MS.net framework), or third party software required for use with SIMS SIMS FMS: SITSS offer technical support and updates for SIMS FMS Please note It is recommended that you have a hardware/warranty cover for your database server. (* AMI - Automated Management Infrastructure, SITSS developed automated tool to run many predefined checks on your school server). Section G... 11

12 School IT Systems Support Enhanced SIMS Database Server Support The Enhanced Support includes all of the above (as detailed in the Basic Support), and in addition, SITSS will carry out the tasks below. Please be aware that if the Enhanced Support contract is not selected then the tasks below are the responsibility of the school SITSS will complete SIMS post upgrade tasks and the upgrade and / or installation of other third party applications such as: HCC Exclusions sender Anycomms HCC CLA Attendance return WisePay Synch Tool Financial Planning tools SITSS will install SIMS Add-ons and SIMS infrastructure changes: Discover installation and updates Assist in the installation of significant SIMS infrastructure updates, such as Microsoft.Net updates and SOLUS 3 installations Note: SIMS InTouch has to be installed by Capita SIMS as it requires direct access to the Capita servers. 2.6 Schools choosing to use Third Party support providers for their database servers. Schools using Third Party support providers to support their Database Servers will only receive SIMS software support and will not be entitled to any of the above services. SITSS support for SIMS will start at the Login screen and any functions of the SIMS software thereafter. SITSS will advise schools how to update their SIMS system, resolve their problem if possible, or may ask for certain investigations to be carried out, but SITSS will not carry out any tasks outside of the SIMS software. Section G... 12

13 School IT Systems Support 2.7 All Contracts Backup and Restore In the rare event of a very serious issue occurring that cannot be resolved which causes the system to completely crash then SITSS may elect to restore the server from the most recent backup available. The school is responsible for managing the backup tapes and agreeing with their support technician a regime for testing the validity of these. Where a good backup is not available then the system will need to be returned back to the factory delivered state and fully re-commissioned with the assistance of the support technician. This may be chargeable. A detailed set of tasks are agreed and can be found in the Network Tasks document see Appendix 2. See Appendix 1 - for Advice for schools in Managing your Network See Appendix 2 - for Network Task Information See Appendix 3 - for List of CC4 Plug-in Packages (as of April 2012) See Appendix 4 - for Automated Management Infrastructure (AMI) Details Section G... 13

14 Standards and School Effectiveness School IT Systems Support 2.8 Network Support Contract Entitlement Matrix SITSS network support contracts are based upon the following components: Telephone & Remote Entry Level SITSS & ATSS Managed SITSS Managed Technical Service Desk Service Desk Online RM Hot fixes & Patches RM Knowledge Base Standard Remote Support Enhanced Remote Support AMI Anti-Virus Maintenance SITSS Service Description Schools can ring, fax or the Service Desk for 1 st point of call for any IT related issues. Technical and Network problem solving will be via telephone, or remote access. * Schools can create their own cases to report issues or monitor, update and review the progress of cases on line This provides flexibility of being able to download and install updates yourself, (For a Fully Managed Support contract SITSS will be responsible for all updates). Secondary schools are responsible for checking the available updates on the RM site and ensuring these are applied to their network, at least monthly. This provides access to the RM Support web area to view articles on both hardware and software Allowing SITSS consultants to work remotely with school staff for the resolution of issues For managed schools SITSS staff will use this to monitor and manage the system without school intervention SITSS in-house system which proactively informs us of any issues on your servers so we can anticipate and apply a fix before a major disaster. Also used to push out updates, e.g. Microsoft patches and apply RM updates/hot fixes. See Appendix 4 for details Check of the status of software on stations and servers (subject to your school purchasing the SITSS anti-virus package). Section G... 14

15 Standards and School Effectiveness School IT Systems Support Maintenance Visits Frequency agreed with individual school Telephone & Remote Entry Level SITSS & ATSS Managed SITSS Managed Account Manager Support for MIS Installation Plug-in Packages Major Service Release Server Installation Ad-hoc Visits Option Number of hours agreed with individual school SITSS Service Description Maintenance visits consist of set tasks which the consultants are required to check onsite. Frequency and duration of the visits adapted to best meet the needs of the school. This will influence the annual charge. Issues identified should be logged via the Service Desk and not held back for visits Allocation of an Account manager for one scheduled visit per year to discuss present and future requirements and new technologies to move the School forward with its ICT planning. The account manager can always be contacted to discuss changes and developments between planned meetings SITSS will arrange for the MIS application to be installed on admin and staff workstations as requested. SITSS will provide free Plug-in packages (e.g. Acrobat Reader, Flash, Shockwave etc). See Appendix 3 for details Microsoft and RM occasionally produce Service Release/Pack upgrades to rollup security hot fixes and enhancements in their products. Where a major installation task is required for these releases, SITSS will complete the server side installation on our SITSS Fully Managed networks. Schools on our other contracts will be given a quotation for SITSS to carry out this work as and when necessary. A SITSS consultant will visit school to undertake tasks/issues logged on the service desk that cannot be resolved remotely. A school will always get their visit on the same day during the week, benefiting with an onsite SITSS technician within a week, only when necessary. The school ad-hoc hours entitlement will be based on individual contract details. Additional ad-hoc hours can be purchased if required and can also be used for other SITSS services. Section G... 15

16 Standards and School Effectiveness School IT Systems Support Telephone & Remote Entry Level SITSS & ATSS Managed SITSS Fully Managed SITSS Service Description Ad-hoc Visits Option Number of hours agreed with individual school Routine Visits Option Frequency agreed with individual school (Office 365) Support level included in network service standard standard advanced A SITSS consultant will visit school to undertake tasks/issues logged on the service desk that cannot be resolved remotely. A school will always get their visit on the same day during the week, benefiting with an onsite SITSS technician within a week, only when necessary. The school ad-hoc hours entitlement will be based on individual contract details. Additional ad-hoc hours can be purchased if required and can also be used for other SITSS services. Based on individual contract details, a school with a SITSS Fully Managed Support contract may have Routine Visits instead of, or as well as, Ad-hoc visits. A SITSS technician will visit the school for a set period of time (recommended minimum 2 hours) on a regular basis, normally weekly or fortnightly. RM Technical Seminar For details view the SITSS website for courses and seminar information on dates and venue One place at these regional events held twice each year, for secondary, middle and special schools only. Additional secondary places and primary places can be purchased at cost All issues should be logged as soon as possible on the Service Desk via telephone, fax, or online. Do not store up issues for an impending visit. If the issue cannot be resolved via the service desk, or through remote access, it will be allocated to the relevant technician for on-site resolution. Please see Appendix 2 for document outlining responsibilities for all parties involved within the contract. * (Remote Access) SITSS technical staff may use this without reference to the school, in the rare occasion where the school technician is unavailable and the school have given SITSS the necessary security credentials, where the solution to a problem has been found or needs further investigation. Section G... 16

17 Standards and School Effectiveness School IT Systems Support 3 Additional Network Services 3.1 Strategy, Network solutions, Design and Commissioning SITSS can provide as much or as little guidance & support as you need when designing your school network. Every school is very different and we offer a comprehensive design package: Strategy Working with our ICT Curriculum colleagues we can survey your school and, in discussion with you, agree the best system to meet your needs, from a bespoke office system to a fully integrated network across the whole school. We generally recommend RM network systems because we (SSE ICT Team) believe they have the network tools appropriate to a school environment; however we have developed our own vanilla Microsoft network (K8) for schools looking for an alternative solution. We are also happy to provide advice, guidance and support for raw Microsoft server systems. Value for Money We can provide advice and guidance on any alternative quotations you may receive to ensure your money is well spent and offers value for money. We also offer advice on classrooms design, and network infrastructure. 3.2 Managed Wireless Solutions A managed wireless network is a wireless network that is controlled by a central system\controller. This controller will handle the configuration of all access points as well as interference from other wireless networks. It also manages security and performance of the wireless clients including directing them to the fastest connection speed possible, making sure that one access point is not over loaded with too many wireless devices, ensuring that every device gets the required performance. SITSS managed wireless networks use the Aruba networks wireless system. We are able to deploy this in a variety of different configurations ranging from 1 access point to a few hundred. Our managed wireless solution allows for the use of personal devices to safely access the network and/or internet, just like the secure public Wi-Fi at Starbucks Commissioning Once a system has been agreed we can project manage the purchase, installation and full commissioning of your system; setting clear roles and milestones throughout the project lifecycle backed up by full comprehensive network documentation. Section G... 17

18 Standards and School Effectiveness School IT Systems Support 3.3 Server Hardware Swap Schools which need to replace their current server due to age, disk size or backup constraints but wish to continue using the same network management system can have a Server Hardware Swap procedure carried out. This involves taking an image of your current server which is transferred to your new server hardware. SITSS have all the necessary tools to complete such complex tasks. 3.4 ICT Technical Seminar SITSS aim to run occasional, afternoon seminars for all school ICT subject leaders and technical managers, to update on current issues, upgrades and common problems. This session is delivered in conjunction with our SSE ICT Curriculum colleagues. Dates and details of future sessions, will be published on our web site. There is a small charge for schools that do not have a SITSS network support contract. 3.5 Hardware Support File server - Hardware Support We always recommend the purchase of a hardware support contract for your file server(s). Always ask if this includes restoration of the operating system and software (applications and data) to the state before the problem. (This is obviously dependent upon you having a good backup). Not all manufactures provide this level of service, some only restore to an as shipped state (see Section 3.6 Full Disaster Recovery). Note: Once servers and workstations reach their 5 th birthday, it may not be possible to extend their warranty. RM are more flexible with their warranty and allow extensions for additional years but may cease this at the renewal date with limited warning. We believe that Dell now also give the option to extend their warranty into additional years Workstations and peripherals - Hardware Support Network support does not include workstation and peripheral hardware maintenance; for example it does not provide support to repair a printer or change a CD drive in a workstation. You can: Cover such items through our Hardware Support contract for individual items Arrange a repair or replacement on a PAYU basis See Section K, 3 Section G... 18

19 Standards and School Effectiveness School IT Systems Support 3.6 Full Disaster Recovery This service is available on a Pay As You Use basis. In the unfortunate event of the school server or SIMS Master PC becoming unresponsive or suffer a major hard drive failure, SITSS will undertake a full disaster recovery ensuring the least amount of disruption for the School. Schools require a Network Support Contract or Equipment Repair Contract on the appropriate server or SIMS Master PC to access this service. Schools must ensure that their backups are up to date and validated for this to be successful or additional charges may be made. Because this is potentially easier on servers with fault tolerant hard drives (typically raid 1 or raid 5) an additional charge will be made to cover other systems. 3.7 Plug-in Packages Schools subscribed to our plug-ins package receive many software titles, packaged for CC3, CC4, and K8 free of any additional charge. These include many freely available and dependency software titles including those recommended by the HCC SSE ICT Curriculum Advisors, such as Adobe Flash and Shockwave players, Acrobat Reader, SMART Notebook, Irfanview and Audacity. Where appropriate the packages are updated based on the latest versions available from the software vendors. See Appendix 3 for a list of Plug-in packages. 3.8 Software Package Creation SITSS offers a bespoke package creation service to prepare any software for installation across a Client/Server network. Although this service is predominantly for RM CC3 or CC4 schools, the final package will normally be useable in any native Microsoft Server environment. We aim to have software installed and tested within 3 weeks of receipt. SITSS will request the software from the school to determine charging as prices vary depending on the complexity of the software's native installation mechanisms. Where a school has purchased a SITSS support contract which includes ad-hoc hours, these can be used for this service. Original software, along with any license information, needs to be delivered to SITSS via schools post or at school expense to: SITSS Package Creation Ref No. xxxxxx Hertfordshire Development Centre Robertson House (SROB102) Six Hills Way, Stevenage, Herts SG1 2FQ Section G... 19

20 Standards and School Effectiveness School IT Systems Support 3.9 Advice for Schools in Managing your Network School network management is time-consuming and demanding. It needs to be carried out by staff with the expertise and hours to carry out regular maintenance tasks such as testing back-up routines, monitoring anti-virus protection as well as dealing with day-to-day queries from users. Initial training is available from suppliers such as RM, and two to three days initially needs to be allocated for this. SITSS can assist the school network manager on the various tasks associated with the day to day housekeeping of your client server system. This can be anything from backup procedures or routines to load balancing your current resources. See Appendix 1 for brief guidelines on Managing your Network Network Audit (SITSS requirements when taking on a NEW network for support, or where there has been a break in continuous support from SITSS) If you are considering a SITSS network support contract, your school will require a Network Audit. During a network audit a SITSS Network Consultant will survey your school s network design, layout and equipment. We will then provide details of changes that would need to be carried out before SITSS would undertake support and a quote (if applicable) for SITSS to carry out this work. SITSS reserve the right to decline to undertake support. Note: this also applies when a school asks us to support their network running Capita SIMS software, where we have not supported the school s system previously Bespoke Service If any of the above services do not exactly meet your needs then you can contact the Technical Service Desk on option 1 then option 3, or by ing sitss.technical@lea.herts.sch.uk and mark it for the attention of Jeff Hall, Daniel Brookes or Shahid Sahil, for an appointment to discuss your requirements. Section G... 20