Schools Hosted IT Services. Service Level Agreement

Transcription

1 Schools Hosted IT Services Service Level Agreement as provided by to The Governing Body of The School (The School) Effective Date: 1 st April 2014 West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 1 of 16

2 CHANGE CONTROL Version Date Author Changes /12/2013 Simon Taylor First Release REVIEWERS Name Mike Smith Jamie Kerr-Elliott Position OpenHive Implementation Project Manager Capita Commercial and Contract Management DISTRIBUTION As per above list of reviewers, plus: Name Position Chair of Governing Body of The School Head Teacher of The School West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 2 of 16

3 Table of Contents 1.0 PARTIES TO THE AGREEMENT PURPOSE PRE-REQUISITES AGREEMENT PERIOD SIGNATORIES SERVICES TO BE PROVIDED Web filtering Solution OPENHIVEwebshield Staff and Student - OPENHIVElive Website Hosting - OPENHIVEshare Moodle Hosting - OPENHIVEmoodleDo Account and Identity Management - OPENHIVEiD Domain Name Service (DNS) Management - OPENHIVEresolve SERVICE QUALITY AND REVIEW CHARGES BILLING & PAYMENT METHODS RESOLVING ISSUES & DISAGREEMENTS COMMUNICATION DIVISION OF RESPONSIBILITIES Legal and Statutory Responsibilities Non-Statutory Responsibilities INCIDENT MANAGEMENT SERVICE LEVEL PERFORMANCE BREAK CLAUSES Cancellation Charges/Credits Out of pocket termination costs Implications of Cessation/Non-Renewal of SLA HOW TO PURCHASE CONTACT DETAILS West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 3 of 16

4 1.0 PARTIES TO THE AGREEMENT This document is an agreement between Capita Business Services Limited (hereafter referred to as Capita ) and the Governing Body of the School (hereafter referred to as the School ). Capita IT Services (as a division of Capita Business Services) and other suppliers are providing this service under contract to the council. 2.0 PURPOSE This agreement defines the Schools Hosted IT Services provided by Capita as well as the corresponding obligations of the School. 3.0 PRE-REQUISITES It is a pre-requisite for provision of services detailed in this agreement that the: Antivirus Software is installed and regularly updated on all devices used to operate the service. Compliant Internet Browsing software (and configuration) and Microsoft Office Application versions are in use on all devices used to operate the service 1. School maintains a connection to the Broadband and Wide Area Services SLA (this is a requirement for the Web Filtering service) School has in place an Acceptable Use Policy (AUP), which covers network related activities and use of the internet by staff and pupils 23 If the School does not meet the above pre-requisites, then the support services defined within this agreement cannot be provided. 4.0 AGREEMENT PERIOD This agreement between Capita and the School will be executed as a single year rolling commitment: Rolling Single Year Agreement - 1 st April 2014 to 31 st March 2015 All changes to this agreement, including those introduced by projects, will be jointly negotiated and agreed between the West Sussex Capita Partnership and the West Sussex Schools Forum. Capita will be responsible for updating and issuing the revised agreement. 1 In line with the OPENHIVE Workstation Compliance Document 2 An example AUP can be found on the WSGfL website 3 The OPENHIVE service also has an AUP to protect all users of the multi-tenanted environment West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 4 of 16

5 5.0 SIGNATORIES Name: Name: Position: Position: Signature: Signature: On behalf of the School s Governing Body Date: On behalf of Capita Business Services Date: West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 5 of 16

6 6.0 SERVICES TO BE PROVIDED The key feature of this agreement is to provide secure, reliable, highly available hosted IT services to West Sussex Schools and Academies. A note about this years service structure: 2014/15 is the first year the OPENHIVE solution is featured in the West Sussex School s IT Service. In order to transition Schools to the new Service with the least disruption the services described are offered as a single bundled service, replacing the former AtomWide services. You will note that we have unbundled the hosted Services and Infrastructure (connectivity) elements of the former Broadband and WSGFL Hosted Services SLA, this is in order to provide you with greater flexibility and transparency of service component cost. From the 2015/16 SLA year Capita will offer further flexibility of choice for hosted services offered, meaning that Schools will be able to select to buy into a wider range of services, whilst cancelling those they no longer wish to use. Summary of Level 1 Services: Web Filtering Solution Staff and Student (including filtering) Website Hosting Moodle Service Hosting Account and Identity Management Domain Name Service (DNS) Management Details of the OPENHIVE services can be found at Web filtering Solution OPENHIVEwebshield The detail below is extracted from the OPENHIVEwebshield Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. The protection of pupils and staff from inappropriate web content is of paramount concern to Capita and we have been engaged for over ten years in providing accredited Web Filtering platforms. West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 6 of 16

7 Capita, with our experience in the Education market, understands that the Internet, with its extensive landscape and vast amount of information, is a valuable tool in the curriculum. Using the OPENHIVEWebshield Education Web Filtering platform, educational establishments can be reassured that pupils and staff can use the Internet without the threat of exposure to undesirable material. The service is designed to be flexible and by providing different levels of granularity, it offers a high standard of protection whilst not hampering staff or pupils because of overly ridged filtering policies. Further acknowledging the need for flexibility, we give schools the ability to manage and change web filtering to meet their own requirements. Key features: Highly Resilient Web Filtering Service - The solution is designed with performance and resilience in mind. Dynamic Categorisation of unknown/new websites - Filtering system "learns" as you browse, dynamically categorising new content the first time it is accessed (normally within seconds). Flexible, Time-based policies - Allowing users to access social media after school or during lunch times. Educationally Focused categorisation engine - With around 33% of UK primary / secondary students using Netsweeper, it has the best educationally focused categorisation engine world-wide. Local Control (Fully audited) or managed service - Primary schools may prefer a managed service, while secondary schools may prefer to have local control of their filtering policy. Full Reporting engine, with up to 12 months of storage - Available as a managed service or as part of local control, allowing daily, weekly or monthly summary reports to be automatically created and ed, or ad-hoc investigative reports to be run. No local hardware to deploy / support - It s an "in the cloud" service, so there is no hardware to deploy or support within the School. Authorised overrides - Authorised users can override filtering decisions, streamlining learning and minimising disruption during lesson times. Enhanced Safe Search functionality - Providing an additional layer of e- safety by having the ability to enforce the safe-search functionality facilitated by many popular search engines. Capita will provide helpdesk support for reporting and resolving Web Filtering problems - The Capita Service desk will facilitate the recategorisation of URLs on request Dependency Due to the phased migration from AtomWide to OpenHive Services in 2014, there remains a dependency on the Broadband and Wide Area Network Service for the OPENHIVEwebshield service. Capita will investigate removal of this dependency in West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 7 of 16

8 6.2 Staff and Student - OPENHIVElive The detail below is extracted from the OPENHIVElive Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. The OPENHIVElive product provides a well-regarded service for both staff an learners based on the Microsoft Office 365 system. This cloud-based service offers full filtering and virus protection, abundant 10GB resilient storage and a familiar user friendly interface that is intuitive to even the newest user. In terms of filtering the system provided is capable of internal (by Microsoft) and external (by OpenHive) processing of: SPAM, Anti-Virus (multi-engine), profane and inappropriate words or sentences (according to a customer agnostic dictionary), skin-tone analysis and delegated (per domain) management (including reporting and policy management). 6.3 Website Hosting - OPENHIVEshare The detail below is extracted from the OPENHIVEshare Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. OPENHIVEshare Web Site Hosting is a fully managed service, hosted on robust and resilient architecture, supported by load balancing and replication services to maintain high availability and performance (significant during snow days ). Key features: Highly Available / High Performance Your website is hosted on a resilient internet hosting platform that can cope with the demands of school life (including snow days ). With Service Level Targets of 99.9% availability Capita will ensure your website is highlight available to parents and learners. Disaster Recovery Your website will be backed up daily, so in the unlikely event of a hosting server failure Capita will restore the website. Note: This Service does not include restore on demand, therefore Schools should ensure they maintain local website backup copies during changes to the site. Easy File Transfer and Website Management console Whilst many IT technicians will be familiar with File Transfer Protocol (FTP), for others West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 8 of 16

9 maintaining a website can be a daunting task. OPENHIVEshare includes a feature called cpanel Control Panel. cpanel is an intuitive website management solution that gives you an easy means of maintaining your website. Hosting supports for many programming languages, databases and applications Schools are doing more than ever with their websites (for example enabling financial transactions and homework databases) the OPENHIVEshare solution supports a range of complementary services including support for CGI, Perl, Python, ImageMagick, Joomla,WordPress, Wiki s etc. 6.4 Moodle Hosting - OPENHIVEmoodleDo The detail below is extracted from the OPENHIVEmoodleDo Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. OPENHIVEmoodleDo provides a fully managed and supported instance of a popular Moodle Virtual Learning Environment. The Capita OPENHIVEmoodleDo service frees the School up from hosting, managing, designing, supporting, updating its own Learning platform Coupled with OPENHIVE, user account provisioning is fully integrated with a school s MIS system through OPENHIVEiD (also contained within this service), automatically rather than having to manually create user accounts and class associations. Key Features: MoodleDo provides the following modules in a fully managed and supported environment: Assignments Forums Questionnaires and Surveys Wikis Resource links Calendars 6.5 Account and Identity Management - OPENHIVEiD The detail below is extracted from the OPENHIVEiD Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 9 of 16

10 functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. OPENHIVEid is the heart of the OPENHIVE solution, this service uses information from SIMS (your school MIS system) to create and manage user accounts and identity management for your hosted services. Key Features: In the current service OPENHIVEiD User Management, enables you to create and modify and Moodle accounts individually or in bulk from your SIMS system. User account management of other OPENHIVE services is also integrated with this solution. OPENHIVEID Understands your school s timetables, classes etc and informs user access across all OPENHIVE services, updating user information as changes occur (including automatic key stage rollover). Group Management enables you to create and modify groups, modify the membership and settings. Delegated Access Model ensures relevant access is granted to relevant members of the organisation ensuring only authorised personnel are able to make changes to a user or group. OPENHIVEiD Web 2.0 interface enables interaction with OPENHIVEiD to manage your users easily. 6.5 Domain Name Service (DNS) Management - OPENHIVEresolve The detail below is extracted from the OPENHIVEresolve Service Description document. That document is the definitive description of the service provided. As with any SAAS solution the OPENHIVE service will undergo maintenance and enhancements to its service over the period of the contract. This may add to or amend functionality listed in the Service Description document (this is also subject to functionality provided by 3 rd party providers). Where there is a substantive change the revised Service Descriptions will be published in advance of the change being implemented. The Domain Name Service (DNS) is the way in which the network address of your Schools internet services are given a reader friendly name. OPENHIVEresolve provides your school with the service to manage your school s website and moodle presence on the internet allowing it to be located by parents, learners and staff using its domain name (e.g. Myschool.w-sussex.sch.uk). Although this service is invisible to the lay-person, it is an essential for the School to maintain an internet presence. 7.0 SERVICE QUALITY AND REVIEW The quality of the overall service is actively monitored and performance issues dealt with appropriately through incident and performance management processes. If required, a formal review of the services provided as part of this agreement will be undertaken between Capita and the School. Any subsequent changes will then be jointly agreed between Capita, (in consultation with West Sussex County Council) and the West West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 10 of 16

11 Sussex Schools Forum. Capita will be responsible for updating and issuing the revised agreement. 8.0 CHARGES The School agrees to pay the West Sussex Capita partnership the sum of monies defined in the schedule below. Service/ School Type Date of Billing Amount Nursery, Primary, Special Summer Secondary Summer Whilst every effort is made to ensure the OPENHIVE services can be self-managed by the school, the Service Description documents detail a number of non-chargeable and chargeable items if the school requires Capita to perform these functions on its behalf. Chargeable request will require a Purchase Order prior to any change implemented by Capita. 9.0 BILLING & PAYMENT METHODS For maintained schools, the charges defined in section 8.0 will be journalled from the School via the overnight transfer system by the council RESOLVING ISSUES & DISAGREEMENTS Any issues or disagreements between the School and Capita relating to the level or quality of services provided as part of this agreement will at first attempt to be handled by the IT Service Desk. If not suitably resolved through this method, the issue will be escalated as per the subsequent (descending) order of contacts as shown in section In the event that the issue cannot be resolved through the above approach, then a meeting will be arranged between a Senior Council Contract Officer, Capita Senior Management and a senior representative of the School, to attempt to resolve the issue as soon as possible COMMUNICATION The primary method for communication between the School and Capita will be via , typically through a nominated contact responsible for IT provision at the School. However, URGENT incidents should always be reported by Telephone on the number published in this document. Communication between the School and the managed service partners will be via the Capita ITS Service Desk. It is therefore essential that the nominated contacts (and/or deputies) have regular access to an inbox and the News & Alerts page on the service status website ( Capita may at times need to send urgent communications relating to this service. West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 11 of 16

12 If any of the nominated contacts from the School need to be changed during the term of this agreement, the School should log a call with the Service Desk informing them of the change. The School should return the Nominated Contact Form (available from the WSGfL website) signed by the School s Head teacher returned to the Service Desk DIVISION OF RESPONSIBILITIES In addition to the overarching responsibilities described below the OPENHIVE Service Descriptions detail additional responsibilities for each of the services taken. These will vary from service to service. Noncompliance with these may result in an additional charge to the school. All relevant OPENHIVE service descriptions are available on the West Sussex Grid for Learning 12.1 Legal and Statutory Responsibilities The School s Responsibilities Have in place a managed acceptable use policy in relation to the services covered within this agreement, which all users (staff and students) sign up to. Provide adequate health and safety provision for visiting council and associated managed service partners staff. Capita Responsibilities Provide framework and guidance on e-safety, internet filtering and implementing an acceptable use policy on the WSGfL website Non-Statutory Responsibilities The School s Responsibilities Report and escalate incidents and service requests Service Desk in a timely fashion and provide all relevant information. Provide a nominated contact within the School (and up to two deputies) to act as a liaison when logging calls and to prioritise incidents. This person should also be available over the phone and on site to assist in the resolution of incidents. Provide access to IT equipment on the School s site pertaining to the services defined in this agreement to Capita and their Service Partners. Provide additional contact details to enable the council and associated managed service partners to arrange out of term time access on-site in the event of an internet connectivity outage (shared site links only). Ensure car parking is available for visiting council and associated managed service partners staff. Capita Responsibilities Performance targets for availability of services to the School (as defined within this agreement) are met. Responding to reported incidents and service requests within the times specified in the Service Level Targets. West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 12 of 16

13 The School s Responsibilities Capita Responsibilities Ensure that only Capita and associated managed service partners staff can access and modify network equipment on the School s site pertaining to the services defined in this agreement. If in doubt, the School should contact the IT Service Desk on the number published in this document for verification. Ensure that Capita and associated managed service partners staff are never left unsupervised with pupils when onsite. Provide adequate (at least 1 week) notice to the IT Service Desk of any planned power outages to the School or network equipment pertaining to the services defined in this agreement. Ensure that support and maintenance staff who attend onsite are suitably DBS checked INCIDENT MANAGEMENT The Capita IT Service Desk is staffed from 07:00 to 19:00, Monday to Friday, excluding Public Holidays. Outside of these hours customers may contact us by sending an or completing a form on the WSGfL site. Capita reserves the right to temporarily suspend/provide degraded service to the School, in the event that an IT issue (e.g. virus outbreak) on the School s local IT infrastructure is causing unreasonable impact or risk to other users of the West Sussex Schools WAN. Measures will remain in place until such a time as the issue has been resolved or mitigated. Under such circumstances Capita will inform the School s nominated contact before any service disrupting action is undertaken SERVICE LEVEL PERFORMANCE The service aims to meet the following service level performance targets. Service Element Service Level Target Service Period Measurement timescale Web Filtering 99.9% Availability Annual 24 * 365 Staff and Student 99.9% Availability Annual 24 * 365 Website Hosting 99.9% Availability Annual 24 * 365 Moodle Hosting 99.9% Availability Annual 24 * 365 User Account 99.9% Availability Annual Management DNS Management 99.9% Availability Annual 24 * 365 The Service availability is subject to the following change control windows during which time the SLA monitoring will be suspended. West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 13 of 16

14 Agreed change windows Required notice period Maintenance windows are 22:00 to 04:00 each day. or operational reasons any night can be used but where possible:- Tuesdays will be used for operational maintenance changes and require no notification to customers. Thursdays will be used for Project changes, any major releases will require at least 5 days notice to be given to customers It may also be necessary to use weekends for full system upgrades. The window will be 6pm Fridays to 7am Mondays. Disruption to services will be kept to a minimum (i.e. only the affected applications) and customers must be advised at least 5 days in advance. 5 'working' days notice Priority OPENHIVE Priority Description 1 Non availability of all Service Components 4 Fix Time 4 Hours 2 Any issue that is a significant impact to ALL users such as the unavailability of individual service components (e.g. or VLE) 5 1 working day 3 Any issue that causes minor impact to many users or significant impact to a small proportion of users 6 3 working days 4 A BAU administration task or request for information (e.g. how to) 4 working days 5 A Feature Request n/a 15.0 BREAK CLAUSES Within the rolling annual agreement period, a termination clause exists in the form of the School having the option to request a cessation of this service at any point. The service 4 For the avoidance of doubt, P1 is concurrent unavailability of all service platforms (as defined in the various service descriptions). If any given (single) service, such as the service is working and available for any users, whilst others are unavailable, then a P2 incident shall be raised. 5 P2 shall be used when one or more (but not all) service platforms are unavailable to ALL users of that platform. For the avoidance of doubt, if some users can access/use a platform successfully, whilst others cannot, for example if multiple servers were deployed and only 1 server was unavailable, then a P3 call shall be raised. 6 P3 shall be used for single service platform unavailability for some users (not all) and for individual user issues West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 14 of 16

15 would then be terminated on the agreed date, which shall be six (6) months from the date of written communication confirming service termination. In all cases where service termination is desired the School needs to provide Capita with a minimum of six (6) months written notice unless otherwise agreed by mutual consent. Schools that do not provide written notice of an intention to cease the service will be deemed as wishing to continue using the Service on a rolling annual agreement. Failure to select the Buy back option as part of the annual SLA renewal process shall be deemed as commitment to take the services for the following rolling year period. Under such conditions the School will be charged an annual fee for the continuing service at the prevailing service charge rate (per the new SLA as published) Cancellation Charges/Credits - Services terminated upon six (6) months written notice within an annual agreement term will attract no termination penalty (Please note: the remainder of the charges relating to the six months notice period and costs detailed in still apply). For the avoidance of doubt if a School terminates the services with four months left to run on the current annual agreement term, the remaining two months of service charges shall become billable. If the School terminates with more than six months left to run with the current annual period, they will be rebated for the unused portion of the services. On termination school may be charged for any costs incurred by Capita and/or the council associated with early cessation of this SLA (e.g. costs associated with early cancellation of the broadband circuit contract payable to 3 rd Party suppliers, etc.) Out of pocket termination costs On termination the School may be charged for any costs incurred by Capita and/or the council associated with early cessation of this SLA (e.g. costs associated with early cancellation of the broadband circuit contract payable to 3 rd Party suppliers, etc.) Implications of Cessation/Non-Renewal of SLA The cessation or non-renewal of this SLA by the School will: Revoke access to all services contained within this SLA. Removal of all accounts and data held in association of this service HOW TO PURCHASE To purchase this service for the first time (or as a returning customer following a break in service) you may opt-in during the annual SLA buy-back period, if you wish to commence service at any other time of the year please contact Capita Network Support Team via the IT Service Desk. Charges to join or re-join the service following a break will be agreed with the school upon application. If you already subscribe to this service, service extension shall be requested during the annual buy-back period. Note: Schools wishing to terminate this service should refer to section 15 Break Clauses. West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 15 of 16

16 17.0 CONTACT DETAILS Title Contact Details Capita IT Service Desk Telephone: Note: When calling to speak to the IT Service Desk please listen to all options before selecting the service required. IT Service Desk Team Leader Telephone: Note: Ask to speak to the duty team leader for escalation. Capita Schools IT Support Team Leader Capita IT Service Support Manager Name: Michelle Burton Telephone: Name: Simon Taylor Telephone: Capita IT Service Manager Name: Emma Blythe Telephone: Capita/WSCC Partnership Schools and Academies Services Manager Name: TBC Telephone: TBC TBC END OF DOCUMENT West Sussex Capita Partnership do not distribute without prior written consent from document owner Page 16 of 16