Information Communications Technology (ICT) Services. Service Summary for 2016/17

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1 Information Communications Technology (ICT) Services Service Summary for 2016/17 We provide excellent value for money services to schools covering a wide range of ICT areas such as SIMS Support, Curriculum Support and Internet and Filtering, Network and Server & Storage support. Alongside this, we offer central backup service for SIMS & FMS and Sophos Anti-virus first line support to schools. SIMS Support The service is mainly delivered through direct support to schools from an experienced team of officers who will provide expert advice, support and guidance on the operation of all SIMS modules. The team also offer a comprehensive training programme for all core modules and statutory returns. Bespoke or additional training is available to meet the needs of the school. SIMs technical specialist is available to ensure schools have up to date upgrades, patches and advice for future proofing. Curriculum Support We will provide support for PCs, laptops, tablets, printers and scanners and the use of Microsoft Office products, local area network management i.e. network printing, backup/security procedures, installation of Windows software, user access and security. Our service includes remote monitoring and management of the LAN equipment and the arrangement for managing placement and repair. Within the standard service package, our engineers will provide hardware and software support, data and voice communication management as well as on-site support if needed or requested. Internet and Filtering Service Within the standard service package, ERYC will provide the provision of appropriate internet connection and distribution to all East Riding schools that subscribe to this service. The service will terminate at a suitable point within the school premises to allow the local area network to be connected. A standard internet filtering service will be provide that controls access to internet sites as defined in the published standards for schools. Services Provided Details of each service are as follows:

2 SIMS Module Support: Assessment Manager Statutory Census / CTF Discover Dinner Money FMS System Manager Personnel Reporting SEN Attendance STAR 7 Profiles B2B Data Exchange SOLUS SIMS Training Bespoke Training Statutory Return Training System Management: Anti-Virus Support Lotus Notes Intranet Access Procurement Advice Secure File Transfer Facilities Termly User Groups SQL System Management E-Forms MS Operating & Application SIMS across the network Remote Support Internet and Filtering A standard internet filtering service that controls access to internet sites as defined in the published standards for schools. Advanced Filtering Service This is an optional service that allows an individual school to administer their own local filtering rules. The licensing for the advanced filtering service is included within the SLA,

3 however due to the unique requirements for each school, additional equipment, installation and support may be needed at additional cost. Curriculum Support Remote Support. On-Site Support where required. On-Site Health Checking where required. Day to day Network Management and Remote Support. Use of Microsoft Office Products. Customer Support for local area network management including network printing, backup/security procedures, installation of Windows software, housekeeping, managing data, user access and security. Whole school Virus Protection software which is purchased via the LEA and support of this product. Use of Internet Explorer and including Webmail, Exchange and Outlook. Advice on computer security. Support for hardware (PCs, laptops, printers and scanners). Installing, configuring and testing software (including anti-virus). The management of data and voice communications and related infrastructure as appropriate. Remote monitoring and management of the LAN (Local Area Network) equipment and the arrangements for managing placement and repair. Assistance with disaster recovery. The following list of software will be installed, configured and tested: Windows Service (including Active Directory) Microsoft Windows 7 or above Microsoft Office 2010 or above SIMS/FMS as required Anti-Virus Total Network Infrastructure Management (Secondary Schools) For the purposes of this service, networking hardware is defined as equipment facilitating the use of the computer network. This includes:

4 Routers Switches Hubs Gateways Wireless access points Wireless LAN controllers Network interface cards Networking cables Network bridges Modems Firewalls Storage and Server Infrastructure Management (Secondary Schools) For the purpose of this SLA Storage and Server Infrastructure is defined as equipment facilitating the use of the computer network. This includes: Shared Storage Physical and Virtual Servers Microsoft Windows Server Infrastructure Support Disaster Recovery Support Business Continuity Support ICT Infrastructure Best Practice Guidance Disaster Recovery and Backup This service will be provided to assist the school with recovery in the event of computer virus attack or total system failure. Best efforts will be made to reinstate the schools system to a workable status from which the school will be able to resume operation. The school will use appropriate data backup procedures. Central Backup of SIMS and FMS and Sophos Anti-Virus Support This now covers a central backup solution for SIMS and FMS provided the school has East Riding Connectivity. Sophos Anti-Virus 5 Year Essential Renewal Licences are also available with ICT4C providing 3 rd line support.

5 Additional Services Additional consultation days may be purchased based on hourly or daily rates together with IT Audits and future proofing. Hardware may also be purchased. Schools purchasing IT equipment are entitled to substantial discounts on the charges for additional services. Who is this service available to? LA Maintained Schools: Y Academies: Y Independent Educational Institutions: N How do I find out more or get a quote from ICT Services? Please contact: Paul Johnston Sue Bottomley IT Customer Support Manager Team Supervisor Telephone: Telephone: Paul.Johnston@eastriding.gov.uk Sue.Bottomley@eastriding.gov.uk Why choose the ICT Service? Headteachers and Admin Business Managers tell us they prefer to have the choice of IT services. We have listened to their suggestions and have updated the standard service package so schools can choose which service meet their needs and budget. Having such a large team of IT expertise within one service area provides the schools with confidence that their calls and requests will be dealt with efficiently and by engineers with years of experience within the school environment and a wealth of IT knowledge. Having all IT services provided by ERYC is the only solution which will take the burden away from schools admin, having internet connectivity which displaces the need for other tools and software to access ERYC applications. The team are constantly researching alternative IT solutions for internet connectivity methods which will improve bandwidth speeds and are looking in to new technology to improve wireless connectivity around the school. What is the length of the agreement? 3 Years LA Maintained Schools

6 1 year other institutions What is the payment frequency? Annual in advance with additional ad hoc services termly in arrears Note The content of this service summary is subject to change and should not be relied upon to support any service level agreement offer or any subsequently agreed contractual arrangement. We also reserve the right to modify or withdraw the service at any time.