Service Level Agreement

Transcription

1 Service Level Agreement MIS Support as provided by

2 The Purpose of the SLA The purpose of this SLA is to define the rights and responsibilities of both the school and SMIS in respect of this service. This SLA sets out, in particular, the details of the service that will be provided, it s cost, who will provide it and how it will be monitored. It also details responsibilities that must be met by the school to enable the agreement to function. Contact The lead contact for this service is Chris Hinson - SMIS Manager. Period of Agreement This agreement runs from 1 April until 31 March on an annual basis and is an on-going agreement unless notification of termination is received (please see below). Notice of Termination Notice of Termination must be received before 30 th November in any given year if support is not required from the following 1 st April. SLA Charge per School/Academy Our charge for the SLA for 1 April 2013 and till 31 March 2014 are: Baseline Charge of per pupil (based on January 2013 Census Figures). Current additional charges that may be applicable : an additional for a split site school SLG Hosting o per primary school o per secondary school School Fund Manager (Where an SLA for SIMS.net is not taken), currently Payment is made annually in April and an invoice will be issued accordingly. Payment is to be made within 14 days of the invoice date. Please contact Janet Smith for further details.

3 Objective of the Service To assist Schools and Academies in the effective use of MIS by providing a reliable, practical, and high quality MIS support service. This SLA is designed to accommodate any changes made to statutory requirements and in using SIMS to help support a School's priorities which may include: o To improve standards of literacy and numeracy o To raise standards of underachieving pupils and groups o To track pupil progress o To raise standards for pupils with SEN and gifted/talented pupils o To support self evaluation (e.g. SEF Forms, target setting, performance monitoring) o To use ICT to support teaching and learning o To improve pupil attendance and behaviour o To reward attainment and achievement o To disseminate good practice o To analyse and utilise their Data to its full potential

4 Service Specifications The Service provided by SMIS comprises of: Telephone Support First point of contact will be the SMIS HelpDesk: Telephone Number: Fax Number: address: All calls will then either be transferred to the appropriate, experienced member of staff if available immediately, or, logged and responded to within a maximum 3 working days. Highest priority (response within 4 hours where possible) will be given to : Complete MIS failure Problems that will result in the school receiving Financial Penalties i.e Late Exam Entries Security Breaches Please ensure when logging the call you alert the helpdesk to its severity. (Please note: Approximately 90% of all calls are responded to within the same working day, 75% within 4 hours or less). Hours of Business Term Time 8.30am till 5.00pm 8.30am till 4.30pm Monday to Thursday Friday Non-Term Time (Support during school holidays will operate at a slightly reduced level). 8.30am till 4.00pm Monday to Thursday 8.30am till 3.30pm Friday {Please note: Where school holiday dates differ between Local Authorities - Normal Services will operate.

5 Service Specifications Telephone Support (continued) An answer machine service will operate outside the above hours and, very occasionally, during operating hours due to a high level of incoming calls. The office will be closed on all Bank Holidays, and in addition, the period between Christmas and New Year. Precise details of Christmas Closure will be published on our Website by December 1st. A contact number will be made available on our website for emergencies that may occur on the non-bank Holiday days during this period. Non-Scheduled Office Closure/Unavailability of Switchboard If for reasons beyond our control (e.g. Failure of electricity supply/adverse weather conditions) our office is closed or our switchboard is unavailable we will provide an emergency contact number. This will be available on our Website and will also be notified to schools during the first week of April of each year. Support For non urgent support, or during a disruption to the electricity supply/telephones, contact can be made directly to members of the SMIS Team either via the mail system on the SMIS Website or individually with the following addresses : chris.hinson@smis.org.uk julie.duffell@smis.org.uk mark.golder@smis.org.uk sharon.lewis@smis.org.uk janet.smith@smis.org.uk daniel.belcher@smis.org.uk jackie.lherroux@smis.org.uk matt.griffin@smis.org.uk carole.greensill@smis.org.uk chris.robberds@smis.org.uk marc.wilson@smis.org.uk

6 Training Training is provided by SMIS in a variety of guises: SMIS Based Training Courses - details of all courses are on the SMIS Website On-Site Training for groups of Staff (subject to a minimum of 6 participants) 1 to 1 Training on site (1 hour sessions on specific areas) Training of new Staff Please note: 1 to 1 Training is not an alternative to attendance on Training Courses, it should only be requested to supplement or enhance knowledge gained on the specific training courses that are scheduled. SMIS Based Training Courses take place at our offices at : A Block Training and Devlopment Centre Oldbury West Midlands B69 4PJ Cancellation of Course Places If it is necessary to cancel a booking for a SMIS Course we request a minimum of 48 hours notice. There are a limited number of places on each course, so advance notice of cancellations allow others the chance to book. Although it is not normal policy to charge for late cancellations or no shows we reserve the right to charge our standard, non-supported school rate for bookings if we deem necessary. (This is currently per half day, and per full day course).

7 Support Remote Access Remote Access is used by SMIS to access individual school's live data. This is used in order to give a swift efficient response to issues raised. This is a valuable tool which often removes the necessity to wait for a site visit. SMIS will use Rote access for: Applying Data fixes Investigating upgrade issues Report writing Problem solving/diagnosing of faults Performing routine housekeeping Please see the SMIS Remote Access to Schools document for further information. On-Site Visits On-Site visits are provided by SMIS for a variety of reasons. They can be instigated at the request of either SMIS or individuals at the school. These are directly arranged with the member(s) of staff involved. Support for Statutory Requirements We will provide the support necessary in order to assist you in the fulfillment of the statutory requirements of the DfE and the transfer of the data either to the Local Authority, the DfE, or other schools.

8 Support Support for additional MIS Software The list of additionally supported software as from 1 st April 2013 is: School Fund Manager 7, School Fund Manager 8, Webxchange, Emerge, MS Office (when used in conjunction with SIMS.net). We will, however, always endeavor to assist with any additional software which is not covered within this SLA where possible Technical Support Provision of : Specialist, experienced staff who may access your system remotely, or visit the School in person to resolve technical problems with your MIS software. Advice on any requirements for new or replacement hardware/software based on up to date information from Capita. Help with SOLUS 2/SOLUS 3 to enable regular upgrades/fixes/patches to be applied to your SIMS system. Please note: In extreme circumstances Capita may charge to repair your data. We undertake to notify the School/Academy of the cost and gain permission from the School/Academy before authorising Capita to undertake the data repair. We reserve the right to pass on this charge directly to the School/Academy.

9 Our expectations We expect our customers to: Use workstations/servers of a recommended specification when running software covered within this SLA. Install Microsoft Office 2007 or later (2003 is no long supported by Microsoft, Capita or SMIS) on the school administration server, or alternatively provide a dedicated remote access workstation with MS Office installed, that is always available to the SMIS team can access in order to resolve problems/queries remotely. Make best endeavors to enable remote access for SMIS to your server with sufficient access rights to access any SIMS module. Ensure a suitable backup regime for ALL required data is in place and regularly checked. Ensure you are aware of what must be backed up in order to ensure that a full working copy of SIMS can be restored. Please note : Backups are the responsibility of the school and not SMIS. Apply all patches and upgrades to your SIMS MIS system to ensure it is kept at the most recent version. Report problems promptly and accurately, giving as much detail as possible, to assist SMIS in providing as full a diagnosis and response as possible. Access on a daily basis to ensure you are aware of all news items as they are posted.