Alan O Coy Service Manager (Customer Coordinator) [email protected]

Transcription

1 Somerset Services to Education Providers SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Alan O Coy Service Manager (Customer Coordinator) [email protected] Service Description: For technical faults, please contact our Service Desk [email protected] Introduction Support Services o Infrastructure Support Service with On-site server o Infrastructure Support Service with SomerCloud Server Hosting o Scheduled Engineer Visits o User Device Support (Business Critical Admin) o School Remote Access Facility o Online Backup Service o Anti-Virus Protection Development Services o Strategy Planning Support o Project Management o Installation Services o School based ICT Training for Staff Service Applicability and Availability Useful Links Ordering for How to Order the Service Introduction Welcome to Southwest One Technology Services and our chargeable services for Academy schools. The services offered for the school year reflect our commitment to offer effective and sustainable levels of support that are fit for purpose, reliable, and deliver sound value for money. Service packages are designed to be easy to understand, select and purchase to match individual School requirements and budgets. The services are presented as compatible modules of standard components, providing basic levels of cover, and optional extras to create an enhanced level of service provision. 1

2 Our Staff Our visiting engineers are specifically recruited for both their technical and customer-facing skills and they will deliver a high quality service using standardised deliverables. We encourage academies and our engineers to develop strong working relationships. A notable strength of our service, however, is that where an engineer becomes unavailable for any reason, we will strive to provide cover in place. Support Services The following support services are designed to integrate to provide both effective preventative cover to maintain a healthy school ICT environment and to support you should things go wrong. Infrastructure Support with On-site Server This service will maintain and, in the case of failure, restore your business critical server asset to working order. This includes hardware and operating system faults. This service will be delivered remotely and, if required, will include engineer call out to site. Response will be in line with SSTEP published guidelines (please refer to Service Desk details). Service Desk. TS (Technology Services) will apply relevant updates to the operating system in line with manufacturer s recommendations. Health check reports can be made available on request. Notes: Hardware must be covered by an in-date warranty purchased by the academy. TS may withdraw hardware support if the device is out of warranty and spares are unobtainable. Replacement of faulty hardware beyond economic repair is not included. Academies are responsible for the effective provision of a current backup. Version upgrades of chargeable software. Infrastructure Support with SomerCloud Server Hosting This service will monitor, maintain and, in the case of failure, restore your business critical server asset to working order. The SomerCloud server is hosted on a virtual (VM) device that will be replicated on an alternate device in the event of a hardware failure. The service includes hardware and operating system faults. Response will be in line with SSTEP published guidelines (please refer to Service Desk details). Service Desk. TS will apply relevant updates to the operating system in line with manufacturer s recommendations. Storage capacity is provided on set-up and can be increased, as required, at extra cost. Data is automatically backed up and replicated. File recovery is available on request via Service Desk. 2

3 Version upgrades of chargeable software. Scheduled Engineer Visits Regular scheduled visits from an engineer are provided to carry out preventative maintenance activities and other work requests from your Headteacher, ICT coordinator or other appropriate person. Work requests should be written down in the workbook provided both for clarity and to support engineer performance management objectives. Engineers will check with the Service Desk on arrival to identify if there are any logged calls outstanding that may demand priority attention, and these will be explained to the academy representative. Engineers will be tasked with a standard set of tasks to be carried out to maintain operational integrity of your operating environment, including curriculum devices. They will provide brief reports on the work carried out and provide advice on any areas of concern. Visit duration is normally 3 hours in the morning or afternoon. Frequency of visits can vary but the value of regular monitoring and preventative activity cannot be over-emphasised, as they deliver significant benefits over the long term. Weekly or fortnightly visit schedules are recommended. Emergency callout. User Device Support (Business Critical Admin) This is a specific service provision for Business Critical Admin staff to provide hardware (warranty cover required) and operating system software cover for key devices. The number of devices is capped (FIVE) and subject to evaluation before acceptance. Once agreed, the devices will be recorded in the academy workbook supplied. Users who purchase this service will not need to declare asset information when placing a call request as service subscription is sufficient. Service Desk. Remote Support. Engineer callout. Hardware (warranty cover required) and Software (current licence entitlement required). Callout for devices not qualified within this provision will be chargeable. School Remote Access Facility This service provides for designated staff to access SIMS and other schools-based applications from any location using your assigned academy device. Engineer callout to non-school locations. Diagnostic support for domestic network-related issues. 3

4 Online Backup Service This service reduces the need for school 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 school server systems and data, with a range of recovery methods from individual file to full server restoration. Service Desk. Engineer callout. Warranty and Hardware Repair. Please note: This service is ordered through the Southwest One Service Desk. Tel: [email protected] Anti-Virus Protection The provision of corporate Anti-Virus protection ceases by August TS will supply the same 4-Level security protection which fully meets all applicable Government standards. Acceptance criteria may apply. Please note: This service is ordered through the Southwest One Service Desk. Tel: [email protected] Development Services The following chargeable services are offered to provide academies with practical help and support to assist them achieve their planned ICT development objectives. Strategy Planning Support This service is designed to provide academies with ICT planning advice and/or practical support to help achieve the goals outlined in their own Strategic Plans. Such advice is vendor independent and will help academies make informed decisions about equipment and software selection, technical supplier trends and even comparison of different potential solutions, whole life costs and so on. long engagements, or multiples thereof. Project Management This service is designed to provide academies with specific ICT-related expertise to convert their ICT plans into effective outcomes for a complete project or a specific sub-set of activity. This might include just equipment selection and procurement support, or follow through all the way to installation. Your requirements will be translated into a firm quote and a statement of work provided to ensure that all parties clearly understand what is in scope. long engagements, or multiples thereof. 4

5 Installation Services This facility is designed to enable academies to arrange supplementary capacity and capability to complete planned ICT related work. This might include hardware and/or software installation and is a flexible way of acquiring additional effort for those jobs that are too large to be handled by scheduled SSTEP services. long engagements, or multiples thereof. School based ICT Staff Training (non-accredited) This service is offered on a trial basis and is specifically targeted at academies that wish to enhance their understanding and use of their own academy ICT environment. Content would be agreed in conjunction with the local ICT Coordinator to identify and address problem areas and may suit inset day study programmes. long engagements, or multiples thereof, and will include planning and preparation time and effort. Service Component(s) The service offerings listed above may include the following standard component(s): 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 ([email protected]). Requests for file recovery from local backups are processed by the Service Desk. The Service Desk is open between 8.00 am 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 the Somerset Learning Platform. 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 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 a call-out visit will be arranged. If you do not have the appropriate cover then you have the option of a chargeable visit. 5

6 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 academy to postpone work on a fault until an academy 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 academy 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 the Service Manager, Alan O Coy ( (Customer Coordinator), [email protected]). We will be happy to look into them. 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 Alan O Coy ( (Customer Coordinator), [email protected]) for further details of how to order them. 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 SSE 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 Alan O Coy ( (Customer Coordinator), [email protected]) for further details of how to order them. 6

7 If your Academy is new to our service or plans to significantly change its ICT usage, equipment, staffing, support arrangements etc for , please contact Alan O Coy 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 Scheduled Engineer Visits User Device Support (Business Critical Admin) School Remote Access Facility Online Backup Service Anti-Virus Protection (Please apply via the Southwest One Technology Services Request for Service (RFS) route for any of the Development Services described above.) (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.) 7