The following servicesare available via the ICT trading account :

Transcription

1 The s Offered Managed s Licences The following servicesare available via the ICT trading account : Admin Support including SIMS Support Curriculum Support Apple Mac Support Apple Mac Support + Curriculum ICT Training The following managed servicesare available (additional chargeswill be applied) : Online Backup Management (Gridstore) Onsite NAS Backup Management Remote Access Management (RAv3) The following licencesare purchased and then recharged to the schools: SIMS licence 1. SimsLicence 2. Complete Admin and Curriculum Support 2.1. SimsBase System 1. SIMS Licence Charge SIMS annual charge which entitles schools to use any core module within the SIMS Schools Suite, including all upgrades 2. Complete Admin and Curriculum support This package includes: SIMS Base System (see below) Admin system support (see page 2) Curriculum system support (see page 3) Procurement advice (see page 3) Remote management (see page 4) Broadband advice and support (see page 4) SimsBase system Installation of software and upgrades of base SIMS modules Technical support in SIMS.net, System Manager, FMS, Personnel, Attendance, and all other base SIMS modules 1 1

2 2.2 Support for Admin ICT General Advice and Support General advice and support in administrative ICT matters Support in Council designed systems to facilitate the exchange of financial and other data between the school and the Children s s Department (other than communications software) Advice on dealing with directives from the Children s s Department about the use of ICT Advice on system and network administration (where networks have been installed on the advice of ICT Support) Advice and action on dealing with computer viruses (where the software has been installed by or with the agreement of ICT Support) Site visits to deal with problems where necessary Access to a Disaster Recovery Comprehensive Data Protection Advice Full support in Windows XP and Windows 7 Full support for network printing facilities Network cabling diagnostics (this excludes any costs of repairs or replacements) Support in the use of approved backup software Advice on the provision of internet facilities including LGFL services e.g. firewall Support for hubs, routers, switches and other networking equipment (hardware chargeable) Support for all Microsoft Office software products (excluding training) Please note that cost of hardware, software and installation is not included Support is limited to equipment/systems installed by or with the prior approval of ICT Support 2 2

3 2.3 Support for Curriculum ICT 2.4 Apple Mac Support for Curriculum ICT 2.5 Apple Mac Support + for Curriculum 2.6 Procurement Advice General Advice and Support Advice on issues relating to system & network administration Advice and support dealing with computer viruses Site visits to deal with problems where necessary Advice on data protection issues relating to curriculum computing Full support of Windows XP and Windows 7 Full support for network printing facilities Network cabling diagnostics (this excludes any costs of repairs or replacements) Support in the use of approved backup software Advice on the provision of internet facilities including LGFL services e.g. firewall Support for hubs, routers, switches and other networking equipment (hardware chargeable) Support for all Microsoft Office software products (excluding training) General Advice and Support Advice on issues relating to system administration Site visits to deal with problems where necessary Full support of Mac OS X Full support for network printing facilities Network cabling diagnostics (this excludes any costs of repairs or replacements) Support in the use of approved backup software Advice on the provision of internet facilities including LGFL services e.g. firewall Support for all Mac software products (excluding training) General Advice and Support Full support of Mac OS X as above including: ipad support Application support Windows migration Connecting other devices Procurement Consultation and Advice The team will provide schools with: Advice on procurement of ICT equipment Advice on networking, routers, caching and switches Advice on curriculum software Advice on interactive whiteboards and projectors 3 3

4 2.7 Remote Management 2.8 Broadband Remote Management The team can manage the school s servers and PCs remotely where technically possible. This enables a number of tasks to be completed that would otherwise require a site visit. Tasks that can be undertaken include: Management of users (add/delete) Diagnosis and resolution of common faults Virus updates SIMS updates Broadband Provision The team will act as broker for the delivery of an Internet service using the London Grid for Learning broadband network. Advice on LGfL services such as URL filtering, hosting and website hosting Liaison with Atomwide and representation of borough s schools at regular LGfL sector meetings Administration of LGfL broadband payments Support with setting-up of LGfL Exchange web-based accounts for pupils and staff Advice and support on optional LGfL services such as Gridstore - Online Backup, Remote Access (RAv3), USO Autoupdate, USO-Autotext 4 4

5 3. Curriculum ICT Training 4. RAv3: Remote Acce s 3. Training and advice on curriculum ICT see Wandsworth City Learning Centre SLA information 4. Remote Acce sto schoolsnetwork Remote access is fast becoming a necessity and will soon be a basic requirement for teachers and schools staff. We are now providing a service which: 5. Gridstore: Online Backup Provides teachers and pupils with secure remote access to the schools networks and resources via the LGfL RAv3 system Enables schools support staff to remotely access the schools Network and connects to school via a secure internet connection from any browser, this is a useful facility should schools need to close 5. Online backups With over 80% of all schools data held on computer systems the need to backup critical files has never been greater. ICT Support are now offering a completely automated backup solution which includes managing your backups for you. The online data backup removes the every day pain from backing up your data, offers a higher offsite security that provides you with a disaster recovery solution and is cheaper, faster, easier and more reliable than using tapes. All backups are encrypted on the LGfL servers and your data can only be read using a password created by ICT Support. Please contact ICT support to discuss your requirements before a quote is given. 5 5

6 Level Description 1. Intent The intent is to provide schools with a single point of contact for support and advice relating to all aspects of ICT in schools. The team will endeavour to support schools in utilising ICT to its maximum effect resulting in enhanced teaching and learning opportunities for all pupils and teachers in our schools. We also support the use of ICT to support workforce remodelling, as well as effective use of ICT in school administration. 2. ICT Technical Support: Help Desk Each school will be entitled to a Help Desk service where queries are logged, answered or progressed. An ICT Support team member will staff this each day. The contact number is staffed from 8.30am-5.00pm Monday to Friday, excluding bank holidays and core holiday periods. Calls can be logged via the helpdesk telephone or voice mail on or ed to: editsupport@wandsworth.gov.uk All callsare prioritised according to need Priority 1: This level of technical problem has a profound effect on the whole school and requires immediate action. It is referred to the available ICT Schools Support Officer. Adiagnostic assessment will be made over the telephone and where necessary a site visit made. An emergency could include: Administration or curriculum server failure Virus attack on the networks Internet or service not functioning Target: Priority 1 calls will be responded to within one working day and resolved or followed-up so they are quickly resolved. NB: Hardware failure will be subject to Third Party support or warranty arrangements. There are also incidents, such as a virus attack, Broadband problems or SIMS problems, where the team is dependent on external suppliers. In these cases problems are resolved as quickly as possible and on a best endeavours basis. As the team knows the schools well, and we recognise that a lower level problem can be crucial for a school at particular times, for example just prior to an Ofsted Inspection, or at Schools Census time, professional judgement will be applied on classifying a call as Priority 1. Data recovery will be attempted on corrupt/lost data using school backups. 6 6

7 Level Description Priority 2: These are the general day-to-day problems that need to be resolved as quickly as possible but are not a priority 1 problem. They could include problems with accessing standard office software, problems with critical printers. In some circumstances a priority 2 problem, may be upgraded to a priority 1 problem. Priority 2 support can only be provided on supported equipment. Target: Priority 2 calls will be responded to within 3 working days and followed-up so they are quickly resolved. Priority 3: These are problems of a more minor nature on the network, such as a printer that needs to be reassigned. Target: Priority 3 calls will be responded to within 5 working days and followed-up so they are quickly resolved. Priority 4: These are requests for support that do not impact on the day-to- day needs of the network, that can be programmed in advance such as consultation for a procurement exercise. These will be processed within 10 working days and programmed in at a convenient agreed time with the school 3. ICT Support Team responsibilities Provide schools with good quality support and advice through provision of a well trained, informed and professional team Work to meet resolution performance targets as laid down in the SLA Inform school where an officer is ill and unable to attend the site by 10am on the named day. 7 7

8 Level Description 5. Client Responsibilities To enable ICT Support to provide the services in accordance with the standards of service, the School shall: Log all requests for technical support with the Help Desk Ensure that the person making the call has sufficient information to enable the Schools Support Officer to make a diagnostic judgement, and has allocated sufficient time so that the SSO can take them through basic diagnostic checks. Site visits can only happen once these have been undertaken. Ensure that appointments made for staff to attend on site are honoured and staff are given any documents, software etc., as requested; advising the ICT team in a timely manner (usually at least a half day s notice) when appointments need to be changed. Ensure appropriate warranties or hardware maintenance is available for servers and critical equipment. Check that virus protection is working. Maintain an inventory of hardware and software licences updated at least annually. Ensure ICT coordinators give the curriculum consultant their address and that key staff use their regularly so that LA-to-school communication is effectively maintained. Ensure staff are aware of the Info for Schools Extranet and LGfL web site so they can access LAadvice. Take heed of LAguidance, where relevant, on hardware and software acquisitions. Comply with requests made by 3 rd party contractors as deemed reasonable by the team. 8 8

9 Level Description 6. Delivering the The service will be delivered by the ICT Support Team based at the Town Hall, Wandsworth High Street, London SW18 2PU. Gary Hipple: Head of ICT & Admin s Daren Marsh: Schools ICT Support Manager Trevor Hatley: ICT Operations Manager Aftab Sohail Ahmad : Schools ICT Support Officer David Ashworth : Schools ICT Support Officer Debbie Emmons: Schools ICT Support Officer Gavin Clark: Schools ICT Support Officer Shalu Gujral : Schools ICT Support Officer Gary Zipman: Schools ICT Support Officer John Gray : Schools ICT 1st Line Support 7. Resolving Disagreements Any concerns about the quality of the should be made in the first instance to: Daren Marsh: Schools ICT Support Manager Telephone , dmarsh@wandsworth.gov.uk Any clients who consider that they have not had an adequate response from the Schools ICT Support Manager may appeal to: Gary Hipple: Head of ICT & Admin s Telephone , ghipple@wandsworth.gov.uk Any concerns or complaints about the treatment of ICT Support staff by school staff or pupils will firstly to made to the Head teacher of the school. If mutual confidence in the continuation of the service level agreement cannot be restored, either party may terminate it by giving three months notice. 9 9

10 Level Agreement the small print 1. All charges quoted are for a full year unless otherwise stated. 2. Schools should be aware that once the ICT Trading Account has been purchased, the school agrees that CS IT Support will be the sole support agency for the schools ICT. If any 3rd party is to be used by the school, CS IT Support must be contacted to discuss specific guidelines and working arrangements for both parties, to prevent problems. 3. Schools should note that it is not always possible to solve all problems following visits. There may be bugs in the software being used that can only be cured by the supplier or there may be hardware faults. Schools will always be left with details of the next stage in the process and subsequent progress. 4. Support in software does not include buying original software or upgrades unless otherwise stated. Schools must demonstrate they have a legitimate licence for any software they require to be installed. 5. Support does not include operation of the systems or data values contained in them. However, for admin systems advice is usually available from the appropriate service section (e.g. Financial Management for FMS, EWOs for Attendance etc) 6. Support is restricted to software running on machines installed by, or with the approval of, ICT Support (this also applies to printers). Schools are responsible for ensuring ICT Support and hardware engineers have safe, straightforward unimpeded access to equipment in the event it has to be dismantled. 7. In order to provide support it may be necessary for ICT Support to have access to confidential data, which may occasionally have to be removed for further analysis. All data will be treated in the strictest confidence and the terms of The Data Protection Act will be strictly adhered to. Schools should ensure that their Data Protection Notifications allow for disclosure of data to hardware and software support agencies. If schools do not provide access to data it may not always be possible to solve problems. 8. All software must be installed and run strictly in accordance with the supplier's instructions. Any fault developing on a PC or the network caused by failure to follow such instructions will be investigated by ICT Support but may be rechargeable. 9. Where equipment has not been installed by ICT Support (or with their approval), a pre-inspection may be carried out with ICT Support requiring certain works to be undertaken before it is accepted for support under this contract. Schools will be responsible for the costs of such works. Pre- inspections are not chargeable. 10.As with all contracts of this nature if any faults are due to misuse by pupils (or teachers!), support may be chargeable. 11.Where additional charges are due an invoice will be presented to the school. These invoices must be paid within 30 days or further chargeable work will be delayed pending settlement of the account 12.Where annual charges are due, such as the LGfL annual charge, an invoice will be presented to the school which must be paid within 30 days or the service may be terminated until full payment is received