1/04/2015 Secondary School ICT Service Specification by: 1 Andrea Warburton ONE IT SERVICES AND SOLUTIONS
SERVICE SPECIFICATION One IT Services and Solutions offer a one stop shop ICT support service, they listen to school requirements and adapt and change where necessary. The aim of the service is to provide advice, support and guidance to Headteachers for the development and support of ICT based provision within schools. The service has been designed to support your school with essential, proactive and flexible ICT support. The ICT services offered in this SLA are to support the core business of teaching, learning and administration. If there is an ICT service that you require that isn t listed in this document please contact us to discuss. CONTACT OFFICER Andrea Warburton TELEPHONE 01642 635570 EMAIL andrea.warburton@oneitss.org.uk SERVICE OVERVIEW To provide ICT support to schools in respect of hardware, software, networks, management information systems and web services. The core purpose being to assist the delivery of the schools ICT strategy by ensuring the development and delivery of quality ICT services. These services are delivered by in house teams and through contracts with strategic partners. The key offerings are: Advice, support and guidance to headteachers for the development and support of ICT. With a wide range of experience and expertise across the team schools have the potential to access a diverse set of tailored opportunities. This includes regular pre-arranged support visits as well as help desk support. Advice support and guidance in the use of MIS systems including associated add on s eg school dinner money, communication systems and VLE integration. MIS system training. Advice on and the purchasing of hardware and software with a view to best value. Design, configuration, installation and support of whole school networks incorporating where appropriate server virtualisation. Advice and guidance on wireless device implementation tailored to the school environment. Help and support with Microsoft Office systems. Web site hosting, design and development. Apple mac support including integration with Windows networks. Advice and guidance in the use of cloud computing Management and support of schools anti virus systems. A central backup solution so all data is backed up off site and disaster recovery plans are met. Management and control of a central schools data centre. A secure remote access solution for school staff to access applications and files securely from home. Disposal and recycling service for hardware. esecurity to ensure that the systems in place are secure. A secure broadband line with advice around filtering COMMENCEMENT AND DURATION This service level agreement will commence on 1 st April 2015. The service level agreement will remain in force until either party gives 3 months notice to terminate this contract. 2
The areas of support available are split into four main areas: Broadband Support Admin Support Curriculum Support Management Information System Support - SIMS Details of the support offered for each area are detailed below: BROADBAND PROVISION One IT Services and Solution will provide a broadband connection which will be part of a wider MPLS network which will allow the school to access various centrally hosted services. Having central services allows for economies of scale providing best value for schools. If schools choose to purchase a broadband line from a different supplier then there may be an extra charge for installing a VPN to provide the same central functionality. Please note when ordering a broadband line we are unable to get an exact cost for installation, if work is required to be undertaken by the broadband supplier then excess charges may be received but we will be informed of these before the installation takes place. ADMIN SYSTEMS SUPPORT Email We will provide an email system for staff and students that is accessible from home and external locations with a large mailbox and shared school calendar. The email solution will be Office 365. The email solution will be accessible from an Apple Mac as well as a Windows computer. We will provide advice and guidance to your Network Manager on the continued support of this solution. We can provide training and Instructions for accessing Web Outlook or Microsoft Outlook if required. Mobile Phones A list of mobile phones will be supplied including Apple iphones and Windows mobile devices that can be used with the email solution provided. Advice and assistance will be provided on ordering these phones and setting them up for the end user. Finance Systems We will install appropriate software onto identified school workstations to enable access to your finance system. We will provide first line support for any technical issues in connection with your finance system and we will liaise where necessary with your third party support provider who hosts the solution. Internet Filtering We will provide advice to your Network Manager on filtering solutions filtering should be based upon the current national /regional guidelines for schools. Laptop Encryption Solutions are provided to encrypt data on hardware including Windows laptops, netbooks, and tablets. Apple macbooks and usb devices such as memory sticks and external hard drives. This is so if items are lost or stolen the data cannot be accessed. We will provide advice on the use of this software. Central Backup We will provide a central off site backup solution for all data held on the schools servers. The backup will be monitored and checked on a weekly basis. If schools choose this solution it will satisfy disaster recovery requirements. 3
Virus Protection Software Virus protection software will be procured on behalf of the school. The virus protection software will be set up on all servers pc s and laptops to update automatically when a virus update is released. Software will be provided for both Windows and Apple computers. Advice and guidance Advice will be provided on everything to do with ICT which includes networks (cabled and wireless), hardware and software. Advice will be provided for long and short term planning including systems implementation and guidance on a rolling programme for replacing hardware and software. Advice and guidance will be given in the use of cloud computing and cloud storage of documents. Advice and guidance on ICT equipment purchasing including leasing, best value and different payment options. Help Desk A telephone helpdesk service will be provided between 8.00 am and 5.00 pm Mondays to Thursdays and between 8.00 am and 4.30 pm on Fridays. Attempts will be made to resolve calls immediately over the phone using remote support software. A web help desk system will be provided so schools can log in and raise their own calls. Calls can also be logged via email to helpdesk@oneitss.org.uk All calls for support will be logged in an electronic format to include caller details, nature of problem, solution given and support officer involved. A satisfaction survey will be carried out to make sure school are happy with the service. Procurement Advice will be provided on all hardware and software purchasing. Pricing will be obtained from various suppliers for a variety of equipment that will work on the school network, this will be undertaken with a view to best value. We will purchase new devices that are introduced to the market with a view to loaning them to schools so they can try new equipment before they buy to make sure it is fit for purpose in their school. We will assist with obtaining quotations for teacher display including whiteboard, projectors, touch screens, LCD TV, Plasma TV and Interactive Projectors. Broadband Support We will be the first point of contact for any problems with the broadband connection to the Local Authority, National Schools Network and the Internet. If any problem cannot be solved locally we will liaise with the suppliers to ensure connectivity is restored in the minimum time. When the schools current broadband contract expires we will contact suppliers and obtain pricing with a view to best value. Ofsted Any faults that arise during an OFSTED inspection will be dealt with within the hour. An additional pre Ofsted visit will be arranged prior to the Ofsted taking place to ensure that systems are working. Proactive Service Time will be spent researching new technology. We will continuously look at providing improvements to the service and speak to schools about what we can do better. 4
CURRICULUM SUPPORT Networks Assistance will be provided to your Network Manager where necessary for the management of your schools network infrastructure. This includes both cabled and wireless networks. Servers We will provide a server solution that follows Microsoft best practice. We will provide support for the central servers located in the data centre where One IT Services and Solutions are based. We will monitor data storage usage and inform schools when they are getting low on space. We will provide a pro-active service by monitoring components within the server and fixing issues before the school notice. We will ensure the central servers are kept up to date with the latest software as soon as possible We will update the servers so the latest devices and operating system can be used in schools. Electronic File Storage We will provide individual file storage space for staff and students. We will provide shared file storage space for staff and students. We will provide a file storage space for admin staff. Visit Support will be based on an amount of time and this can be provided via phone, email or on site. Various options are available such as: Half a day a month or 29 hours Half a day a fortnight or 58 hours Half a day a week or 117 hours An additional visit will be made prior to an Ofsted inspection at no extra cost to ensure the system is working at full capacity. We will endeavour to provide support for your Network Manager if she/he is absent for any reason. ADDITIONAL ADD-ONS Apple Mac Support Support is provided to your Network Manager on the management of Apple networks and integrating them with your Windows network. Advice will be provided on deployment and build images. Advice, support and guidance will be provided on the use of ipads on the school s network. Management Software We will provide software which allows us to remotely access admin computers in school. If the school wishes to purchase this software for the whole network we will work with them to get the possible price from the supplier. We provide advice and assistance in the use of Meraki MDM solution for the management of ipad's and ios devices e.g. iphone, ipod Remote Access If the school is part of the central network we will provide a solution for staff to allow secure remote access into the school network from home or any other remote location. We will provide access to an individual s my documents area and the school shared area and also to the schools management information system. Access will be via software which will incur a small cost and will be two factor authentication to satisfy security requirements. Microsoft Licencing We will provide advice on the best value for money Microsoft licencing solution for schools. 5
We will procure this solution on behalf of schools. We will provide advice on server licencing and procure this solution on behalf of schools. MANAGEMENT INFORMATION SYSTEM SUPPORT Level 1 General Support Personalised technical and user support of all Management Information System modules. Telephone advice and on-site support when required. Any Management Information System faults or user problems that arise during an OFSTED inspection will be dealt with within the hour. We will give ad hoc assistance with creating reports, developing the use of new modules and processing Management Information System year end. We will provide written instructions for standard tasks and procedures. We will provide a data entry service (if time permits) at an hourly rate for entering data. We will provide support with associated add on s to your Management Information System eg school dinner money, communication systems and VLE integration. All Management Information System data will be backed up in line with school backup procedures in conjunction with the school Network Manager. An off-site backup solution is available to schools on the One IT central network. Advice Advice on the use of all Management Information System modules. Advice on the purchase of add-ons for SIMS. Consultancy on School Improvement using SIMS. Upgrades Upgrades to the SIMS system will be provided as and when issued by Capita Education Services if deemed necessary by the One IT support team (schools may be asked to actually perform the upgrade). Upgrades will only be done if deemed necessary due to the disruption to the school. High Quality Support We will ensure that at least two support officers have attended SIMS courses on the various modules available. The support officers will also attend any update training as and when appropriate. Training We will arrange a comprehensive program of Management Information system software training according to demand. We will provide on-site training at an agreed hourly rate. Level 2 Includes all of the above, with the following additions: We will perform all the necessary software upgrades. We will perform all necessary SIMS year end procedures. Level 3 Includes all of the above, with the following additions: We will help maintain assessment data, this service will include assistance with setting up aspects, marksheets and reports. This service includes one to one support in the continued use of Assessment Manager. We will provide 4 hours worth of data entry into any SIMS module including Assessment Manager and Attendance data. 6
You can attend two days worth of our in house SIMS training free of charge and you are also entitled to 2 hours on-site training. We will provide support with all SIMS modules used including Nova T, Cover and Options. COST AND PAYMENT Please contact One IT so we can provide you with pricing for the different services we offer. Signed.. Date. Headteacher/Principal (for and on behalf of the School/Academy) Signed Date.. Authorised Officer (for and on behalf of the Service Provider) 7
Help Desk Services Levels are as follows: First level provide a help desk between 8.00 a.m. and 5.00 p.m. Mondays to Thursdays and between 8.00 a.m. and 4.30 p.m. on Fridays. Attempts will be made to resolve the call by telephone using remote support software. Second Level should the problem not be solved by telephone using remote support software, a support officer will visit. Third Level should the problem not be solved at an initial visit, a support officer will inform the school within 24hours when they will return. Fourth Level if a problem persists, the support officer will consult with the manufacturer, an external consultant or Capita Education Services and follow their guidance. Any major technical problems with the server which affects the whole system will be responded to within 24 hours. All calls will be responded to within 48 hours. Any faults that arise during an OFSTED inspection will be dealt with within the hour. All calls for support will be logged in an electronic format to include caller details, nature of the problem, solution give, response times time taken and support officer involved. A satisfaction survey will be carried out every year. ROLE OF THE SCHOOL Support Be prepared to follow telephone instructions to attempt to resolve the problem. Be prepared to have remote access software installed on all supported machines to enable support staff to connect to machines remotely to resolve the problem. Provide a detailed description of the fault to include the identity and whereabouts of the computer and any error messages. Report any faults directly to One IT Services and Solutions and not a third party. Faults can be logged by telephone, fax, email or directly into the One IT help desk system. Internet Access Refer any breakdown of internet access to One IT Services and Solutions; this will either be referred to the Service Provider or will trigger a visit from a support officer within 1 working day. Establishment Name: Address: Secondary School Name Contact Officer: Designation: Telephone/Fax: TO GET SUPPORT Phone the helpdesk on: 01642 635570 Email: helpdesk@oneitss.org.uk Log at call at: https://helpdesk.oneitss.org.uk 8