Schools’ IT Support Services (SITSS) - shropshirelg.net · The contract schedule is a commitment...

Inspire to Learn

Schools’ IT Support Services (SITSS)

Service Level Agreement

2016/17

Inspire to Learn Inspire to Learn

Introduction from Service Lead Dear Headteacher, Chair of Governors and School Business Manager,

Welcome to the Service Schedule for Schools’ IT Support Services (SITSS), which contains all of the information you will need about our service.

We look forward to working with you.

Karen Davis

ICT Manager

Description of our service

The contract schedule is a commitment from Schools’ IT Support Services (SITSS) to provide

technical support for the use of ICT in subscribing schools. SITSS provides contract

schedules in Technical and Management Information System support:

Category 1. Technical Support

a. Enhanced ICT technical support - a very proactive service providing advice,

instructions and actively resolving IT issues. This service is aimed at ensuring

that schools get the most out of their IT systems.

This includes ½ on-site support day (3 hours) for primary schools during

agreement period.

b. Basic ICT technical support – a service for schools that have their own

technician support arrangements and only require maintenance support for

the services they access through Shropshire Council

Category 2. MIS (SIMS) Application Support

a. Enhanced MIS (SIMS) support- a very proactive service providing advice,

instructions and actively resolving SIMS issues. This service is aimed at

ensuring that schools get the most out of their MIS systems.

This includes ½ on-site support day (3 hours) for primary schools during

agreement period.

This includes 3 on-site support days (18 hours) for secondary schools during

agreement period.

b. Basic MIS (SIMS) support – a service for schools who have SIMS users with

few support and training requirements and only require Basic support.


Schools are strongly advised to choose one option from both categories i.e. 2 Contract

Schedules in total.

Fully Managed ICT Service

Our Fully Managed ICT Service has been developed on the simple premise that it will:

Proactively manage all aspects of ICT

Enable Headteachers’ to focus on running their school

Give staff the confidence to incorporate ICT across the curriculum

Make best use of current and future technologies

Implement an improved ICT vision for each school

This service is a new offer to schools for 2016-17 and will provide our customers with a

comprehensive and cost effective ICT solution. Our service will proactively manage and

develop all aspects of your school’s ICT infrastructure, and will provide you with the

necessary expertise, advice and support to incorporate ICT across the curriculum.

This bespoke service will be quoted for on a school by school basis, and will include:

Enhanced SIMS Support

Enhanced Technical Support

Strategic Vision & Future Planning

Cloud Technology

Remote Issue Resolution & Management

Procurement

Expert Advice & Support

SIMS Licenses

Microsoft Licenses

Impero Classroom Management

Online Backup & Storage

Switch Maintenance

Apple Support

Directory & File Services

Disaster Recovery Planning

Email (Office 365)

We firmly believe that the future of schools ICT lies in fully managed services. That is why

we have developed a product over the last twelve months that we are now ready to offer to

your school. There is no ‘one size fits all’ for our Fully Managed ICT Service, which is why we

will work with you to create a shared vision for your school and to continually develop our

service on your behalf.


Individual responsibilities of our staff

Roles Responsibilities

Service Desk Office first point of contact

IT Officer/Technician second line support

ICT Project Manager new business development

Senior Schools’ ICT Technical Officer

project management, development and escalation

Schools’ ICT Team Leader customer liaison, development and

escalation

Shropshire Council ICT Manager escalation

Our obligations and requirements

What we will do for you:

Ref.

P1 Service Desk

SITSS endeavours to resolve all ICT incidents and requests for support using Basic support in preference to on-site visits. All requests should be reported to the Service Desk by emailing [email protected]

Emails automatically generate a customer incident record in the central ICT Support call logging system and are responded to within published response times. All calls are electronically logged which allows progress monitoring and subsequent analysis.

The Service Desk telephone service (01743 254230) will only be available to Enhanced subscribing schools and for emergencies. Any school subscribing to a Basic support service that phones the Service Desk with an issue that is not classed as an emergency will be asked to raise their query by emailing [email protected]. Use of the 01743 254230 number will be monitored and Basic support schools that continue to log non-emergency incidents by phone will be charged the corresponding Enhanced subscription rate.

Emergency enquiries are defined by the examples below:

Entire/substantial part of ICT system unavailable

Internet down

No email access

mailto:[email protected]

mailto:[email protected]


Ofsted inspection

The cost of the initial contact and advice will always be covered by the Contract Schedule charge. Service Desk personnel will endeavour to help customers with all ICT related queries (depending on individual subscription levels).

Service Desk personnel may wish to resolve the problems using remote support. This allows ICT support staff to take “remote control” of PCs which assists with the speed in which problems are resolved. If it is not possible to resolve the problem immediately, then the priority of the problem will be agreed with the caller and the problem passed to the appropriate specialist(s) or third party.

P2 Remote Support

Bomgar is used to provide remote ICT support to Shropshire schools.

If Bomgar is utilised, the user at the school is asked to invite “on screen” participation before remote access to the PC is possible. A copy of the Remote Support protocol is available in the SITSS service area of the Shropshire Learning Gateway.

With the agreement of individual schools, Bomgar can also be used to provide remote support without user intervention on selected devices.

SITSS reserve the right to refuse to support any hardware or software not procured and configured via the team.

P3 Training

SITSS publishes ICT training courses to help schools use SIMS and Microsoft Office software more effectively. A full list of courses is available on the SITSS service area of the Shropshire Learning Gateway.

Technical training will be procured on behalf of schools on a needs led basis. These technical courses will be chargeable to schools as they will be sourced externally and delivered by a third party provider.

Courses are usually held at The Lantern, Meadow Farm Drive, Shrewsbury but, subject to demand, delegate numbers and subscription level, courses can also be delivered on-site.

Cancellations

All cancellations of course bookings must be made in writing, this may be in the form of an email, fax or letter; a phone call will not be accepted as a means of cancellation. All bookings will remain on the system until written confirmation is received.

Cancellation charges, regardless of subscription level, will be applied using the following guidelines:


No charge for 14 or more working days’ notice

Cancellation charge of £50 will be made with less than 5 working days’ notice

Cancellation charge of £150 if a delegate fails to attend a course for which a place has been booked.

SITSS reserves the right to cancel a course if the minimum number of delegates for a course (6) is not achieved. Where this is necessary, schools will be offered an alternative date.

P4 Procurement

A number of procurement routes, compliant with UK and EU procurement rules for the supply of computer hardware, software and services, are available to schools via the SITSS team.

A recommended equipment list is made available on the Shropshire Learning Gateway.

P5 Shropshire Wide Area Network

The majority of Shropshire schools have a network connection, provided by BT, onto Shropshire’s wide area network (WAN). The cost of the network connection is not part of this Contract Schedule although schools subscribing to the WAN can use the Service Desk to report issues.

Centralised services to schools are provided over the WAN, e.g. content filtering, Sophos anti-virus, access to SAMIS and access to ResourceLink.

Fully managed and bespoke bundles that include WAN for your school will be clearly shown on your schedule.

SITSS cannot guarantee service delivery across any another network or internet service provider.

It should be noted that while every effort is made to provide the Internet Services, the internet feed to schools is provided by a third party supplier i.e. Janet (the Joint Academic Network). SITSS cannot held be responsible for any issues with the Janet feed

P6 Access to additional pay as you go services – see appendix 2


What we require from you…

Ref. Date required (if applicable)

C1 Backup of data

The school must ensure a frequent and verified backup of their data. SITSS provides advice and support on appropriate data backup strategies. A remote online backup service is available from Sapphire for an annual subscription charge.

The school must ensure that backups are complete and up to date. Where a restore from backup is necessary, SITSS cannot be held responsible for failing to restore data where an adequate backup is not available.

C2 Anti-virus software

The school must ensure up to date anti-virus software is available on all computers. If using SITSS recommended anti-virus software, regular updates are provided to schools from a central update server or locally from schools’ own servers.

Anti-virus software, by itself, does not offer sufficient protection. The school should ensure all operating systems are supported and are updated (patched) as required.

C3 Software licences

The school must maintain an up to date inventory of software licences and ensure that adequate licences are available. Schools may be asked to verify in writing that licences are available before the installation of software.

The school is responsible for payment for all software licences and any maintenance renewals.

The school is responsible for maintaining contractual agreements direct with its software suppliers. Please note that Capita require notice in writing by 31 December if a school wants to terminate its SIMS licence for the next financial year.

Hardware must be fit for purpose and compatible with software in use.


C4 Scheduling of ad hoc work

If the school purchases ICT equipment direct from a supplier but requires SITSS to carry out configuration and installation work, the school is required to give SITSS five working days’ notice to scope the project and arrange a mutually convenient date for this work. The school should note that this is not covered by the standard terms of this Contract Schedule, is subject to additional charges and school holidays are likely to be used.

C5 Access

The school should provide for SITSS, in a timely manner and at no extra charge, access to the school’s premises, data and other facilities as reasonably required.

C6 Notice period The school should notify SITSS in writing by 31

December whether they wish to renew, amend or extend the term of the agreement or to confirm that the agreement shall terminate upon the current end date.

C7 Cancellations

As far as reasonably possible, the school must ensure that cancellations for on-site visits or training courses are made in writing. This may be in the form of email or letter. A phone call will not be accepted as a means of cancellation. SITSS reserves the right to cancel an appointment in exceptional circumstances such as extreme weather conditions.

Key Performance Indicators (KPIs)

Ref Description of KPI Target Tolerances

1.0 SERVICE DELIVERY TIME


Service desk response times

1.1 Emergency

Critical applications and

system(s) down or unusable

Site(s) are down or unable

to work

Multiple users are not able

to carry out their normal

work function

Security incidents

0-2 hours

1.2 High

Part of the system is

unusable preventing users

from carrying out their

duties

Single user is not able to

carry out their normal work

function or specific task for

that day

0-4 hours

1.3 Medium

Minor problems that do not

affect the day-to-day use of

the system

Software errors causing

inconvenience but no lack of

function

Test/trainer system faults

General customer

queries/requests for advice

Change requests

Software installs/updates

Hardware setups/installs

Password resets

0-8 hours


1.4 Low

All other types of query

0-16 hours

All requests for visits will be following a support call to the Service desk when first and second line attempts have failed to resolve the issue

Onsite response times

1.5 Priority 1

If affecting teaching and

situation is deemed to be an

emergency

0-2 hours

1.6 Priority 2

Medium priority incidents

Arrival first

thing next

morning

1.7 Priority 3

Low priority incidents

Within 5

working days

Please note that response times are not incident resolution times. The actual resolution will

be determined by the complexity of the requirement. Where there is a problem which

requires input from a third party, the response time will be determined by the vendor. The

Service Desk will monitor progress and ensure that the customer is kept informed of

progress.

For hardware purchased via the SITSS’ procurement service, the Service Desk liaises with 3rd

party suppliers for faults covered under warranty.


Days/times during which Services are to be

available

During term time (and excluding bank holidays), the Service Desk is guaranteed to be staffed as follows:

Monday – Friday 0815 – 1600 hours

On standard PD days and during half term, Easter and summer school holiday periods, the Service Desk is

guaranteed to be staffed as follows:

Monday – Friday 0900 – 1500 hours

The Service Desk is closed for the Christmas school holiday period.

The exceptions to the above will be Exam Results and School Census days when extended support hours

will be offered. These will be confirmed and published in advance on an annual basis.

The Service Desk has a voicemail system that operates when all Service Desk personnel are busy on other calls and/or when customers contact the service “out of hours”. This automatically generates a service desk incident.

Charging and enquiries

For details on the various packages available for this service, including pay-as-you use options, or if you have any queries or issues regarding your service arrangements please contact us on the below contact details.

Contact information

For more information

Contact name Karen Davis

Role ICT Manager

Telephone 01734 258616

Email [email protected]


Additional Services

Additional services (pay as you go) will be billed at point of delivery. See Appendix A for Schedule of Charges.

Switch Maintenance

Switch maintenance is only available to those schools subscribing at Basic or Enhanced

level. A school cannot subscribe to the switch maintenance service only. The scheme

includes:

8 hour response (during available service hours) to switch problems including exchange where necessary.

Type 1 switches* installed by Stoneleigh Consultancy are covered by a full exchange.

Type 2 switches** installed by GGR Communications or Stoneleigh Consultancy are only covered by a 30-day loan scheme. It is then the school’s responsibility to purchase a replacement. After 30 days have elapsed, SITSS reserves the right to collect the loan switch. These switches are no longer covered by Cisco’s own warranty and as such a premium is applied to reflect the age of the equipment and the probability of failure.

Other Cisco switches are not eligible.

Cisco switches purchased from other third party vendors or grey imports are not eligible.

Wireless controllers and access points are not covered by this maintenance.

Other manufacturers’ switches are not eligible.

All technician costs (including on-site time) associated with the diagnosis and exchange are covered by the annual maintenance payment.

All courier costs associated with the service are covered by the annual maintenance payment.

Type 1 switch* models:

Cisco 2960G-24, 2960G-48, 2960G-24 POE, and 3750G-12

Type 2 switch** models:

Cisco 3524-XL-EN, 3548-XL-EN 3508G, 2950-24, 2950-48, 2950G-24, 2950G-48

The continuation of this service is dependent on subscription by the majority of schools.


Remote Online Backup Service

A remote online backup service, in conjunction with Sapphire, is available to subscribing

schools.

Office 365

Microsoft Office 365 is a cloud-based email and collaboration service (cloud Exchange and

SharePoint) offered by Microsoft to education customers at a low operational cost. The

SITSS team can provide consultancy for individual schools on Office 365 for initial setup, the

registration process for domain names, integration into School’s AD and on-going

development and support. This service is provided at an additional charge to subscribers

and prices will be agreed before work is started.

Classroom Management

SITSS is working with Impero to provide teachers with classroom management software

allowing them to monitor and interact with pupils.

Remote Access into School

There are a number of ways in which a school can gain remote access to its data. SITSS can

advise on the best method and assist in setting this up.


Customers are offered 2 levels of SIMS support. The Basic support option is aimed at schools that have good ICT support onsite and have support staff that are competent in the use and maintenance of SIMS. The Enhanced support is aimed at schools who are heavily reliant on their MIS system and require support that goes beyond the provision of instructions and basic fault fixing. SITSS recommends that its customers read the summary service catalogue before making a decision of which service to opt for.

The following services can be provided on request to support the use of SIMS

Basic Enhanced

Step by step guides to produce statutory returns e.g. end of Key Stage results, School Census

Assistance with statutory returns e.g. end of Key Stage result, School Census

Instructions only

Step by step guides to carrying out key procedures e.g. end of year, attendance, CTFs, ATFs, exams, timetables

Assistance with key procedures e.g. end of year, attendance, CTFs, ATFs, exams, timetables

Instructions only

Fault finding and applying fixes

Dissemination of recommended minimum standards for hardware and software

Monitoring of software upgrades and providing pre-notification and management

Testing of major releases prior to installation

Installation and upgrade of Discover Instructions

only

Regular newsletters

Training courses as advertised on shropshirelg.net Available at additional cost

Training courses delivered on-site for school individual/school group

Available at additional cost

Roadshows, workshops and user forums as advertised on Shropshirelg.net


Bespoke training courses X

Remote support for training and demonstration X

Workstation client install in primary schools Instructions only


Database recovery Available at additional cost

Database move to new server Available at additional cost

Housekeeping service eg tidy addresses, tidy contacts, delete old CTFs, delete old returns

X

Support for non-standard modules on a “best endeavours” basis eg Lesson Monitor, In-Touch, FFT, Agora, Staff Performance

X

Support for B2B data transfers to the LA system (ONE) ie core pupil data, attendance, SEN and exclusions

Report design X

SIMS health check - termly consultancy meeting with senior leadership and/or senior users to improve use of MIS data in secondary


Telephone consultancy to improve use of MIS data


Customers are offered 2 levels of Technical support. The Basic support option is aimed at

schools that have good ICT support onsite and have support staff that are competent in the

use and maintenance of ICT. The Enhanced support is aimed at schools who are heavily

reliant on their ICT system and require support that goes beyond the provision of

instructions and basic fault fixing. SITSS recommends that its customers read the summary

service catalogue before making a decision of which services to opt for.

The following services can be provided on request to support the use of ICT

Basic Services only supported if purchased from and/or set up by SITSS. Any fixes for 3rd party products will always be chargeable

Enhanced Wherever possible the services listed below will be supported by a remote support service

Online backup

Office 365 issues (passwords and client configuration

issues)

Office 365 account creation

Office 365 client setup (Outlook, Apple Mail)

Corporate application access issues

Corporate application install and upgrades

Server faults

Server AD work (user creation, lockout, Group Policy

changes)

Switch port changes (VLANs)

Workstation logon issues (single user)

Mobile device connection issues

Wireless network fault finding

Software installations and upgrades

Workstation adding to school network

Peripheral support (printers, monitors) cannot print etc.

Setup

Instructions only

Photocopier setup and access

3rd party contractors installing equipment (wireless,

networks, workstations, photocopiers)

3rd party contractors assistance with installing software

IP address details requested from Stoneleigh, Schools,

3rd Party


DNS changes for .sch.shropshire domains

DNS changes / renewals for schools purchasing through

us (easily site managed)


IP address and public tunnel requests (for access to

school systems)

Firewall changes to allow access to systems

Apple ID creations and application support

Installation of Apple MACs


Deployment of ‘apps’ on mobile devices.

Workstation and server fault reporting

Whiteboard connection issues Instructions only

Whiteboard software upgrades and installation

Sophos client installations and issues

Client firewall issues and configuration Instructions only

Web filtering – allow/block

Web filtering onsite break/fix

Management of central application services

School based Smoothwall device queries and upgrades

Procurement advice and costing

Consultancy for network and systems (advice and

guidance) Available at additional cost

Technical networking group (TNG) (rebranded network

manager group)

School new build and refurbishment projects Available at additional cost


Onsite technician link service (ad hoc and regular)


Projector maintenance and cleaning

Video conferencing service (faults and setup)

Security advice and guidance.

Security audit and documentation

Sophos issues i.e. not updating

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