Barnet Schools ICT Support Service Proactive, Flexible, Affordable, Managed Contract Agreement 2013-14 1 Contract Agreement Contents Why ICT Support Services are required Page 3 Priority Incident Type Response Times Page 3 Response times Page 4 The Service Desk Page 4 Confidentiality and CRB Page 5 Whole school support Service Description Page 5 School Administration module Procurement Service Description (office) Page 6 Hardware warranty support module (Silver Support) Page 7 School based ICT support service and complete ICT network management Page 8 solution (Gold Support) Procurement Service Description (Curriculum) Portable Electrical Appliance Testing Page 10 Additional Services Page 10 Non-Contract Support Service Description Page 10 Terms of Service Page 11 Accountability Page 11 Key Performance Indicators (Quality of Service) Page 11 School Obligations Page 11 Confidentiality Page 12 Acceptance Page 12 2 Why ICT Support Services are required The Schools ICT Support service is a customer focused and pro-active service with the overall aim to give better advice and assist with the use of ICT in the pursuit of excellence in schools to impact on all learners. Our goal is to serve as your technology partner with a focus on providing solutions. To allow this schools ICT support has created a modular approach to the service that will allow schools to create an agreement that fits the support needs of the school. Our service provides the school with a single point of contact via the Schools Service Desk for all ICT enquiries along with a flexible modular approach to ICT support. This ensures schools are adequately covered for key technologies used on both admin and curriculum systems. You can then extend the functionality of the Schools Service Desk by opting for the schools based visit module that would benefit your school. A description of all the modules available is included in this pack for your perusal. The main offering to your school is a discounted ‘Whole School’ service which will cover the following modules 1 2 and 4 listed below. 1 School Administration support Module 2. Hardware warranty support module (Silver Support) 4. Portable electrical appliance testing If you decide to take out one of the 3 modules listed above later in the year then this will be chargeable for the whole year to 31st March. We will continue also to offer the discrete packages/ modules, which you can buy separately. Priority Incident Type Response Times* This will be dependent upon the following classifications 1. Urgent: Target Resolution: Within 3 working hours Description: A key service is not available to a number of users. Major impact on functionality Infrastructure failure Partial loss of critical systems Critical applications failure 2. High Target Resolution: Within 10 working hours Description: Service failure affecting one or more users. Detrimental effect on functionality 3. Medium Target Resolution: Within 2 working days Description: A service is affected, but not enough to prevent functionality Non-critical system failures Non-critical application failure 4. Standard Target Resolution: Within 3 working days 3 Description: Low impact in terms of functionality, more an annoyance Request for information Peripherals failures e.g. printers, scanners etc 5. Low Target Resolution: Within 5 working days Description: Simple Requests Intermittent system/applications problem Response times are based on a working week Monday to Friday 9am to 5pm Please note response times are not incident resolution times. The actual resolution time will be determined in part by the level of demand and complexity of the requirement. Some of the resolution times are dependent upon third party suppliers (e.g. Microsoft, HP, Research Machines, 3rd parties in schools). All support calls are logged onto our network management system either by the users or through our Service desk system and classified appropriately. Response Times –Support calls All support calls will receive an initial response within 3 hours of the call being logged with the service desk (except during high periods of activity such as Census, upgrades etc where we will endeavour to respond as soon as possible). Initial Response is normally a phone call, remote session or work undertaken on the call, customers can view logged calls through our network management system. Response Times for Repairs During term time all Repairs will be completed within 5 working days of the Item being booked in the repair database if the parts are held in stock. If new parts are required the customer will be informed within the initial 5 working day period by email, the repair will then be completed within 5 days of the new parts being delivered and the customer will be informed by email when the repair is ready for collection or delivery during the next support visit (if your school has selected the support visits option). If the repair is not carried out within the total 10 working day time period allowed where the part had to be ordered then a response fee is payable to the school in the form of a £10.00 support voucher and each subsequent delay of a working day is an additional £5.00 support voucher. The response time is limited to 5 items per week from each school for the repair time to be within 5 days. Due to printers no longer being repaired at Manorside these are excluded from the standard 5 / 10 working day response time. We will repair these for you as soon as possible and keep you updated on progress. Support vouchers can used to buy ICT equipment from the service or the value can be deducted from school buy back fees and school support visit charges. 4 Confidentiality: The Schools ICT support will respect confidentiality in any of its dealings with schools and adhere to the relevant security laws and data protection act. CRB: All ICT staff hold an up to date Criminal Review Board checks for access to schools. All staff will carry official Identification cards Service desk Single point of contact for all ICT enquires Monday to Friday 9-5pm Unlimited telephone support Monday to Friday 9-5pm Unlimited remote support Monday to Friday 9-5pm Access to web enabled Schools ICT Service Desk remote management to log and monitor incidents Microsoft OS and Microsoft Office support on standalone and networked computers Regular ICT updates via email Annual service delivery report on all issues logged during the year Whole School Support Service Description This is the recommended support package for Schools the core module includes unlimited telephone and remote support for administration and curriculum systems recommended by the Council, DCFS and London Grid for Learning. Where it is not possible to resolve incidents remotely, the Service Desk Manager will arrange a scheduled visit. Whole school support is the three modules listed below: 1. School Administration support Module 2. Hardware warranty support module (Silver Support) 4. Portable electrical appliance testing Benefits of buying the whole school support Our experienced support team can deal with all aspects of ICT in one visit. All the team are trained professional staff with many years of experience specialising in educational technology, you get: • affiliated RM IT support service • best value for money when buying-in to the ‘whole school’ package • fulfilment of your legal obligations regarding equipment testing • assured continuity with minimum disruption • assured continuity of administrative operations • IT hardware including network hardware can be purchased, also projector lamps, etc • ICT advice on purchasing ICT hardware and software. 5 School Administration ICT Support Service Barnet schools have a mandatory requirement to record data using an approved Management Information Service (MIS). Barnet Schools ICT Support Service is fully committed to supporting RM Integris G2. RM Integris G2 is a fully integrated Management Information System, which provides school managers with the perfect solution for efficient and effective collection, storage and reporting of all areas of school administration including attendance, assessment and curriculum the RM Integris MIS is hosted by schools ICT support service Schools with RM Integris G2 are able to have an advantageous licensing arrangement from RM 1. School Administration support Module This service provides support for the School administrative environments: • hosting and support of RM Integris G2 MIS on service servers • support for census and other returns • loan equipment if school computer or printer needs to be repaired • discounted licensing purchases for RM Integris G2 and RM Finance • on-site Integris G2 training and group training at our training suite • all IT office equipment purchased through the service is supported for the life time of the equipment • network management solution with remote desktop support to enable prompt problem resolution • installing and supporting Barnet RM Finance • visits to your school to fix ICT problems on your approved administration equipment • support for MLE integration and auto updating • procuring, installing and configuring administrative ICT equipment • antivirus software support - Sophos • internet configuration and advice on LGFL 2.0 access and support • Microsoft Office support • user group meetings. Procurement Service Description (office) The Schools Support Service Desk and dedicated staff will then deal with approved suppliers to provide the best possible quote. Apart from the preferential terms gained by using the Schools Service Desk: • • • • • we will automatically support any hardware purchased using this module from Schools ICT Support All IT office equipment purchased through the service is supported for the life time of the equipment. Including procurement service items Hardware support for equipment within warranty purchased through Barnet schools ICT support approved supplier list. Hardware installation service only for items purchased using this module Workstation configuration and setup for workstation purchased using this module. 6 • Suppler conflict resolution service for products purchased through Barnet approved suppliers list. 2. Hardware warranty support module (Silver Support) This service provides an essential repair and maintenance service for all your school ICT hardware, which benefits your school budget and the environment. Repairing ICT equipment also extends the life of the equipment by as much as four times the lifespan. • • • • • • • • • • guaranteed repair completion times ICT support service is an affiliated RM repair partner computers, notebooks, servers, tablets repairs to ICT and AVA equipment including Interactive whiteboards projector maintenance and service LaserJet and DeskJet printer repairs Audio Visual Equipment , LCD TVs Equiinet Cachepilots, school network switches loan of equipment, as available, including PA system, Coombers and projectors advice on all aspects of ICT, including LGFL 2.0, PCs, networks, wireless points, interactive whiteboards etc. Repairs where viable, up to £160 for parts, £60 for televisions and laser printers, to approved equipment, free exchange of some equipment, e.g. broken mouse or keyboard .major repairs to monitors are excluded but a free monitor swap is offered when available 3. School based ICT support service and complete ICT network management solution (Gold Support) This service provides for regular visits by a school based ICT professional to support curriculum and office ICT equipment. School visits are invoiced separately in arrears and will be offered in weekly or fortnightly, three hour sessions each term to carry out support tasks including the following; • installation of software • Sophos Antivirus and Data backup • liaison with equipment and service suppliers to solve problems • maintenance to ensure that the network is kept to a high standard • maintenance of ICT documentation, including network diagrams • diagnosis of faults and problem resolution • repairs to and routine maintenance of ICT related teaching equipment • free support visits for critical system issues and before Ofsted inspections As an RM affiliated technician support scheme (ATSS) partner, schools with RM CC3 are able to have a discounted yearly support arrangement from RM. The on-site assistance module provides for one Barnet Service Support Engineer to work in School weekly or fortnightly three hour sessions for 38 weeks per annum (based on Barnet school term times) to provide on-site technical assistance and fault diagnosis for supported products defined by the service Contract packages the school has purchased. The Service Support Officer will ensure a digital log is updated whilst at the school with any unresolved issues to be escalated back to the service desk and vice versa within the agreed priority schedule outlined in the core module. This will ensure the school receive support throughout the working week. 7 Every effort will be made to ensure the school receive the Service Support Officer on a regular basis, but this cannot be guaranteed due to staff sickness, annual leave and religious holidays. Assigning the same Service Support Officer will allow them to become technically aware of the school setup and build a good working relationship with the School staff. In the event of staff not being available cover will be provided in the form of a revised visit time. To ensure Service Support Officers are up to date with the latest service delivery procedures and technical solutions, it is necessary they attend a 1-hour team meeting held every third Thursday of the month. Visits start on the first full week back from school holidays unless mutually agreed with the school. On site ICT support assistance can be purchased in two categories as follows: weekly or fortnightly three hour sessions. Half day on site ICT support assistance 9 am to12.pm or 2 pm to 5pm • • • • • • • Diagnosis of faults Minor repairs to and routine maintenance of PC related teaching equipment Basic maintenance to ensure that PCs are kept to a high standard Maintenance of ICT documentation, including network diagrams Installation and removal of software Liaison with equipment and service suppliers to solve problems Training for school staff to enable them to undertake routine tasks in-house Items prohibited within the schools based service module • • • • • • • • • • Formal group training/instruction to staff Training/instruction to students Writing or editing school ICT policies Programming and creating websites Updating the schools ICT Inventory when new software and hardware is procured Significant changes to cabling infrastructure Significant reconfiguration of servers Configurations and adaptations to systems under a support contract maintained by a third party unless specific permission to proceed is given by the contractor to the Service Desk Manager Procuring software and hardware Advising on software and hardware solutions As part of the School based ICT support service and complete ICT network management solution your school IT network is remotely managed from our offices at our operations centre, to enable a proactive preventative approach to keeping your systems up, running and available. That is why our managed IT services utilise a series of "Best Practices" we have developed over our years of experience. This is included in the school office support option and the school visit option. Your school network is monitored at all times by our server software and day to day IT tasks can be remotely started. 8 • Automated Email Help Desk Complete fault logging facility to allow users to contact our operations centre for help via the management program on the desktop, users can also view call status and problem resolution • PC Remote Control Remote support access to school computers securely from our Operations centre, to enable prompt problem resolution • Windows update Management Remote windows update management • Windows Event Monitoring / Alerts Remotely monitored Windows system event log, application event log and security event log • Network Monitoring / Alerts Instant notification for hardware changes, software changes, policy violations, low disk space, unapproved network access, new devices on the local area network (LAN), etc. • Inventory / Computer Audit Complete computer inventory software inventory. School network audits, always kept up-to-date. • Regular Reports Comprehensive operational reports. Emailed on a monthly / per term basis. • Maximum Security Encrypted communication using 256-bit RC4 with rolling keys. No open ports. No plain-text data packets the network. Nothing for attackers to exploit, to ensure the integrity of your school networks. and To build upon the monitoring service we have also included an assessment to be carried out annually by a senior member of BARNET SICTSS and a member from the Schools Leadership Team. This will allow the School to measure both the actual service that is delivered to users and the effectiveness of processes used by ICT support in this delivery. Procurement Service Description (Curriculum) The Schools Service Desk and dedicated staff will then deal with approved suppliers to provide the best possible quote, if acceptable to the school the supplier will be notified formally and a formal order will be sent to the Supplier via the Schools Service Desk to place the order. Apart from the preferential terms gained by using Barnet, the Schools Service Desk: • will automatically support any hardware purchased using this module from authorised suppliers • All IT office equipment purchased through the service is supported for the life time of the warranty of the equipment, including procurement service items. • Hardware support for equipment within warranty purchased through Barnet schools ICT support approved supplier list. • Hardware installation service only for items purchased using this module • Workstation configuration and setup for workstations purchased using this module. • Suppler conflict resolution service for products purchased through Barnet approved suppliers list. 9 4. Portable electrical appliance testing This service provides the statutory appliance testing service. It covers all portable electrical appliances in the school. • testing of all portable electrical equipment to legal standards • advice on failed equipment • includes replacement of plugs and fuses and some extension leads • includes Minor repairs being carried out if required • full professional testing report emailed. Please note that portable electrical appliance testing is a legal requirement. If you do not buy this service from the Council you must use another provider. Additional Services These services offer the means to address ICT development needs on a one-off basis • Emergency Cover for Integris MIS: If your administrator has left or is off sick, we can provide emergency cover for your Integris MIS system making sure that it is kept fully up-to-date. • Encryption: Encryption of notebooks and workstations that contain personal or sensitive data. PGP Whole Disk Encryption can be installed on your notebooks and workstations. The PGP software license for each workstation is for two years. The software installation on notebooks and workstations will be carried out at your school and is centrally managed by our PGP servers. • IT Training: Training on all Microsoft Office 2003 products is available at our training suite at our Operations Centre. Small groups of eight or less get discounted prices for schools that buy into the service. • ICT project services and consultancy: Design and installation of school ICT network. Please contact us to discuss any one- off additional ICT services you require, that are not listed above Non-Contract Support Service Description Schools not wanting to take out a support contract with Barnet, but require Barnet Schools ICT Support Service to provide support with any of the items described in the modules will be charged at a commercial rate. This request must be sent in writing either by fax using school headed paper or via email from an authorised member of school staff. The request will then be logged into the Schools Service Desk system. Barnet Schools ICT Support Service administration team will then invoice the school on completion of the work. 10 Terms of service The Schools ICT Support Service will provide the service detailed in the modules from 1st April 2013 until 31st March 2014. Service desk hours of operation will be 9am-5pm, Monday to Friday excluding official Bank holidays. All aspects of this Contract are of a confidential nature. No information is to be passed on to any third party without the agreement of the Barnet Schools ICT Support Service. Software or data supplied with any computer shall not be copied or altered in any way unless the user grants permission. Only technologies and items described within the modules will be supported by Barnet Schools ICT Support Service. Schools may only buy in for the whole year 1st April 2013 to 31st March 2014. A school giving three months notice in writing to Barnet Schools ICT support service may decrease the regular support visits. A school giving three month’s notice in writing to Barnet Schools ICT support service may terminate the school support visits module. Accountability The Schools ICT Service Manager is responsible for the day-to-day operation of the service and will generally be available throughout the year between Monday and Friday 9am to 5pm. Where there is a dispute between the School and the Schools ICT Support Service over performance levels, both parties will try to reach an amicable settlement. If this cannot be achieved then the dispute is passed to a second stage with the Head of Performance and Data Management Barnet Children’s Service representing the Council. Key Performance Indicators (Quality of Service) Statistics on overall service performance against targets can be provided on a per term basis. Specific QA measures are undertaken in the form of Service Desk checking with clients to ensure a quality service is in operation, monitored by the IT Manager. Service desk statistics for your establishment are available upon request. School Obligations • Ensure the schools ICT coordinator is trained and allowed time to carry out basic ICT support. • Ensure that schools ICT suite is free during regular support visits. • Ensure two contact names are provided to ensure good communication and to facilitate access at reasonable times for Barnet Schools ICT Support Service, to 11 carry out on-site work during and out of term. One of these contacts will need to be a member of the Schools Leadership Team. • Ensure that end-users are adequately trained on products for which they require support. • Ensure systems are managed in such a way as to maintain data integrity and minimise the risk of security breaches or virus infection. • Contact the Service Desk when you need help. • Allow us reasonable access to the school and your systems. • Be prepared to make your time available to liaise with us. • Follow our advice on the proper use and protection of your systems. • Let us know any passwords to your systems. • Provide the licensed DVD / CDs for your software, etc, if required. • Ensure adequate licence levels, software applications and systems. Confidentiality Barnet Schools ICT Support Service and you will observe all their obligations under all data protection legislation currently in force, which arise in connection with this agreement. Barnet Schools ICT Support Service, and you shall keep confidential any information obtained under this contract and shall not divulge the same to any third party without the consent in writing of the other party. Acceptance All Schools who buy into the service are obliged to read and sign this Contract and when buying into the service the schools agree to the Terms and Conditions set out within this Contract Contact Tony Rafferty Schools ICT Support Service, Manorside School, Squires Lane, Finchley, London N3 2AB Service Desk: 020 8359 3417 / 3410 Fax: 020 8346 6876 Email: [email protected] Website www.barnetschools-ict.net Barnet schools ICT support service is committed to improving ICT support services and welcomes comments from customers to pro-actively improve our ICT support services. If you would like to discuss the new Contract please do not hesitate to contact Tony Rafferty Manager, Barnet schools ICT Support service on 020 8359 3414 or via email [email protected] 12