Proactive, Flexible, Affordable, Managed Barnet Schools ICT Support Service Contract Agreement 2013-14

Barnet Schools ICT Support Service
Proactive, Flexible, Affordable, Managed
Contract Agreement 2013-14
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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
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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
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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.
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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.
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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:
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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.
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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.
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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.
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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
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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
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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.
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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
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PC Remote Control Remote support access to school computers securely from
our Operations centre, to enable prompt problem resolution
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Windows update Management Remote windows update management
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Windows Event Monitoring / Alerts Remotely monitored Windows system event
log, application event log and security event log
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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.
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Inventory / Computer Audit Complete computer inventory
software inventory. School network audits, always kept up-to-date.
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Regular Reports Comprehensive operational reports. Emailed on a monthly / per
term basis.
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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.
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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:
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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.
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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
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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.
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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.
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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.
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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.
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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
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Ensure the schools ICT coordinator is trained and allowed time to carry out basic
ICT support.
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Ensure that schools ICT suite is free during regular support visits.
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Ensure two contact names are provided to ensure good communication and to
facilitate access at reasonable times for Barnet Schools ICT Support Service, to
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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.
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Ensure that end-users are adequately trained on products for which they require
support.
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Ensure systems are managed in such a way as to maintain data integrity and
minimise the risk of security breaches or virus infection.
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Contact the Service Desk when you need help.
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Allow us reasonable access to the school and your systems.
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Be prepared to make your time available to liaise with us.
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Follow our advice on the proper use and protection of your systems.
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Let us know any passwords to your systems.
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Provide the licensed DVD / CDs for your software, etc, if required.
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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: tony.rafferty@barnet.gov.uk
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
tony.rafferty@barnet.gov.uk
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