Service Level Agreement - WhatDoTheyKnow · Web viewHelp to manage your important ICT...

2012/13

Staffordshire Learning TechnologiesChurch LaneHixonST18 0PT

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

WelcomeStaffordshire Learning Technologies prides itself in providing high quality, cost effective ICT and Audio Visual (AV) solutions which integrate and utilise technology to its full potential and endeavours to put you, our customer, at the centre of that service.As a customer focussed unit, we aim to provide you with the best tailored service at great value for money. As well as advising on your equipment and purchasing, we can also install it and make sure it runs smoothly. By offering on-going support and training we can ensure your systems are useful and sustainable for as long as possible

When browsing through this document please think about and select the services that are right for your school.

Help is always at hand so if you have any questions please contact our Service Desk or your Customer Relations Manager direct.

1SLA 2012/13

EastNeil Grey 01889 256514neil.grey@staffordshire.gov.uk

Service Level Agreement

News for 2012/13Average price increases kept

below inflation

Contact UsStaffordshire Learning TechnologiesChurch LaneHixon, Staffs, ST18 0PT

For all enquiries please contact: Service Desk 01889 256290

EmailSLT@staffordshire.gov.uk

NorthPhil Hodgkiss 01889 256514phil.hodgkiss@staffordshire.gov.uk

WestKaren Salt 01889 256504karen.salt@staffordshire.gov.uk

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

1. Standard ServicesStaffordshire Learning Technologies provides the Standard Services package as the foundation on which you can build a customised ICT support package to meet your individual requirements.

Standard Services provides the essential services required to support your ICT systems and includes access to our Service Desk, Network Services Support, and expert advice from our Consultancy & Procurement service. This service also provides essential systems security to keep your ICT systems secure and access to our popular ICT seminars.

Service Features Service Desk

Dedicated Service Desk on hand to help with support issues or queries, many of which are sorted out quickly and easily over the phone or by remote support – Now open from 8.00 am

Customer Relationship ManagementDedicated Customer Relations officer who maintains regular contact to ensure that our service meets your expectations, discuss ICT strategy and help with future developments.

System SecurityTo keep your systems secure, complete protection is included for Antivirus and

Antispyware, automatically updated with the latest virus definitions and security patches

Comprehensive ConsultancyAdvice and support to help your school realise its full ICT potential and maximise learning outcomes

Procurement ServiceSpecialist advice and guidance helping to manage the supplier interface and ensuring Best Value prices are obtained whilst complying with SCC financial regulations

Project Co-ordination ServiceHelp to manage your important ICT development projects ensuring all services come together and are delivered at the right time

SeminarsFor inspiration and advice, the ICT seminars showcase all the latest and exciting developments in ICT

Network ServicesFull details of this service are shown below

Additional InformationWhilst selecting our Standard Services package is an excellent start to securing the best ICT support package for your needs you may wish to consider adding additional services to your package to make sure you have comprehensive support to ensure every aspect of your ICT service is available. Full details of our additional service offerings are provided within this document and include –

Curriculum Services

Management Information Services (MIS)

Hardware Services

Audio Visual Services

SLN2 ServicesPlease note there is a separate SLA document covering the Staffordshire Broadband and SLN2 Learning Platform Services.

2SLA 2012/13

Benefits to your School Access to essential support when you

need it

Dedicated Account Manager

Network infrastructure support

Innovative use of technology to provide the right solution at the right time

Value for Money procurement fully compliant with current procurement regulations

Professional consultancy and advice

Comprehensive AntiVirus defence against threats for laptops, desktops and servers

Free places at our ICT seminars held in June and November

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

2. Network ServicesStaffordshire Learning Technologies provides its Network Support Service as an integral part of our Standard Services package to ensure that you can have confidence in the essential infrastructure that underpins all your ICT systems. This service includes support and maintenance of the school Local Area Network Infrastructure (LAN), network cabling, switches and wireless connectivity.

Service Features Telephone support and engineer visits covering

both Administration & Curriculum networks

Remote maintenance of Managed Switches and Wireless Access Points

Loan switches and management of warranty repairs for equipment purchased through SLT. Most switches come with a limited lifetime cover, so where this is the case there will be no cost of replacement equipment

Cabling systems installed by third parties will be supported providing appropriate test results and network maps are available. If your supplier has not provided these, we can test your system for a small charge allowing your network to be covered by our SLA

Third Party installed switches and access points supported on a best endeavours basis but may incur additional charges

Additional InformationConsultancy Free consultancy and advice for upgrading and

improving your network infrastructure

Includes network cabling, managed wireless and manageable active components

Installation Services Competitively priced, high quality network

cabling, active components and wireless networking installed

Work carried out around school requirements and timescales

Work to current Health and Safety standards are of key importance to us and your site

Fully compliant with all current asbestos legislation

3SLA 2012/13

Benefits to your School Peace of mind that any failure of your

critical infrastructure will be restored as quickly as possible

Loan equipment available

Warranty replacements managed

Experienced engineers ensure network is performing to required standards

Health and Safety standards constantly reviewed and adhered to

Health and SafetyOur Installation Team are fully trained to work to the latest Health & Safety regulations including Asbestos procedures to ensure a safe environment for your staff and students whilst work is taking place.

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

Network ServicesInfrastructure Support ServiceRemote monitoring of establishments critical network services

Proactive work to rectify faults identified by remote monitoring

Telephone support for Network Infrastructure

Remote support and management of establishment’s active components

Replacement and repair of devices supplied and installed by SLT

Management of warranty arrangements for equipment supplied by SLT

Hardware support on a best endeavour basis for systems or equipment installed by other service providers

Firmware upgrades to active components via remote support where applicable

Advice and guidance on establishment’s network development

Support and advice for Managed Wireless solutions installed by SLT

Proactive management and monitoring of your managed wireless infrastructure

Support and repair of network infrastructure components installed by SLT

Support and repair of networks installed by competitors subject to suitable documentation and adoption by SLT

Installation Services Service

Installation Services for Network Cabling, Fibre Optic Links, Nodes, Wall Mounted and full Server Cabinets

Supply and Installation of all active components including Switches, Wireless Access Points, POE solutions and full Managed Wireless Systems

Consultancy, advice and quotes helping you to develop and extend your establishments Infrastructure, including all the areas above

4SLA 2012/13

LegendIncluded within SLA Option Pay As You Use Option

“Our TSS Technician is great and we wouldn’t want to lose him”

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

3. Curriculum ServicesStaffordshire Learning Technologies provides a range of support services for schools’ Curriculum Systems. This covers support for your own technical staff in managing your network up to SLT’s fully managed service. Take out a managed service contract and it is our responsibility to ensure your system is reliable, available and fully functional to help you achieve the best teaching and learning outcomes.

A popular service in schools is our Technician in School Service (TSS) where we provide a qualified technician to work in your school for a whole day on a regular basis.

Although many schools have RM Curriculum systems, we are also able to support any Windows based network with our Microsoft accredited engineers.

Service FeaturesCurriculum Standard Support Service Unlimited telephone support Remote diagnostic and support

Unlimited onsite technical support visits Access to online support Access to system security patches and service

packs Maintenance contract with RM gives entitlement

to system upgrades and access to RM online support and knowledge base

Technician in School Service (TSS) Includes main features of the Standard Support

Service Dedicated qualified technician onsite on a regular

agreed basis (weekly or fortnightly) Routine server and system maintenance

including backup monitoring Provide support in ICT lessons Installation of software and build packages

Network Managed Service Management of network the responsibility of SLT Dedicated experienced engineer assigned to

school, onsite for at least one day a week Network pro-actively monitored and managed

remotely All security patches and service packs applied in

a timely manner Joint working with the school to ensure the

network is developed to meet your needs

Additional InformationConsultancy Free consultancy visits to help you develop your

Curriculum network whether you need a complete replacement system or just a small upgrade

Installation Services Competitively priced installation services

covering file servers and client devices for both RM and non RM systems, thin client networks and Microsoft Exchange servers

Training Full range of Curriculum Network Management

training courses available at the Kingston Centre or in school. Prices on application

5SLA 2012/13

Benefits to your School Remote access to your systems enables

rapid responses - many of your queries solved while you are on the phone

Cost includes RM support contract

Access to experts to complement your own technical staff

Technician in School Service gives cost effective access to reliable, skilled resources onsite without the management issues

Network Managed Service provides highly reliable and functional systems to meet your requirements without the cost of employing your own ICT specialists

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

Curriculum ServicesSupport Service

Support for all RM Networks

Support for ‘vanilla’ Microsoft and selected 3rd party Networks

System Integrity & Maintenance Service

System security patches, service packs and provision of RM Hot-Fixes

Network protection – systems integrity health check-up

Access to RM Service releases

Service release, hot fixes and patches installed

Hardware Driver support updates & Server load balancing

Disaster recovery support & Network efficiency check-up

Installation of servers, workstations and peripherals

Installation of applications

Discounted installation servicesTSS/NMS

optionSupport Services Service

Unlimited telephone & remote diagnostic support

Unlimited on-site technical support visits

Dedicated Technician (TSS) TSS Option

Ad-hoc Technician Support Service days on-site

RM Support Online & knowledge base – full access

Email bulletin for urgent support issues

Support available during term time and school holidays

Invitations for new product field trials including full support and installation.

Professional Development & Training Service

Bespoke and Centre on-site ICT training

Framework for ICT Support (FITS) workshop and professional certification

RM Certified Professional certification

Managed Network Services Service

Dedicated fully trained and qualified network manager – onsite as often as required

NMS option

Pro-active system integrity check-ups NMS option

Regular service review & development strategy meetings NMS option

6SLA 2012/13

LegendIncluded within SLA Option Pay As You Use Option

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

4. MIS ServicesStaffordshire Learning Technologies is proud of its experienced MIS team who provide support and guidance to ensure the smooth running of schools’ Management Information Systems. Support is provided for the full range of SIMS modules together with technical support for popular Microsoft products.

The team work to ensure the hardware running your MIS systems is of the recommended specification to give you the optimum performance. Our vision is to ensure that all schools fully utilise the potential of their SIMS software to improve school performance and learning outcomes.

Service Features Support for all SIMS modules including

Assessment, NOVA Timetabling, Exams, Senco, Behaviour Management, Attendance, Lesson Monitor, Partnership Xchange, Personnel, Profiles, Dinner Money, Cover, Options

SIMS upgrades managed and monitored using SOLUS (SIMS.Net Online Upgrade Service)

Software seminars to raise awareness regarding new developments

Discover the new graphical analysis tool System Manager 7 training available Software support for file server, main PC and

approved workstations used for administrative purposes

Support provided for approved printers and other peripherals used for administrative purposes

Backups monitored to ensure they are working correctly

System health checks performed on a regular basis to ensure quality server performance and address potential issues before they cause you a problem

Technical support for ‘popular’ Microsoft products

Support for SIMS access from curriculum workstations

Hardware support for administration file server/main PC (Clone) including priority disaster recovery

Additional InformationCore Services Maintenance licence for SIMS software core

modules Installation, maintenance and technical support

for SAP Maintenance of Anycomms for secure file

transfer Anti-virus software with automatic updates for all

devices County wide seminars to ensure statutory

requirements are met e.g. School Census, Key Stage returns

SIMS awareness raising sessions for new staff

Consultancy Consultancy visits to advise on using SIMS to its

full potential including SIMS in the classroom Technical consultancy visits to advise on future

plans and requirements

Training Training courses at competitive rates covering

the full range of SIMS Modules and delivered at the Kingston Centre or in your establishment

New for 2012 SLT Smart Link for Primary Schools Anytime, anywhere access to SIMS and working

documents

School Fund Manager Technical support for School Fund Manager Disaster recovery

7SLA 2012/13

Benefits to your School Expert help at hand to assist you with all

aspects of school management including statutory returns, timetabling, assessment, exam entries and results and year end processing

Remote access to your systems enables rapid responses - more than 50% of your queries solved while you are on the phone

Priority disaster recovery service to get you back up and running if the worst happens

Servers and backups regularly monitored to ensure security and performance

SIMS upgrades managed and monitored

New SIMS Analysis Tool – Discover

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

Management Information Services (MIS)Support Service

Support for Schools Information Management Systems (SIMS)

Software support for file server, main PC and approved workstations used for administrative purposes

SIMS upgrades managed and monitored via SOLUS

Maintenance of AnyComms

System Health Checks and Monitored Backups

Remote support

Support for SIMS access from curriculum workstations

Software support for the operation of approved administration printers and other peripherals

Support for ‘popular‘ Microsoft products

Evaluation and development of full range of SIMS modules

Installation, maintenance and technical support for SAP

Hardware support for administration file server/main PC (Clone) including priority disaster recovery

Installation of servers, workstations, peripherals and software

Unlimited telephone support and on-site visits

Remote diagnostic & support

Support available during term time and school holidays

Professional Development & Training Service

Software seminars

Bespoke and Centre on-site ICT training

SLT Smart Link for Primary Schools ServiceAnytime anywhere access to SIMS and working documents

School Fund Management System Service

Technical advice and support relating to School Fund Manager SF Option

Disaster recovery from a full valid back up SF Option

8SLA 2012/13

LegendIncluded within SLA Option Pay As You Use Option

“Would not survive without them – worth its weight in gold!”

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

5. Hardware ServicesStaffordshire Learning Technologies offers an efficient and cost effective Hardware Service for the dedicated repair and support of all your ICT equipment.

All engineers are experienced, qualified professionals comprising of field and workshop staff. They are supported by a central store containing a comprehensive stock of spares and loan equipment.

Service Features Covers file servers up to 4 years old, including

central backup servers, UPS’s, proxy and cache servers

Desktop PCs covered for 5 years

4 year cover on printers, monitors, scanners, OMRs and other peripherals

4 year cover on laptops (parts are chargeable after the manufacturer’s warranty expires)

Full disaster recovery service for file servers and other critical equipment

Critical equipment response within 1 working day

Best endeavour repairs on older equipment with only a nominal parts charge

Workshop repairs are fully PAT tested before return

Variety of loan equipment

Additional InformationConsultancy & Advice Advice and quotes are freely available for

upgrading and improving your equipment

Assessments on Fire and Flood damaged equipment

9SLA 2012/13

Benefits to your School Peace of mind that your critical

equipment will be fully restored to service as quickly as possible

Maximise the use of your ICT equipment by ensuring speedy and professional repairs and upgrades

Personally assigned engineer to deliver consistency

We will always endeavour to repair equipment where cost effective spares are available

Professionally accredited engineers

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

Hardware ServicesCover for Administration Networks ServiceAdministration file servers/main PC (Clone) procured through SLT up to 4 years old including priority disaster recovery

Cover for Curriculum Networks ServiceFile servers procured through SLT up to 4 years old, including priority disaster recovery

Critical equipment response within 1 working day

All other ICT cover Service

Uninterruptable Power Supplies (4 year cover)

Desktop PCs procured through SLT covered for 5 years

Monitors, keyboards, and mice (4 year cover)

Printers, scanners and other peripherals (4 year cover)

Laptops procured through SLT up to 4 years old (parts are chargeable after the manufacturer’s warranty expires)

Older equipment will be repaired on a best endeavour/cost effective basis, with a nominal charge made for any parts used

Hardware cleaning/maintenance service

Portable Appliance Testing on all workshop repairs

Priority disaster recovery service including provision of loan machines of critical equipment

Critical equipment response within 1 working day

Assessment on Fire and Flood damaged equipment

Hardware upgrade service

10SLA 2012/13

LegendIncluded within SLA Option Pay As You Use Option

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

6. Audio Visual ServicesStaffordshire Learning Technologies offers a wide range of Audio Visual Services including a repair service, preventative maintenance visits and software development to ensure your Audio Visual Systems are reliable, robust and always in good working order with minimum downtime and contingency for if something should go wrong.

Service FeaturesInteractive Whiteboards & Multimedia Projectors Full support for your Interactive Whiteboards and

Multimedia Projectors

Regular technician visits to carry out routine maintenance and a comprehensive breakdown repair service for all hardware and software

Dedicated area engineer ensuring minimal downtime

Provision of loan equipment where an on onsite fix is not possible

Software upgrades and internal cleaning of projectors

Whiteboard or projector failure service restored within one working day

Other Audio Visual Systems & EquipmentQualified electronics service engineers are able to work down to component level to resolve faults.

Full breakdown support for many types of AV equipment, including

Sound Reinforcement & Public Address

Large format displays & Digital Signage

Voting systems, Visualisers & classroom audio

Special Needs equipment & Induction Loops

Interactive tables, DVD players & recorders

Digital Cameras & Camcorders

Videoconferencing equipment

Additional InformationConsultancy & Advice

Advice and evaluation of current and emerging AV technologies

Site surveys & quotations

Assistance with planning replacement and upgrade strategies

Loan of new technologies for evaluation and test

Supply of extensive range of AV equipment backed by a European Tender to ensure best value

Large scale conference & event services

InstallationCompetitively priced installation services for a wide range of AV equipment and systems including –

Interactive Whiteboards Multimedia Projectors Digital Signage Sound Reinforcement and much more.

Fully trained staff comply with all Health & Safety and Asbestos requirements

Training Ad hoc training & support is available in

school on all aspects of AV Technologies

Competitively priced training for Interactive Whiteboard and Digital Signage Software

11SLA 2012/13

“AV are always very responsive and make sure our projectors are always cleaned regularly”

Benefits to your School One stop shop for all your Audio Visual

needs

High quality, dedicated area engineers, accredited by several manufacturers

Rapid response and quick fix

Restoration of critical service failures within one working day

Preventative maintenance for Interactive Whiteboard and Multimedia Projection systems ensures they are always in top quality order

LegendIncluded within SLA Option Pay As You Use Option

Staffordshire Learning Technologies (SLT) Improving learning through the innovative use of technology

Audio Visual ServicesInteractive Whiteboards & Multimedia Projectors ServiceTelephone support for Interactive Whiteboard issues

Five preventative maintenance visits per annumTwo preventative maintenance visits per annum for fixed Hall projectors

Internal cleaning of Projectors when required

Full hardware & software support for equipment supplied & installed by SLT including loan equipment whilst repairs are carried out

Remote support

Hardware & software support (best endeavour basis for systems supplied or installed by others)

Supply & fitting of consumable items, including lamps, at cost price

Support for Promethean Activote and Expression voting systems

Audio Visual Equipment Service

Domestic AV equipment (Televisions, DVD Players etc.)

Presentation equipment including Overhead Projectors

Digital Cameras & Camcorders

Sound Reinforcement systems & General Audio equipment

Negotiated maintenance of specialised systems such as Plasma & LCD Screens, Digital Signage, Soundfield Systems, Induction Loops, Musical Instrument Amplifiers

Support for group videoconferencing equipment and access to test site

Other Services ServiceInstallation Services for Interactive Whiteboards, Multimedia Projectors, Sound Reinforcement Systems, Soundfield Systems, Large Screen Displays (LCD, Plasma, Digital Signage), Induction Loops, plus much more

On site or centre based training in the use of Interactive Whiteboards by Promethean and Smart accredited trainers. Ad hoc workshops to suit everyone including Promethean Activote & Expression

Conference Support Services for large scale conferences and events

Special Needs -Technical support for hearing and visually impaired students. (Available through Flash Ley Centre)

12SLA 2012/13