BES IT Systems 1:1 Student Notebook Program

B ES IT Systems 1:1 Student Notebook Program

Management Solution

By Dylan Mapp and Sally McDonough

BES IT Systems delivers a comprehensive management solution for 1 to 1 Notebook Programs in Queensland Schools. We are pleased to provide notebook options, streamlined warranty and insurance claim processes, deployment and imaging services, onsite support, plus a full range of managed services - all customised to the requirements of your school’s 1 to 1 computing vision. It is BES IT Systems’ aim to minimise the workload of your IT Team throughout the life of your 1 to 1 Program through the delivery of outstanding Customer Service and Support.

BES IT Systems 16 Cinderella Drive, SPRINGWOOD Q P: 3340 5555 F: 3340 5555 E: [email protected] W: www.besonline.com.au // www.bes.com.au

mailto:[email protected]

http://www.besonline.com.au/

http://www.bes.com.au/

BES IT Systems Student Notebook Program Management Overview

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EXECUTIVE SUMMARY

BES Information Technology Systems has over 21 years experience in delivering technical solutions for our customers. For the past 10 years we have been delivering Notebook Programs to schools in Queensland, making us the most experienced 1 to 1 Queensland Notebook Program provider. This document serves to provide an outline of hardware, software and service options provided by BES IT Systems for the planning and management of your schools 1 to 1 vision for 2010 and beyond. By choosing BES IT Systems to manage your 1 to 1 Program you are investing in a local, trusted and established supplier. We will manage all your technology needs so you can focus on your core business – student education. In our experience, we have found that the implementation of a successful 1 to 1 Notebook Program should follow the steps outlined below:

Engagement Phase: Selection of an experienced and reliable service provider who can assist your school in the identification and documentation of key milestones, requirements, service levels and expectations

Environmental Review: Development of a clear understanding of your schools technology environment, its capabilities in terms of security, capacity and reliability - foundations for a successful 1 to 1 Program.

Product Selection Phase: Identification and evaluation of hardware and software requirements, licensing, power management, lifecycle, security and accessories that will enable your school to build a cost effective solution.

Deployment Phase: Selection of a comprehensive range of products and services to streamline deployment of your chosen notebook to students – minimising administrative, training and IT personnel workloads.

Maintenance Phase: Implementation of a robust maintenance schedule - BES IT Systems provides a range of Services, and Warranty and Non Warranty Support options designed to minimise notebook down-time and the workload of your school’s IT Team. Regular reporting and notebook health checks are essential for the identification of issues and the longevity of the notebooks. By far the longest phase in your 1 to 1 Program, partnering with BES IT Systems will ensure your schools Maintenance Phase is as painless as possible through the delivery of outstanding planning and support services.

Decommissioning Phase: Selection of a range of decommissioning options - re-imaging for gifting or selling to students, environmentally friendly disposal or sale for profits to the school.

BES IT Systems understands that service and support are essential for the success of every 1 to 1 Notebook Program. We work closely with your Technology Team to ensure we have a clear understanding of program goals, enabling us to deliver the expertise, service and support required to achieve your 1 to 1 vision. Most importantly, the final product and services package chosen can be customised to the requirements of your school.

Engagement Process

BES IT Systems: Your Local Supplier

Dedicated Account Manager/ Single Point

of Contact

•Identify & Document Key Milestone in

Deployment, Maintenance and Decommissioning

Phases

•Identify and Document the key requirements of

the program.

•Identify and Document key service levels and

expectations for all parties involved

Environment Review

Wired Network

Server Review

•Capacity/Storage

•Backups

Switching Reviews

•Managed

•Optomised Gigabit Solutions

•Port Connectivity Requirements

Wireless

•Mangaed vs. Unmanaged

•Onsite vs. Remote Management

•Coverage

•Reliability

Web Security & Content Filtering

School Intranet

Product Selection

Notebook Specification

Model Serviceability

Consignment & Spare Parts

Warranty Resolution/ Service Job Handling

Evaluation Units

Software

•School Owned

•Student Owned

Power Management

•Bulk Battery Chargers

•Locker Chargers

•GPO's

•Home Only Solutions

Hardware Security

•Computrace

•Storage Solution

Accessories

•Tekskins

•Bags

•Mice & Accessories

Green Carbon Offsets

Deployment

BES IT Systems Managed Services

SOE Image Loading

Image Management / Self Imaging Solutions

Asset Tagging

Joining the Notebook to the School Domain

Insurance Options

Deployment to Students

•School SLA Agreements

•Onsite Student Training

•Staff Training/PD

•Online Training

Maintenance Phase

Warranty Options

•Onsite Next Business Day Response Warranty

•Swap & Go Warranty

Hotswap Units

Onsite Full Time or Part Time Technican

Network Maintenance

•Onsite Support

•Remote Support

Insurance Repairs

Service Level Reporting

Annual Health Check

& Re-imaging

DeCommissioning Phase

Re-image and

Sell/Gift to student

Refurbish, Clean, Sanitise, Sell

Recycle: Environmentally Friendly Disposal

BES IT Systems: 1 to 1 Program Management Overview

Appendix A

Managed Service Level 1




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1 ENGAGEMENT PHASE

Choosing the right Service Provider to assist your school in the Planning, Deployment, Maintenance and Decommissioning Phases of a 1 to 1 Program will determine the effectiveness and ultimately the success of the Program at your school.

1.1 BES IT Systems: Your Local Supplier

Established in 1988, BES IT Systems has become a leader in the supply of computer hardware, software and services to the Education Market in South East Queensland. BES IT Systems has been listed in the Queensland Top 400 privately owned companies for 18 years. Being locally owned and operated, we are able to move quickly and are very flexible in meeting our customers’ requirements. We have made strategic alliances with a select group of vendors who compliment BES IT Systems in the way we support our customers. BES IT Systems is dedicated to the continued development of IT solutions in the Queensland Education Market. We work closely with our customers to provide the expertise, service and support required to achieve their 1 to 1 vision. Most importantly, we understand the unique environment, issues and budgetary requirements of the Education Market. In addition to the requirements for a 1 to 1 Program, BES IT Systems delivers a comprehensive range of hardware, software and services to enable us to take care of all your IT needs.

1.2 Dedicated Account Manager

BES IT Systems provides a single point of contact/Account Manager for your School. Your Account Manager will regularly review warranty and insurance repairs, hotswap requirements and meet with your school’s 1 to 1 team to ensure Service Level Agreements (SLA’s) are met. Taking into consideration the preferences of your School, your Account Manager will work with your IT Team to plan and manage an effective deployment process and ongoing management of your 1 to 1 Program. Your Account Manager will also be able to assist you with all your school’s IT needs from audio visual installation, wired and wireless network design and upgrades, storage solutions and much more. Working with your IT Team, your Account Manager will assist your school in:

Identification and Documentation of Key Milestones

Identification and Documentation of Key Requirements

Identification and Documentation of SLA and Expectations


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2 ENVIRONMENTAL REVIEW

To support large scale deployments of notebooks into your school, you may be required to manage a significant upgrade to the supporting infrastructure. Schools need to carefully evaluate the preferred notebook, performance/usage requirements and expectations to determine the impact on the schools network. BES IT Systems’ team of qualified IT professionals can review your current infrastructure and provide recommendations and solutions as well as providing hardware and installation services for upgrades to meet your 1 to 1 vision.

2.1 Wired Network

Queensland schools are heavily regulated on the upgrade and installation of cabling infrastructure. The BES IT Systems team of installers are qualified for cabling installations in State, Catholic and Private schools in Queensland.

2.2 Server Review

A clear understanding of the current server environment is essential in planning for your 1 to 1 Program requirements. Our dedicated team of IT professionals can provide a review and recommendation for upgrades and maintenance of your current hardware fleet to ensure you have capacity to meet your schools 1 to 1 needs. Key areas for review include:

Capacity/Storage

Performance

Warranty

Backups

UPS

Alternate Solutions: Offsite Backup, Hosting etc.

2.3 Switching Review

When considering your switching environment and the capacity required for managing your 1 to 1 Program there are three functional divisions to be considered.

Core Switches

Distribution

Edge/Access Switching

2.4 Wireless

BES IT Systems partner with leading wireless solution vendors to provide your school with a comprehensive site survey to deliver the best solution for your school, whilst considering current infrastructure to reduce unnecessary costs. Most schools will need to consider a significant wireless upgrade to meet the 1 to 1 vision of staff and students. Wireless enables all spaces within a school – in range of a Wireless Access Point – to become a learning space. Wireless can also increase student access to network


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resources outside of regular class time, during breaks and after school, reducing constraints on timetabling. Integrating a Wireless LAN into the wired network will reduce the number of wired data outlets required in the room. Providing wireless connectivity to areas of the school that can most benefit from this type of access is a sound way to get started. Areas where there can be a number of devices accessing the network such as staff workrooms, the library, designated classrooms and student common room areas are ideal targets. Key items to consider for you school:

Managed vs. Non Managed Solution: Managed Wireless Networks provide significant time savings for your IT team in the ongoing management of your wireless network. If you are considering a small wireless deployment initially, consider installing Access Points that can be included in a future managed network solution.

Onsite Managed vs. Remote Managed Solutions: Managing a wireless network onsite provides your schools with the ability to respond to issues in a timely fashion, however without a technician onsite, a remote solution may be more effective for your school.

2.5 Web Security & Content Filtering

Providing students with an “anywhere, anytime” learning environment will add significant workloads to your schools Web Security and Content Filtering devices. In addition to the impact on your school network, you may also consider the schools responsibility of web security and content filtering when your students take the units home. BES IT Systems partner with Netbox Blue, a leading provider of internet and email security, filtering and management solutions. Netbox Blue provides schools with the tools to protect their network from internal and external threats, control data leakage and ensure staff and students use the internet productively. Netbox Blue also provides a hardware or software solution for home use – providing security and peace of mind for parents.

2.6 School Intranet

Once the notebooks have been deployed, providing a centralised communication tool for students, teachers, staff, P&F/committees and parents will assist in the accelerated uptake and usage of the notebooks in the classroom and across your campus.

2.6.1 Powerhouse Campus

Powerhouse Campus is an exciting new web platform designed specifically for both primary and secondary schools. The web-based school intranet provides:

Online access to curriculum resources, newsletters, reports, calendars

Personal pages for students, teachers, coaches, administrators and parents

Secure access from school and home Online forums and personal document repositories

Most importantly, this Brisbane based Australian owned software is easy to use and provides a centralised solution for all your school’s communication needs. Speak to us about a free trial today.


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3 PRODUCT SELECTION PHASE

The choice of notebook, accessories and software will impact on the success of any Notebook Program. Our experience in State and Private Schools across South East Queensland provides a clear outline of the hardware and serviceability requirements of the chosen notebook. These requirements include:

3.1 Notebook Specification

When choosing a model that will suit the needs of the students, we recommend the school consider the following:

Weight: Notebooks below 2kg. As students will be carrying the notebooks in addition to other texts, weight should be a serious consideration.

Battery Life: Eliminating the need to charge batteries once or twice a day will reduce downtime and electrical and storage costs to your school.

Wireless Capabilities: Minimum of 802.11 g/N wireless

Screen Size: 11.6”, 13.3” and 14.1” notebooks are now available at less than 2kg.

Processor Performance: To meet the requirement for everyday student usage

3.2 Model Serviceability

BES IT Systems takes into consideration serviceability, including parts, labour and turnaround when recommending a notebook model for a Student Notebook Program.

3.3 Consignment & Spare Parts

The models of notebooks recommended are premium notebooks supplied to the Education and Government market in Australia. This ensures high availability of spare parts based on volume sales, extended life cycles and product consistency. To further minimise downtime to students, BES IT Systems recommends your school manages a small percentage of units onsite. Industry standard is 2%, however each school is different. This will need to be monitored and managed throughout the program.

3.4 Warranty Resolution Time/Service Job Handling

BES IT Systems will provide a response to a warranty job logged for repair online or via phone within 24 hours. BES IT Systems provides a range of options for Technical Support. These can be further customised to meet the needs of your staff and students. It is our ultimate aim to minimise the administrative workload of your team, and turnaround time on warranty and insurance claims.

Online: Via this web portal your team will be able to log all warranty and non warranty jobs relating to the Notebooks purchased as part of the Student Notebook Program. Online registration of warranty and non warranty jobs provide a convenient and time saving solution.


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Onsite Technician: The option of either a full or part time technician to be based onsite to process hardware issues relating to the notebook program is available. This technician will also assist with the BES Return Authority for warranty claims and arranging for the collection and return of all warranty and non warranty parts. They will be responsible for all insurance claims from the claim being lodged through to completion. The onsite technician will be responsible for managing all Notebook and Desktop warranty/non warranty repairs (Acer, HP, Lenovo, Dell and Apple).

3.5 Evaluation Units

BES IT Systems will provide a notebook or notebooks for thorough testing and evaluation at your school. This will enable your IT team to test:

School Image

Build/Durability

Performance

Size and Weight

3.6 Software

Depending on the final design of your 1 to 1 Notebook Program, you will need to consider if school owned or student owned software/licenses is the most cost effective solution. BES IT Systems can provide Education and Student pricing on a range of software.

3.7 Power Management

Power management for your 1 to 1 Notebook Program will require serious consideration, and will be determined largely by the notebook chosen by your school. The new Ultra Low Voltage (ULV) range of notebooks deliver a significant increase in battery life (8 hours +), however these will still require a power management plan. There are a wide range of power management options available, BES IT Systems will be able to recommend an option to best suit you program and budget. Some of the options include:

Bulk Battery Chargers: These chargers enable your IT Team to charge up to 10 batteries in 1 charging unit, eliminating the need to charge batteries in the notebook which can be cumbersome and time consuming. These are a cost effective solution that require limited space and effort on behalf of your IT team.

Locker Chargers: There is a range of secure charging options available to enable students to individually charge their notebooks.

Charging Bays: Bulk Charging Bays or Trolleys may provide the best

solution for your school.

GPO’s: Installation of additional Power Points or GPO’s in classrooms or common rooms may be required to meet the power needs of the notebook chosen for your school.


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Home Only Solutions: Your school may choose not to provide charging solutions at school, choosing to defer responsibility to the student to charge their unit at home. BES IT Systems would recommend this option be combined with “Bulk Battery Chargers” to minimise downtime for students when student responsibilities are not adhered to.

3.8 Hardware Security

Securing the notebook asset at school, in transit and at home should not be overlooked.

3.8.1 Computrace

Imbedded into the firmware of your notebook, Computrace provides 2 solutions to Manage, Track and Recover lost or stolen notebooks. Deployed across the NSW DEET Netbook solution, Computrace acts as a deterrent to theft or notebook ‘loss’ as the unit can easily be tracked and remotely destroyed.

Absolute Track: Monitors and manages notebooks through the easy to use online Absolute Customer Centre. Locates and Traces (via Google Maps) all notebooks for easy identification and locations of assets.

Computrace One: Monitors and manages notebooks through the easy to use online Absolute Customer Centre. In the event of loss or theft, can remotely delete all sensitive information and generate reports to prove your compliance with government and corporate regulations. Report the theft and you will engage the Absolute Theft Recovery Team who will work with local law enforcement to recover your property.

3.8.2 Storage Solutions

BES IT Systems have a range of storage solutions. Providing a secure location for storage during the day when the devices are not in use is essential in reducing theft and damage to notebooks. This may be a secure room, lockers, charging bays or trolleys.

3.9 Accessories

There is a wide range of accessories that require consideration for your 1 to 1 Notebook Program. BES IT Systems is pleased to provide recommendations, suggestions and pricing on all your requirements. Register and buy online at BESonline.com.au for the best price (reserved for Education customers) on our entire range of hardware and accessories.

3.9.1 Tekskins

A popular choice for schools in Australia, a “Tekskin” is a vinyl sticker that is attached to the top cover of the notebook. The Tekskin helps to reduce the damage caused by the constant use of the product over the 3 or 4 years it is in the hands of a student. The vinyl sticker can be customised with the school logo, barcode, the students name/number or if you want to encourage ownership, the sticker can be personalised using a design provided by the student.


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These can be installed onto the notebooks prior to deployment to further minimise the workload of your IT Team. For more information on the range available, please visit: http://www.tekskin.com.au/

3.9.2 Bags

BES IT Systems can provide recommendations and units for your evaluation. A comprehensive range of satchels, backpacks, slip cases and hard cases is available, so you can select a product designed to suit the particular environment, needs and budget of your school. To streamline the deployment process and reduce rubbish onsite, BES IT Systems can deploy notebooks in the chosen bags directly to the school. We can also arrange embroidery or print of school name and logo on units purchased.

3.9.3 Mice & Other Accessories

BES IT Systems can provide pricing and recommendations on a range of accessories for school or parent purchase. These may include: USB storage, mice, keyboard, bulk battery chargers, LCD Screens, docking stations, 2nd battery or power supplies etc.

3.10 Being Green: Carbon Offsets

BES IT Systems, in conjunction with our Partners are committed to doing our part for the environment. The range of notebooks available are designed and built under strict environment guidelines to minimise their impact on the environment during their lifecycle, including decommissioning. In addition, manufacturers are also offering carbon offsets for much of their range.

http://www.tekskin.com.au/


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4 DEPLOYMENT PHASE

The deployment phase starts after the project team is established and ends once the students have received their devices. BES IT Systems offers a range of different options to your school – all of which may be customised to meet the needs and budget of your 1 to 1 vision. The different deployment services offered to schools for a 1 to 1 Program include:

4.1 Managed Services

BES IT Systems provide 3 levels of Managed Services. These can be further customised to the needs of your school. Please refer to Appendix A for more detail.

4.2 SOE Image Loading

BES IT Systems can image the chosen notebooks with your School’s image prior to deployment. This will provide significant time savings for your IT Team. Should your school require any assistance with the creation of a SOE image, BES IT Systems is also able to assist or manage this for your school.

4.3 Image Management

Day to day management of the school image in a 1 to 1 Notebook Program environment is a time consuming process due to the multiple unmanaged environments that the notebooks encounter. To eliminate these issues, BES IT Systems recommends the implementation of the Image Management/Self Imaging Solution. In the event that software becomes corrupted, the school image can quickly and easily be restored. Most importantly, this process can be managed by the student, providing significant time savings for the IT Team at your school. A self imaging solution is designed to minimise technical support and maximise notebook “up-time” for students. This is achieved by allowing students to easily repair software issues themselves and only seek technical support for hardware issues.

4.4 Asset Tagging

Asset Tags can be attached to the device and the asset number can be inserted into the BIOS of the notebook. The asset tag number can also be printed on a label that appears on the outer carton allowing it to be easily scanned into an asset register or asset management system. Details of all asset tags and serial numbers will be provided on a report to your school.

4.5 Joining the Notebook to the School Domain

Notebooks can be joined to your School Domain prior to shipment to enable a rapid deployment. Eliminating one of the final and time consuming tasks of the deployment process, this will enable your IT Team to deploy the notebooks as soon as they arrive.


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4.6 Insurance Options

BES IT Systems provide a number of Insurance options that are primarily defined by the manufacturer. In our experience, insurance is essential in minimising downtime and expenses in the event of a non warranty issue. Low excess payments and streamlined insurance processes enable BES to provide non warranty and insurance repairs in only a few days. Programs without insurance often incur extended delays for non warranty issues as end users may struggle to fund repairs.

4.7 Deployment to Students

BES IT Systems Deployment Services are designed to provide students and staff with the information and training they require to take responsibility and care for their notebooks. Many of these services are provided at no charge. Your Account Manager will work with your IT Team to design a Deployment Program to best fit your school. A successful deployment to students creates ownership and gains recognition of roles and responsibilities by students. Without acknowledgement of responsibilities, a 1 to 1 Program will be plagued by an unusually high rate of non warranty, software and user related issues.

4.7.1 School SLA Agreements

BES IT Systems recommend that every school provides a written agreement to individual students/parents before or as each machine is deployed. Customised to your schools requirements, these must cover care and usage policies (including Battery usage and charging), student responsibilities, insurance, and outline the SLA between the School and student.

4.7.2 Onsite Student Training – Notebook Care & Responsibility

BES IT Systems can assist with student training (and documentation) during the deployment process. We recommend the following is included in student training:

Image Management/ Self Imaging

Warranty vs. Non Warranty Repairs

Insurance Claims

Notebook Care & Student Responsibilities

Common causes for damage to notebooks and how to avoid them It is important that students are aware of the correct usage and care instruction of their device to reduce the incidence of accidental damage. Your Account Manager will work with your IT Team to implement a plan for student training.


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4.7.3 Staff Training/PD

BES IT Systems can provide onsite training and documentation for staff on the notebook chosen, in addition to the onsite student training. This will provide staff with the knowledge and confidence they need to use the notebooks in their classroom. Topics covered will be discussed with your IT Team; however BES recommends the following topics:

Image Management/ Self Imaging

General Notebook Care / Student Responsibilities

Common causes for damage to notebooks

Overcoming common software issues Ensuring staff are confident with the hardware choice for your 1 to 1 Notebook Program will assist in streamlining the integration of the units into your curriculum and reaching your schools ultimate 1 to 1 vision.

4.7.4 Online Training

BES IT Systems in partnership with some manufacturers can provide online “Care and Usage” training and exams for students at the point of handover. The results of the on-line based training can be provided in a report that can be used to measure or reward the students after it is completed. Online training on notebook care and responsibility is an effective means to train students (and teachers) and ensure they have a thorough understanding of their responsibilities. The “Care and Usage” training also includes the correct way to condition the battery before first use and how to maximise the battery’s useable life.


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5 MAINTENANCE PHASE

BES IT Systems provides a range of service and support options for the ongoing maintenance of your 1 to 1 Notebook Program. These are designed to deliver maximum “up time” for your students, while minimising workloads for your IT Team.

5.1 Notebook Warranty Options

BES IT Systems in conjunction with the notebook manufacturer of your choice provides 2 primary warranty options for the notebook chosen for your 1 to 1 Notebook Program.

5.1.1 Onsite Next Business Day

BES IT Systems will provide a response to a warranty job logged for repair online or via phone within 24 hours.

5.1.2 Warranty: Swap & Go (Acer Only Offering)

As the name suggests, Swap & Go is a new and efficient Notebook exchange program allowing the smooth transition between a defective machine and its replacement. How does it work? If 100 units or more are installed at one site then a buffer pool of Instant Swap Notebooks are provided as part of the program. Therefore the Swap unit is available almost INSTANTLY. What are the advantages? Swap & Go offers the following advantages compared to a standard warranty service:

A true meaningful SLA (Service Level Agreement).

A Swap & Go PLUS buffer calculated on turnaround time, ensuring that Instant Swap is always available.

A Swap available to all defective units under this program.

Swap & Go offered to sites with 100+ units installed.

Effective minimisation of downtime.

Ensured data security and retention.

Lower risks and peace of mind.

Elimination of Diagnostics errors & spare parts issues.

5.2 Hotswap Units

To further minimise downtime to students, BES IT Systems recommends your school manages a small percentage of Hotswap units onsite. Industry standard is 2%, however each school is different. This will need to be monitored and managed throughout the program. Depending on your school’s final choice of Notebook, BES IT Systems will provide a 2% HotSwap buffer onsite for site managing 100 or more notebooks.


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5.3 Onsite Full Time or Part Time Technician

BES IT Systems can provide a technician based on site for processing issues relating to the notebook program. This person will also be available for working with the BES IT Systems Service Department for warranty claims on other products (Acer, HP, Dell, Apple & Lenovo Warranty and Non Warranty Claims, Projectors, Notebook Trolleys, IWB’s, Servers etc.). The technician will be the first point of call for the student where the technician will diagnose the issue and address it accordingly (warranty job or insurance claim). Depending on the requirements of your school and the number of devices onsite, a technician can be part or full time.

5.4 Network Maintenance

BES IT Systems provide a range of network maintenance services flexible to the needs of your school.

5.4.1 Onsite Maintenance & Support

BES IT Systems has a team of qualified technicians who are experienced in the unique environments of State, Catholic and Private Schools. Working with your school’s IT team, our technicians will ensure that your schools network runs efficiently at all times. Working together, we can ensure your schools IT infrastructure is effective and running at optimum capacity, allowing for early identification of issues, while meeting the needs of your school into the future.

5.4.2 Remote Maintenance

For those schools outside the BES IT Systems region, we also provide a comprehensive Remote Maintenance Service with the option of scheduled site visits or emergency response site visits if required. Via dial-in services, our technician will maintain the schools network, perform regular health checks, test backup and liaise with an onsite contact if required. Regular reporting will be provided and visits can be arranged for more complex tasks as required.

5.5 Insurance Repairs

While the Technician Support options taken by your school will determine the exact procedure, the general outline will be as follows: Student/Parents will complete a claim form and return the form to the school including relevant excess payment. Once BES IT Systems receipts both the form and payment, the laptop will either be repaired or replaced with a like model until the end of life of that model. The insurance job status will be able to be tracked through our online portal similar to a warranty repair. This will give an accurate reporting method. Our current proven method for a speedy resolution on insurance will be our continued model.


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5.6 Service Level Reporting

BES IT Systems can provide your school with quarterly reviews of service performance and response. These details in conjunction with feedback from your schools IT Team will enable BES IT Systems and your School to fine tune any response or repair requirements. This also allows BES IT Systems to update your IT Team on any changes or make recommendations that may improve the service to your school.

5.7 Annual Health Checks

BES IT Systems recommends that the units are returned to a central location for a hardware health check or review annually to ensure the devices are properly maintained. BES IT Systems will check for major or minor damage and provide a report showing the necessary and optional repairs completed or recommended for each unit. This service will be provided at your school. This process also provides the school IT department with an opportunity to re-image the device with updated or additional software (BES IT Systems can also re-image the notebooks as an additional service if required).


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6 DECOMMISSIONING PHASE

The volume of devices your School is considering for deployment of a 1 to 1 Program may have a significant effect on your current decommissioning processes. Choosing low impact disposal or gift/sale to students at the end of the notebooks life is a time consuming process and is often an unexpected expense. BES IT Systems provides a range of services to best meet the needs of your school.

6.1 Reimage and Gift/Sell to Students

Many schools choose to sell or gift the notebooks to the user at the end of the notebooks life (3 or 4 years). BES IT Systems is able to provide a service to refurbish the notebook, clean and sanitise the hard drive and return the notebooks to the original factory default image so the unit can be gifted or sold to the student when they leave school. Depending on your school policy, BES IT Systems can provide this service directly to your school, or liaise with the user/student directly.

6.2 Refurbish, Clean, Sanitise, Sell

At the end of the 3 or 4 year deployment, the student device will probably still have some commercial value. BES IT Systems provides a service that refurbishes the notebook, clean and sanitises the hard drive and returns the notebook to the original factory default image so the unit’s resale value can be maximised. The net financial return can be provided back to the school in the form of additional services, product or funds for the school.

6.3 Recycle

Minimise the impact of your IT hardware on the environment through a "Take Back Program". BES IT Systems will return your unwanted hardware to an authorised recycler where you can nominate to have your PC, Notebook or LCD dismantled for recycling. If you choose this option, the recycler will have the items dismantled and recyclable components such as plastics and metals melted down and reused in other items such as cars, furniture and even into other IT equipment. Why should your school choose to have old equipment recycled?

Unwanted IT equipment will find its way to landfill. With a Take Back Program as little as 2% of an item will go to landfill if the recycle option is chosen.

Unwanted equipment will not contaminate the earth.

You can rest easy knowing you are actively doing your part for the environment.

Reduction of carbon emissions - recycling materials consumes less energy than creating the materials from scratch.

By recycling you will help save the world's scarce natural resources.


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Appendix A Managed Services

A1.1 Managed Services Level 1/ MSL1 (Standard BES Service / No Charge)

Manage Warranty Jobs: BES IT Systems will provide a response to a warranty job logged for repair online or via phone within 24 hours. The standard manufacturer’s notebook warranty for Education provides a 3 or 4 Year Onsite Next Business Day Parts and Labour Warranty. The battery is only covered for 12 months by default; however, we can explore a 3 year warranty on the battery if required.

Web Portal for Managing Warranty Jobs Via a secure school login, your IT Team will be able to log desktop and notebooks warranty and non warranty jobs quickly and easily online.

Deployment to Students: BES IT Systems deployment services are designed to provide students and staff with the information and training they require to take responsibility for their notebooks. Key areas that BES IT Systems can assist your school include:

Onsite Student Training – Notebook Care & Responsibility

Online Training

Provide a scheduled delivery date: BES IT Systems will work with the vendor of choice and relevant courier company to ensure a timely delivery process.

Recommendations for SLA: BES IT Systems will provide recommended SLA’s to be provided to the students and parents.

Optional Extras: School Image Pre-Loaded into Image Management Solution

Deployment of Notebooks in Bags/Satchels, disposal of rubbish

Asset Tagging

Staff Training/PD


Notebook Insurance

Tekskins (including the option for installation prior to deployment)

Annual Health Checks

Decommissioning Solution

Network Reviews and Recommendations

Wireless Site Surveys

Offsite Backup & Disaster Recovery Services

Hosting Services

BES IT Systems

Student Notebook Program Management Overview Page | 19

Student Reimage

BES Managed Service Level 1

Device Issue

WARRANTY

Manufacturer Warranty

Managed by BES

Acer

HP

Lenovo

SERVICES

Scheduled Delivery Date

Deployment Services

Recommendations for SLA’s

Onsite Student Training

Online Training*

BES SLA Reviews

INSURANCE

Claims Managed by BES

SUPPORT

BES Onsite Technician

Part Time/Ad Hoc

Deployment Services

SOE Loading

Your Account Manager

Issue Resolved

Hardware Issue

Job Logged online with BES

Other Services (Optional) School Image Pre-Loaded into Image Management Solution*

Deployment of Notebooks in Bags/Satchels, disposal of rubbish

Asset Tagging

Staff Training/PD


Notebook Insurance

Tekskins (including the option for installation prior to deployment)


Decommissioning Solution




Hosting Services -

* Manufacturer Specific

BES IT Systems


A1.2 Managed Services Level 2: from $99/device/year*

(Inclusive of MSL1 plus below)

Scheduled Onsite Field Service: BES IT Systems can provide scheduled visits by our technician for on site processing of issues relating to the notebook program. This person would also be available for working with the BES IT Systems Service Department for warranty claims on other products (Acer, HP, Dell, Apple & Lenovo Warranty and Non Warranty Claims, Projectors, Notebook Trolleys, IWB’s, Servers etc.). The technician will be the first point of call for the students, diagnosing issues and addressing them accordingly (warranty or non warranty). They will be responsible for all insurance claims from start to finish.

Manage Insurance Jobs: Student/Parents will be required to provide a completed insurance claim form and relevant excess payment. Once BES IT Systems receipts both the form and payment, the notebook will either be repaired or replaced with a like model until end of life of product. The insurance job status will be able to be tracked through a web portal similar to a warranty repair. This will give an accurate reporting method. Our current proven method for a speedy resolution on insurance will be our continued model.


Deployment of Notebooks in Bags/Satchels, and disposal of rubbish

Preloaded School Image in Image Management Solution: BES IT Systems will provide your school with a notebook to build your schools Standard Operating Environment (SOE). The SOE will then be preloaded onto the chosen Image Management Solution prior to deployment

Parent and Student Training: BES IT Systems will run a workshop for both parents/caregivers and students clearly detailing their roles and responsibilities, notebook care and best practices (including Imaging Management/Recovery Training), insurance and warranty claim processes, objectives and the benefits of the 1 to 1 program. BES can provide assistance with the development of your School’s SLA to parents.

Teacher PD: It is essential that teachers receive their laptops prior to the students and receive specialised training on how to integrate laptops into the curriculum. Providing teachers with their own laptops at least three to twelve months before their students is one step towards empowering your teachers.

Teachers may also require assurances that adequate technical support will be made available so that classroom activities are not disrupted due to hardware and software issues. BES IT Systems will facilitate a workshop relevant to teachers which will include familiarising the teacher with the notebook, common issues, notebook care and handling etc. This will empower teachers to manage minor issues in class, minimising downtime for students.

Optional Extras

* Pricing calculated at the minimum annual rate of a 4 year agreement


Hosting Services


Asset Tagging


Notebook Insurance


Tekskins (including the option for installation prior to deployment

BES IT Systems



Deployment Services


Onsite Student & Parent Training

Online Training*

Teacher PD

BES SLA Reviews

Other Services (Optional) - Asset Tagging - Notebook Insurance - Tekskins (including the option for installation prior to deployment) - Annual Health Checks - Network Reviews and Recommendation - Wireless Site Surveys - Offsite Backup & Disaster Recovery Services - Hosting Services -

Student Reimage


Device Issue

WARRANTY


Managed by BES

Acer

HP

Lenovo

Dell

Other

SERVICES

INSURANCE


SUPPORT

BES Onsite Technician

Part Time/ Ad Hoc

Onsite Technician

Deployment Services

Image Management Solution / SOE Loading

Join Notebook to School Domain

Notebooks Deployed in Bags & Disposal of Rubbish


Issue Resolved

Hardware Issue



BES IT Systems


A1.3 Managed Services Level 3: $166/device/year*

(Inclusion of Managed Service Level 1 and 2 plus)

Annual Health Checks BES IT Systems will check for major or minor damage and provide a report showing the necessary and optional repairs completed or recommended for each unit. This service will be provided at your school. This process also provides the school IT department with an opportunity to re-image the device with updated or additional software (BES IT Systems can also re-image the notebooks as an additional service if required).

Decommissioning Solution: Reimage and Gift/Sell to students BES IT Systems is able to provide a service to refurbish the notebook, clean and sanitise the hard drive and return the notebooks to the original factory default image so the unit can be gifted or sold to the student when they leave school. Depending on your school policy, BES IT Systems can provide this service directly to your school, or liaise with the user/student directly.

Tekskins (including the option for installation prior to deployment) A popular choice for schools in Australia, “Tekskins” are a vinyl sticker that is attached to the top cover of the notebook. The Tekskin helps to reduce the damage caused by the constant use of the product over the 3 or 4 years it is in the hands of a student. The vinyl sticker can be customised with the school logo, barcode, the students name/number or if you want to encourage ownership, the sticker can be personalised using a design provided by the student.

Optional Extras Asset Tagging

Notebook Insurance



Hosting Services * Pricing calculated at a minimum annual rate of a 4 year agreement

BES IT Systems


Student Reimage


Device Issue

WARRANTY


Managed by BES

Acer

HP

Lenovo

Dell

Other

SERVICES


Deployment Services


Onsite Student & Parent Training

Online Training*

Teacher PD

BES SLA Reviews


INSURANCE


SUPPORT

BES Onsite Technician Full Time

Onsite Technician

Deployment Services

Image Management Solution / SOE Loading

Join Notebook to School Domain

Notebooks Deployed in Bags & Disposal of Rubbish

Tekskins installed on Notebooks


Issue Resolved

Hardware Issue


Other Services (Optional) Asset Tagging

Notebook Insurance



Hosting Services


Documents

BES IT Systems 1:1 Student Notebook Program