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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 [email protected]
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
NorthPhil Hodgkiss 01889 [email protected]
WestKaren Salt 01889 [email protected]
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