SLA

SCHOOLS ICT 2011/12

1. Introduction



The Schools ICT Unit has successfully provided a wide range of best value

ICT services for Bolton schools for over twenty years. Over this period the

importance of ICT equipment and services has risen dramatically with all

schools now expected to attain the government‟s minimum standards of

workstation/pupil ratios, local and internet electronic communications and

integrated management information systems. To sustain this level of

equipment and systems schools must have access to quality ICT services. In

agreement with schools the Unit has provided its services to subscribing

customers to help secure economy of scale and ensure that all Bolton schools

have access to secure and affordable ICT services. To ensure the Unit‟s

services represent best value, and are accessible to all schools, the Unit

proposes to continue this with schools and work with a range of other Council,

Local Authority (LA) and commercial partners. For 2011-2012 the Unit has

marginally amended its services to respond to current and projected school

needs. The revised services are detailed below.



2. Services

ICT Unit services are offered on a subscriptions basis, each delivering a range

of benefits.



Helpdesk and Consultancy Service

This service includes:



Helpline



The Unit‟s telephone Helpline (01204 332034) is open from Monday - Friday,

8.45 am to 5.00 pm with voicemail facilities for out of hours enquiries. All

customers are entitled to unlimited access to this service which will be staffed

by qualified and experienced ICT practitioners. Helpline staff will endeavour

to resolve as many calls as possible over the phone but if an appropriate

member of staff is not available or for more complex queries the Unit will

either return the call or arrange a support visit to school.

Three days onsite Systems and Hardware consultancy support visits will be

included within the SLA, additional visits will be charged at appropriate rate.

These visits must be booked in advance and are dependent on the availability

of SICTU staff. Systems and Computer maintenance visits are unrestricted to

schools that subscribe to these services.

If the problem requires onsite support, this will be logged on the Unit‟s Service

Desk Management system.

The Unit can also accept support requests via email

contact@sict.bolton.gov.uk or via fax 01204 332235, if these are considered

more appropriate.

The Unit also offers on line support and Frequently Asked Questions (FAQs)

via the website, www.sict.bolton.gov.uk









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Remote Support



In many cases fault resolution can be carried out via remote access. This

speeds up response and remedy times.

In accepting this SLA, schools are authorising the ICT Unit to undertake

remote access to their systems where this is in direct response to a logged

fault call.

If this is not acceptable to a school, then this must be specifically indicated

and an understanding that there may be added delays in fault resolution.

For any non fault maintenance work that requires remote access, the Unit will

seek specific permission before accessing school system.



ICT Procurement Advice



Customers requiring ICT Procurement advice should contact the Unit‟s

Helpline. This service is free to all subscribing customers and will usually

involve a return call by Unit staff. If a school visit is needed this will be

arranged and count as one of the schools free support visits.



Improvement Programme



Each year the Unit, through the department‟s formal consultation process,

agrees an ICT Improvement programme with schools. The research and

development work involved is designed to continuously improve the ICT

equipment and services available to Bolton schools.



Support Groups



Each year the Unit will organise a number of support meetings and workshops

for Bolton schools. These events will range from discussing current ICT

issues, through specific ICT topics, to Improvement programme updates. All

subscribing customers will be invited to these events, as appropriate.



Microsoft Office Support



The Unit will support the currently commonly deployed version of Microsoft

Office. Support will be offered via telephone or via remote support application.

Certain more technical problems, e.g. SIMS reporting related, may require call

back service to allow for adequate investigation.

This service is intended to support ad hoc queries, if high levels of support

calls are raised by a single school, then the Unit reserves the right to withdraw

support and suggest formal training is undertaken.









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SIMS Services:



SIMS standard licence and support

This service includes:



 Annual licence and maintenance of core SIMS .net software, including:

 SEN – STAR – Reporting - Assessment – Examinations Organiser -

Analysis - Profiles – Attendance - Nova T6 – Cover 7 - Options -

Budget Planning - Equipment Register – Personnel 7 –

 Full technical support for all core modules, FMS, AVCO.

 Full functional support direct from ICT Unit for the following modules:

 STAR - Reporting - Attendance

 First line functional support, with Unit liaising between Capita and school:

 Assessment - Analysis – Profiles – Examinations Organiser –

Nova T6 – Options – Cover 7

 Consultancy and advice for schools IMS issues (as part of Helpdesk and

Consultancy on-site support days).

 Training for initial installation or major product upgrades for a fixed number

of staff per school.

 AVCO EDI support, Devon data management, B2B data transfer.





SIMS Secondary School Additional support

The additional support covers:



 Examinations Organiser module

 Nova T6 Timetabling module

 Options module

 Assessment Suite (Assessment, Analysis and Profiles)

 Lesson Monitor module (support service but not licensing)

 Cover 7 module



In combination with this support, six additional onsite consultancy days are

being supplied.

These can be used as required by school against any part of SIMS support

provided by the Unit for: advice and guidance; specific operational support;

local instruction on the use of the above modules; other pre-agreed projects.

The days can be requested whenever school wishes, but delivery will be

dependent on current Unit workloads at time of request, best endeavours will

be made to fulfil request within 7 days.

The onsite support offered under this scheme is intended to supplement

formal training organised by the Unit and should not be seen as a way to

replace this.

As this service is being delivered by the use of external staff, it may be that an

occasion arises where this resource is no longer available. Should this occur,

then the Unit will make best endeavours to replace this resource. If this is not

possible, then recharges will be refunded, relative to the period of service lost.

Terms and conditions of main service level agreement apply.









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SIMS Dinner Money support

This service includes:

 Annual Capita licence for this application

 Technical support for the application

 Functional support for the application

 Liaison between Schools Finance, Audit, Schools Catering and

Schools ICT to ensure appropriate processes and procedures are in

place.



SIMS Primary School Assessment support

This service includes:



Initial Setup Service (when taken as part of SLA)

● Training session for 2 members of staff at Castle Hill (half day) to learn the

basics of the system

● Installation of SICT Unit‟s „Model‟ marksheets to your school‟s SIMS system

● Two half day sessions in your school to configure the marksheets to your

unique requirements.



Annual Support

● Telephone and remote support

● 1 day of on site consultancy per year

● Additional consultancy days at just £150 per day

● Access to new marksheets, tracking grids and reports as they are

developed.









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Hardware Services:



Computer Hire and maintenance

Computer equipment is hired to schools for a period of five years. Each year

the school pays a fixed amount to cover the hire and insurance costs of this

equipment. Every April the School‟s SLA recharge shows the capital value of

this equipment and an “exchange” allowance equal to 15% of this value.

Exchange values may be accrued for up to four years, contact the helpdesk

for details of your current balance. These exchange allowances can be used

to replace old equipment with new to the value of the total exchange value

shown.



However, every time an exchange is carried out (full or part value of the

exchange available) the whole agreement is renewed for a further five

years.



Hired equipment does not belong to the school at any time. Subscribing

customers are entitled to free advice and installation in respect to this

equipment including any insurance claims. Subscription also provides the

Computer Maintenance Scheme detailed below.



Computer Leasing

Using this scheme schools can purchase equipment but defer the total capital

payments across up to 3 financial years. Each year the school pays an

agreed fixed amount to cover the purchase and deferment costs. Once

delivered, ownership of this equipment is with the school and schools should

make their own Insurance arrangements.

If a customer has subscribed to the Computer Hire scheme then any leased

equipment is covered by the Computer Maintenance Scheme below,

otherwise this is an optional chargeable service.



Computer Purchase

The Unit also sells ICT equipment to schools, offering a value for money

procurement service. Once delivered ownership of this equipment is with the

school and again schools should make their own Insurance arrangements.

If a customer has subscribed to the Computer Hire scheme then any

purchased equipment is covered by the Computer Maintenance Scheme

below, otherwise this is an optional chargeable service.



Computer Maintenance Scheme

For schools subscribing to the Computer Hire Scheme, they will automatically

receive this cover for ALL school ICT equipment acquired through the Schools

ICT Unit, whilst this equipment is within the agreed warranty period. They will

also receive free installation on equipment supplied by the Unit.

For schools that are not subscribing to the Computer Hire Scheme, this is an

optional service that is available in two forms:



1) For a fixed install and annual recharge the scheme provides a

comprehensive maintenance service for ALL school ICT equipment acquired

through the Schools ICT Unit, whilst this equipment is within the agreed

warranty period.









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2) Installation and Maintenance can be taken out on individual items, as per

schedule of charges below, whilst this equipment is within the agreed

warranty period.



Where several items are purchased together, then this will be treated as a

project and installations costs discounted appropriately.



Under this scheme subscribing customers will receive appropriate

replacement equipment for PC base units, monitors, standard inkjet and laser

printers, or servers whilst the item is being repaired. Other equipment will be

repaired according to supplier / manufacturer‟s maintenance process, which

may be on-site or return to base without replacement equipment. Annual

recharges for this scheme are based on all secondary schools already

employing at least one school technician and primary, special and nursery

schools having no dedicated technical resource.





Computer Maintenance Scheme Charges

Item Install Maintenance

£pa



Hardware

Network Server 200 500

Desktop Computer 40 50

Laptop/portable computer 40 50

Network Laser printer 60 50

Stand alone Laser printer 40 20

Network Inkjet printer 40 20

Stand alone Inkjet printer 40 20









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Internet Services

The Unit will continue to develop internet services to meet school, LA and

national requirements for broadband service for administrative and curriculum

use.

Working with schools and evaluating technology available, appropriate

solutions will be implemented that balance quality and cost. We will also

develop appropriate guidance and standards documents that will be published

to all schools, identifying roles and responsibilities when using these services.



Internet Service Provision (ISP)

This service has been increased in capacity and is currently facilitated via

Kcom / JANET. Bandwidth usage is monitored to ensure that contention levels

are appropriate, whilst maintaining control on revenue charges. As more

services are delivered via broadband, this will be increased to meet the

demand following appropriate consultation with schools.



Firewall

To ensure security from both external and internal sources, firewall technology

has been implemented. This is in the form of Cisco PIX / WatchGuard

hardware and Microsoft ISA software.



Anti Virus / SPAM filtering

Sophos, an industry standard Anti Virus product, suitable for the curriculum

environment, has been selected for use across Bolton schools. This will be

licensed at levels to cover every workstation and server, whether the

equipment is supplied by the Unit or purchased via another supplier.



Internet Content Filtering

An industry standard application, Bloxx, has been implemented to provide

central internet content filtering and internet usage monitoring. A blanket

minimum central filtering level will be implemented to fulfil BECTA e-safety

requirements and further filtering can be implemented at local level. Policies

regarding filtering and security are being developed in conjunction with school

representatives and will be agreed with appropriate consultation groups.



Email filtering

Two products have been selected to filter internal and external email.

Sophos Pure Message provides anti virus scanning of external email and

filtering of SPAM email.

A second product, ForeFront, provides internal content and anti virus filtering.



National Education Network (NEN)

A target of the government‟s Harnessing Technology initiative and associated

funding is to create a National Education Network. Bolton is implementing this

as part of our partnership with the North West Learning Grid (NWLG). Data

connection is now in place between Bolton and NWLG to form a regional

network which is now offering services. Data connection between NWLG and

the NEN backbone has recently been installed and work is underway to

develop services to be delivered over this network.



Web hosting / DNS hosting / Proxy Caching

These facilities are delivered as part of the central services hosted on the core

servers.



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Email

Email services are provided via the Outlook Web Access / Microsoft

Exchange application. These products offer a range of functionality to cover

curriculum to administrative requirements.



Broadband connectivity

This service is to be delivered via an external supplier, Kcom. This has been

procured as a managed service under a five year BMBC corporate contract

starting from 2005. The service will include provision of 10Mb bandwidth to

schools via wireless networking technology. Where wireless is not possible,

cabled connections will be used.





Remote Access Service

This service provides subscribing customers with the facility to remotely

access school resources using a web browser. The service is secured using

two factor authentication via a user allocated key fob token.





Video Conferencing Services

This service provides supported gateway service to allow subscribing schools

to videoconference with other Bolton schools and externally with other internet

enabled videoconferencing partners.





Remote Backup Service

This is an additional buy back service provided to schools, previously funded

via harnessing technology grants.

This service uses the RBUSS application to backup school data across the

Wide Area Network into a secure central offsite storage area.

The service covers up to 100Gb of data storage, including SIMS database,

additional storage is available at extra cost.





Added Value Services

The following additional ICT services are available on a recharge basis:

 Training

 ICT Technicians (for tasks not covered by existing subscription)

 Advice and consultancy (for tasks not covered by existing subscription)









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Onsite Technician service

This service provides subscribing schools with an onsite technician for an

agreed frequency, to provide local administrative tasks and support.



Times and Working Hours:



On Site Technicians (OST) are contracted to work 3.5 hours per school half-

day, fitting into the school's working day where possible.



OST PRIMARY DUTIES:



Server Admin:

The Server is at the heart of the school network and its healthy operation is

vital to the smooth running of the ICT environment. As a matter of priority, the

OST should spend at least 30 minutes per session paying particular attention

to the server, checking Backups, Antivirus, DriveSpace and Error Reporting.

Basic Server Admin procedures are:



• Check Backup is running smoothly

• Check Event Logs and act upon information reported

• Check Services, Internet and Email

• Check Sophos AV, Enterprise Manager update and antivirus across the

network

• Check server software has latest security/critical update patches

applied

• Monitor and Manage DriveSpace usage

• Refer any major server issues or potential problems to the Schools ICT

Unit (SICTU) consultants or calls team.

• Maintain users (including adding users/modifying users/passwords,

configuring access to folders etc)

• Maintain network overview and assist with school inventory



Client Management:

Install/remove curriculum, admin and third party software on request

Clean and maintain printers

Resolve software, hardware and driver issues

Build images

Manage HardDrives

Maintain general PC health

Provide technical help and advice to staff/pupils as required

Perform R&D testing of a nature beneficial to the school and/or smooth

running of the network

Help to maintain a tidy store area of applications, drivers, manuals and

hardware

Help to arrange kit exchanges and ICT purchases, liaising with SICTU as

required



Third Party Kit & Other Duties:

Third-party hardware will be supported at the school‟s request, where there is

no other technical support in existence. It must be noted however, that any

such maintenance is carried out on a „best-efforts‟ basis and at the school's

discretion. The OST will advise as to cost/risk beforehand.







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On Arrival:

As soon as is reasonably possible, the OST should liaise with the ICT Co-

ordinator (ITCO) and/or Head if necessary. All OST schools should have a

Schools ICT Unit Fault Logging Pack in which staff can note any faults,

problems or IT issues. Our experience has proven that this logbook is best

kept in the staffroom, as it is the most central and accessible area for school

staff members. If it is feasible, the OST and ITCO should go through the

logbook together, prioritising the jobs accordingly, (although this task can be

done in advance by the ITCO as long as priority is clearly indicated). The OST

will then complete/investigate tasks as listed, noting down details of further

issues and solutions for future reference.



OST and the Calls System:

The OST is not a replacement for the calls system. The School should

continue to log faults with SICTU equipment as usual, recording faults in the

SICTU Fault Logging Pack. The OST is better utilised to remedy issues which

cannot be dealt with on calls – e.g. : third party equipment, user and group

access, classroom software, whiteboards etc. The OST may also log calls if

they feel it necessary. The development of a close working relationship

between the OST and ITCO will soon iron out any potential areas of confusion

and guarantee the best all-round service for the school.



Subscription details:

To allow the SICTU to calculate and employ staff to specifically deliver this

service, agreements are required to define schools subscription commitment

to this service.

Schools initial subscription must be for a period of two years.

Once this initial two year period has concluded, subscription is then renewed

on an annual basis.

Should a school wish to terminate at the end of the initial two year

subscription or end of further annual subscription, then the SICTU require a

full term's notice period.

Should a school wish to amend their subscription, increase or decrease hours,

then again the SICTU require a full term's notice period, but would try to

accommodate changes sooner wherever possible.

New subscriptions are dependent on current available capacity within the

Onsite Schools team. Should there be no capacity, then the Unit will setup a

waiting list and actively seek ways of delivering schools' requirements.

Recharges will be made retrospectively each term for actual days service

delivered.



Service Development:

An annual service development review will be undertaken to include changes

required by schools, SICTU and department.

Recharges for the service will be reviewed annually in line with the SICTU

main Service Level Agreement, this will involve consultation with schools and

will take into account changes identified in service development review.



Technician Assignment:

Should the assigned technician be unavailable due to sickness etc, then the

SICTU will make best endeavours to cover or reschedule the session, but this

cannot be guaranteed. If a session cannot be delivered, then no charge is

made.



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To try and ensure continuity of service, a regular technician will be assigned to

a school.

However it may be necessary for SICTU to change the assignment of its staff

to facilitate staff development and help manage staffing changes within the

team.

SICTU will also change staff assignment at the request of school, should

capacity within the team allow.



Reporting Complaints/Issues:

In first instance discuss with On-site Technician.

Should this not resolve issue, escalate as follows:

1st On-Site Team Leader – Martin Whittle

2nd Operations Manager – John Entwistle

3rd Schools ICT Unit Manager – Sam Stoneley









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3. RESOURCES AND PRACTICAL ISSUES – what schools can expect from the

service



Resources and delivery



The Unit employs professionally qualified staff with many years experience of

working with colleagues in Schools. The Unit Manager, Systems team,

Technical consultants and Support team are located at the Castle Hill Centre

whilst most of the Technical team are located at the Swan Centre, off Swan

Lane. Services are delivered from both these sites and in schools. The Unit

operates a development policy to ensure that all staff maintain their

professional and operational skills and are up to date with local and national

initiatives. All staff are committed to customer care and are covered by the

Council‟s liability insurance. All new employees are appointed through the

Council‟s recruitment procedures which includes enhanced clearance from the

Criminal Records Bureau. (CRB)



All Unit services will be delivered in accordance with the SLA and the Unit will

monitor its performance through indicators based on the Unit standards set

out below. During the year the Unit will also carry out customer satisfaction

monitoring. Unit services and performance will be regularly discussed with

the appropriate school consultation groups.



In summary the ICT Unit will:



 Deliver services in line with SLA terms and standards.

 Through the Department‟s formal procedures consult with schools on

all Improvement programmes, strategies and SLA issues.

 The Unit will communicate all projects, maintenance work etc with

schools, giving adequate prior notice. This communication will primarily

be via email and Unit website. www.sict.bolton.gov.uk

 The ICT Unit will provide advice and guidance around hardware,

systems and funding issues to assist schools with their annual and

ongoing ICT development planning.

 Appropriate SIMS release notes and guidance will be prepared prior to

any upgrade issued to schools.

 Provide a programme of SIMS training, to be included in annual

training schedule.

 Leased and purchased equipment will be supplied with a three year

manufacturer‟s warranty. This will not include consumables such

as: laptop batteries; drums; toners; tapes; printer maintenance

kits; UPS batteries etc

 Provide guidance on Computer Hire refresh at school's request.

 Communicate planned Internet maintenance schedules to schools,

giving adequate notice and amending planned dates / times where

service disruption is not acceptable, e.g. during OfSTED inspections.





Exceptions

The following are not included as part of the SLA, any remedial works

involving the Schools ICT Unit will be by exception and be chargeable at

appropriate rates:

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 ICT equipment not supplied through the Schools ICT Unit.

 Work relating to recovering from computer viruses, spyware or

malware.

 Work relating to restoration of mobile equipment, corrupted by use in

non school environment.

 Work relating to systems restore, whether through disk failure or virus

corruption, where appropriate backups have not been kept.

 Consumables.

 Third party software. (Other than specifically specified)

 ICT furniture and electrical systems.

 Work resulting from system and/or equipment problems resulting from

changes made which have not been agreed with the Unit.

 Internal school network cabling and electronics.

 Where fault is caused by third party equipment or supplier.

 Where fault is caused by negligence, mismanagement or acting

contrary to ICT Unit advice.

 FMS and Devon financial interface applications will be supported

directly via the Schools Finance Unit.

 IMS data returns i.e. School Census, will be functionally supported by

Information Management Unit, with ICT Unit offering necessary

technical assistance as required.





The following are exceptions to SLA metrics:

 Helpdesk will be unavailable, covered by voicemail, for one day per

quarter to allow necessary staff development. This will be scheduled

out of term time wherever possible.

 Maintenance services will be scheduled for out of hours wherever

possible, but emergencies may entail service shutdown during normal

working hours.

 Large scale incidents, such as virus outbreak across multiple schools,

will take priority over individual faults and therefore stated response

time may be exceeded.









Partnerships



Besides working in partnership with schools and other LA and council

services, the Unit works in close collaboration with many other groups and

organisations including other Local Authority ICT services, Capita, Fujitsu,

Microsoft, Kcom, Ntl.



Charges



Details of the Unit‟s charges are set out in the Agreement section. Indicative

school SLA recharges will be issued in December, with confirmation

recharges being issued in March (showing trading between January – March),

to commence in April each year. School agreements will be sought in line with

the department process and payments transacted through budget transfer in

July each year. Charges for additional equipment and services will be

transacted by budget transfer immediately following delivery. For cheque





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book schools the Unit will raise an SLA invoice in July each year and for

additional services invoices will be raised following delivery.



Duration



The Agreement is for one year commencing in April. The exceptions to this

are:



 Computer Hire agreements which are for five years (renewed on

exchange).

 Lease agreements which are for three years.

 Onsite Technician scheme is a two year agreement from first

subscription, which requires a term‟s notification of any changes to

levels of service or for termination after the initial two year period.



Once the Agreement is signed off no refunds will be given by the Unit on the

recharges agreed for that year. Signing the agreement is acceptance of the

terms and conditions in this SLA document.



If schools wish to terminate their Computer Hire or lease agreements,

the Unit will charge the school for the full amount outstanding on these

agreements to the end of their agreed term.



Professional Codes and Confidentiality



The Unit is part of the Local Authority and is bound by the rules and standards

set down by the Authority in various policy and guidance documents that may

be amended from time to time. These documents can be made available to

schools on request. Any information gathered as a result of work undertaken

as part of this agreement will not be shared with any third party without the

consent of the school. Any issues related to professional conduct and/or

confidentiality will be raised with the head teacher in the first instance.





Communications - Complaints / Feedback



Communications: Throughout the agreement period, service representatives

and clients will agree a communications process to monitor and review

ongoing progress and to resolve outstanding matters on an informal basis.

Ongoing evaluation processes are in place to ensure we monitor high

standards of service – and views / suggestions on service delivery /

modifications are welcomed.



Complaints: In the unlikely event that, following liaison with the service

provider, your issues remain unsolved and you are still dissatisfied with the

service you have received your complaint in the first instance should be

directed to:-



Strategic Finance, 4th Floor, Paderborn House, Civic Centre, Bolton BL1 1JW

Email: servicestoschools@bolton.gov.uk Tel: 01204 332046



Your complaint will be acknowledged on receipt (within 24 hours for email and

5 calendar days for letters) and we will respond fully / provide an update (if a





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full reply is not possible) within 14 calendar days in line with the Authority‟s

Customer Care Standards.







4. RESOURCES AND PRACTICAL ISSUES – what the service can expect

from schools



To ensure that services are delivered as effectively as possible a number of

school and Unit requirements are identified as part of this SLA.

Failure to comply with these requirements could result in the service or task

not being completed and additional charges being incurred by the school.

If Schools are uncertain about what is expected from them or the Unit they are

invited to discuss what is needed with a member of the Schools ICT Unit.





Schools

 Provide access to school premises as required.

 The Unit has produced and issued a Call Logging Pack, which outlines

the procedures to be followed when raising a fault call. This requires

schools to keep records of maintenance calls, which will be used by

engineer on site. To ensure prompt resolution of fault calls, the

procedures outlined in this pack must be followed. Additional or

replacement copies are available via the helpdesk or departmental

website. In summary, when contacting the Unit Helpline the user will be

required to record and submit the following information:

 School Name

 Name of person logging fault call

 Name of the contact for the call if different

 Asset Number of faulty equipment

 Location of faulty equipment

 Description of fault.

 Ensure internal security and integrity of all school equipment and

systems. This includes applying all security, anti-virus, backup and

other standards advised by the Unit and Audit.

 Provide relevant information on time and allocate sufficient staff time to

allow a service or task to be completed.

 Install and upgrade all software distributed by the Unit within two

weeks.

 Attend all technical workshops and user groups specifically advised by

the Unit.

 Complete and return all surveys requested by the Unit.

 Return SLA documents as per detailed timescales.

 Schools MUST NOT dispose of Computer Hire equipment. (Please

contact the Unit)

 Schools must maintain an up to date inventory of ICT equipment, to

fulfil statutory audit requirements

 Provide a copy of this to the Schools ICT Unit as requested, to allow us

to meet audit requirements regarding asset management

 Schools must notify the Schools ICT Unit when disposing of any

equipment supplied via the Unit

 Where undue levels of support calls indicates training requirement,

schools must undertake to arrange training for staff as advised by Unit.



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 Schools must ensure adequate backup arrangements are in place for

SIMS data.

 Schools must implement upgrades as per ICT Unit guidance.

 Appropriate operating system versions and upgrades will be

implemented as per ICT Unit guidance.

 When planning Computer Hire refresh, all parts of hire estate should be

considered to ensure individual items do not become overly aged.

 Ensure equipment is regularly backed up, especially laptops and

equipment taken off school network

 Ensure anti-virus etc is up to date on equipment taken off network.

 Ensure that when any equipment is taken out of school, e.g. laptop or

pen drive, that data contained on equipment is stored and handled as

per Data Protection guidelines. See Information Management Unit SLA

for further details. Further information can be found by searching for

“data and information security” on My Briefing

 Schools must agree to adopt and deploy policies, procedures and

protocols contained in Information Systems / ICT guidance distributed

by the Local Authority.





5. Agreement



Individual agreements detailing school specific recharges will be issued by the

Schools ICT Unit.



A provisional agreement will be issued December with a final agreement

issued in the new financial year, which will capture all financial transactions to

that point.



Please return these to the Schools ICT Unit.



Please contact the Schools ICT Unit with any queries regarding these

recharges.









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General Terms and Conditions



1. Charges Schedule







SLA Services Primary, Secondary

Special and Schools

Nursery

Schools

£pa £pa



Helpdesk and Consultancy Services £633 £1897

SIMS Standard Services Variable Variable

Additional Secondary SIMS Service N/A £2795

SIMS Dinner Money Service £379 N/A

Primary SIMS Assessment Service TBC N/A

Internet Services £5989 £6786

Remote Access Service Variable N/A

Remote Backup Service £395 N/A

Onsite School Technicians -£ per school £180 N/A

day

Onsite School Technicians -£ per school £90 N/A

half day







Additional Services All Schools



Training (£ per person per day inc. lunch)1 190

Training (£ per person per half day)1 90

Additional Consultancy (hour,1/2day,day) 105/330/600

Additional technician work (hour,1/2day,day) 70/220/400



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Standard internally delivered courses only. Externally delivered or

specialised courses to be individually priced.



2. Dispute & Complaints Please refer to Section 3 within body of

agreement above



3. Termination



Both parties will strive to resolve any problems should they arise regarding the

operation of this agreement in an informal way at a very early stage.



If the school wishes to terminate an ongoing Service Level Agreement

because they are dissatisfied with the service provided, the complaints

procedure should be followed, as detailed in Section 3 of this agreement

above. If the complaint is not resolved to the satisfaction of the school they

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may terminate the service level agreement by giving reasonable notice to the

provider. If applicable, funding will be calculated and reimbursed, however

payments on the agreement will continue for the notice period.









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