SCHOOLS ICT 2011/12
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.
ICT Unit services are offered on a subscriptions basis, each delivering a range
Helpdesk and Consultancy Service
This service includes:
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
email@example.com or via fax 01204 332235, if these are considered
The Unit also offers on line support and Frequently Asked Questions (FAQs)
via the website, www.sict.bolton.gov.uk
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
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.
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.
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.
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
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
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
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.
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
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
● 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
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
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
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.
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.
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
2) Installation and Maintenance can be taken out on individual items, as per
schedule of charges below, whilst this equipment is within the agreed
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
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
The Unit will continue to develop internet services to meet school, LA and
national requirements for broadband service for administrative and curriculum
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.
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.
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
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.
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:
ICT Technicians (for tasks not covered by existing subscription)
Advice and consultancy (for tasks not covered by existing subscription)
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:
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
• Check server software has latest security/critical update patches
• 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
Install/remove curriculum, admin and third party software on request
Clean and maintain printers
Resolve software, hardware and driver issues
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
Help to arrange kit exchanges and ICT purchases, liaising with SICTU as
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.
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.
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
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.
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
To try and ensure continuity of service, a regular technician will be assigned to
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
SICTU will also change staff assignment at the request of school, should
capacity within the team allow.
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
3. RESOURCES AND PRACTICAL ISSUES – what schools can expect from the
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
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.
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
ICT equipment not supplied through the Schools ICT Unit.
Work relating to recovering from computer viruses, spyware or
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.
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
Large scale incidents, such as virus outbreak across multiple schools,
will take priority over individual faults and therefore stated response
time may be exceeded.
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.
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
book schools the Unit will raise an SLA invoice in July each year and for
additional services invoices will be raised following delivery.
The Agreement is for one year commencing in April. The exceptions to this
Computer Hire agreements which are for five years (renewed on
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
Strategic Finance, 4th Floor, Paderborn House, Civic Centre, Bolton BL1 1JW
Email: firstname.lastname@example.org 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
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
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.
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:
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
Attend all technical workshops and user groups specifically advised by
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.
Schools must ensure adequate backup arrangements are in place for
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.
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
Please return these to the Schools ICT Unit.
Please contact the Schools ICT Unit with any queries regarding these
General Terms and Conditions
1. Charges Schedule
SLA Services Primary, Secondary
Special and Schools
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
Onsite School Technicians -£ per school £90 N/A
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
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
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
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.