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Service Level Agreement

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					                2011/12
Service Level Agreement
              Terms & Conditions




                Staffordshire Learning Technologies
                Church Lane
                Hixon
                ST18 0PT
                slt@staffordshire.gov.uk
SLT Service Level Agreement
Terms & Conditions



      General Terms
           Please note that this agreement is invalidated if:
            Accessories are used that have not been approved by the Service Provider
            An incorrect or abnormal electrical or signal lead connection has been applied
            Equipment has been subject to negligence or wilful abuse or misuse. Recovery or re-installation
               resulting from inappropriate user action, malicious damage, hacking, or the use of unauthorised
               or non-recommended software, will be chargeable at current rates
            Equipment has not been used in accordance with manufacturers’ instructions or exceeded
               manufacturers’ capacity guidelines
            Equipment has been exposed to Fire, Theft, Flood, Lightning, Explosion, or Exposure to the
               weather, or other insurable risk
            Service cover will only apply if equipment is economical to repair i.e. cost of repair does not
               exceed the current market value
            County provided machines (Admin Clone servers/PC’s in Primary schools and the Admin file
               server in High schools) should be covered by the school’s insurance. Any claims due to theft,
               damage, etc. should be made through this insurance

           General conditions relating to 3. Curriculum Services and 4. MIS Services

               Staffordshire Learning Technologies reserve the right to attempt to support via remote support.
                The connection to the school network will be recorded and work completed may be chargeable
                as per standard notes and conditions
               Staffordshire Learning Technologies cannot support the installation of unauthorised
                updates/applications onto the supported file servers. Problems encountered may require a
                server rebuild and subsequent re-commissioning at current Staffordshire Learning
                Technologies rates
               Staffordshire Learning Technologies cannot support the creation of multiple network accounts.
                The maximum number of administrators should not exceed 3 (administrator, admin2 and 1
                other). Any problems encountered such as security loopholes may require a server rebuild and
                subsequent re-commissioning at current Staffordshire Learning Technologies rates
               For all network support Staffordshire Learning Technologies would prefer to work to a single
                point of contact within the school (name, e-mail address and direct telephone number). Ideally
                the single point of contact should be directly responsible for the school network. The
                effectiveness of Staffordshire Learning Technologies support may be adversely affected if such
                a person cannot be identified
               Schools should adopt a network security policy, which includes reference to choosing suitably
                complex administrator passwords, regular change of these passwords and includes an
                approved backup policy and strategy. Schools are responsible for ensuring that anti-virus
                software is installed and kept up to date on all PC’s that access the school network. Failure to
                do so may result in the school being disconnected from the Staffordshire Broadband network
                and may result in charges for any necessary work needed to enable their reconnection
               Staffordshire Learning Technologies reserves the right to charge for any support that results
                from the incorrect installation of a workstation or peripheral by non-Staffordshire Learning
                Technologies staff
               Staffordshire Learning Technologies reserves the right to charge for any support work that
                results from school pupils having responsibility for managing the school network
               Schools requesting additional anti virus upgrades on CD-ROM may be charged a nominal fee to
                cover media costs
               Disaster recovery from a virus infection will be chargeable at current rates if a school has not
                subscribed to the Staffordshire Learning Technologies anti-virus service, or has not affected
                the upgrades as recommended by Staffordshire Learning Technologies
               Recovery or re-installation resulting from inappropriate user action, malicious damage,
                hacking, or the use of unauthorised or non-recommended software, will be chargeable at
                current rates
               MS Windows Millennium (ME) and MS Windows XP Home Edition are not supported operating
                systems




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SLT Service Level Agreement
Terms & Conditions


            1. Standard Services
            Customer Relationship Management
            Staffordshire Learning Technologies will assign each school a Customer Relations Manager who will visit
            on a regular basis and can be contacted for any queries schools have about their service provision.

           Consultancy and Advice
            Staffordshire Learning Technologies will provide advice to schools via telephone, e-mail, Intranet, fax or
            visit. Advice will be available over the full range of services that are offered by SLT but we reserve the right
            to charge for these visits if schools repeatedly ask for quotations without placing any orders.

            Procurement Service
            Staffordshire Learning Technologies will always endeavour to offer competitive prices on all purchases.
            If a tender is placed by Staffordshire Learning Technologies on behalf of a school and the school does not
            subsequently place an order with us, a charge of £50 will be made.
            Schools who do not subscribe to a Service Level Agreement may still employ Staffordshire Learning
            Technologies for procurement purposes, for arranging lease agreements and for tendering services but in
            all cases will incur additional administrative charge of 5% of purchase price, but with an upper limit of £500
            per order.
            Staffordshire Learning Technologies will assist schools with the purchase and management of mobile
            phones in line with the County approved contract. Telephone bills will be processed centrally, with monthly
            details being sent to individual establishments.

            Access to an ICT Project Co-ordination Service
            Where schools are undertaking a major ICT project, Staffordshire Learning Technologies will offer a Project
            Co-ordination Service subject to the project meeting the necessary criteria. A 5% charge of the total
            project would be applicable to Secondary Schools. Please contact Staffordshire Learning Technologies for
            further details of this service.

            Service Desk
            The Service Desk will be open between 8.30am and 5.00pm weekdays, except Friday, which will be
            8.30am to 4.30pm. A reduced service will run during school holidays which will be 9.00am to 4.30pm.
            The Service Desk staff will respond to customer enquiries from whatever source using various
            communication routes. These currently include email, telephone, fax, intranet hardware logging.
            Schools that have no SLA cover for a specific element of service and receive support from the Service
            Desk or a service delivery team will be subject to a charge in 15 minute segments at prevailing
            Staffordshire Learning Technologies rates.

            System Security
            Staffordshire Learning Technologies will provide an anti-virus tool for school systems. Upgrades will be
            supplied to schools on a regular basis. This may be dynamically via the Internet or dispatched to schools
            via CD with schools having the responsibility of following supplied instructions to perform the upgrade.
            Schools failing to affect any such upgrade will be liable to additional charges in the case of disaster
            recovery resulting from virus infection.

            ICT Seminars
            Secondary schools are entitled to one free place on our ICT Seminars. Primary schools are allocated two
            places. Further places may be purchased subject to availability. SLT seminars are NOT open to school
            technicians or other staff employed from third party service providers.




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SLT Service Level Agreement
Terms & Conditions

            2. Network Services
            Network Infrastructure Support
            Staffordshire Learning Technologies will maintain the school establishment network infrastructure
            (curriculum and administration), which in the event of major failure will be deemed a ‘high priority’ for
            attention. The cost of any replacement parts will be chargeable. Most Switches and Hubs have a
            lifetime warranty so where this is the case and for installations done by Staffordshire Learning
            Technologies, no charge will be made to the establishment. Staffordshire Learning Technologies will
            only fulfil this element of the contract provided that the network conditions and design are appropriate for
            the working environment and satisfies current Staffordshire Learning Technologies standards of
            installation. Switches, Access points etc. supplied and/or installed by a third party will be looked at on a
            best endeavour basis and may incur additional charges.
            Where an establishment installs additional devices to their network, or applies firmware updates or
            reconfiguration without prior discussion with SLT, and those devices or changes have an adverse effect
            upon network performance or cause network problems or “crashes”, SLT reserve the right to charge for
            any subsequent time taken to investigate, rectify or advise on the rectification of such faults.

            Managed Wireless

            Where an establishment requires a survey for managed wireless systems, initial estimates will be free of
            charge. However there will be a charge levied for full managed wireless quotes since the coverage
            mapping and calculations are a complex and time consuming process. These charges will be based on the
            required coverage area. Where an establishment accepts our final quotes for such works, the cost will be
            included in the final charge; otherwise a separate charge will be made.


            3. Curriculum Services
            Support for RM Networks
            Staffordshire Learning Technologies will endeavour to support all current RM networks. This currently
            includes RM Schoolshare with or without StoreBox, RM Community Connect 3, RM Community Connect 4
            and future versions of RM Community Connect. Support for discontinued networks (RM Connect 2) will be
            on a best endeavour basis only and Staffordshire Learning Technologies recommend that schools migrate
            to RM Community Connect 4.

            For optimum performance schools should maintain a client/server ratio at recommended levels (currently
            100:1 for Community Connect 3 and 4)

            Support for other networks
            Staffordshire Learning Technologies will endeavour to support all current Ranger and Tempus networks.
                               rd
            Support for other 3 party networks will be considered but may be subject to a technical audit and certain
            operational requirements.

            Supported operating systems
            Staffordshire Learning Technologies will endeavour to support the following operating systems.

            Clients
            Microsoft Windows 98 with RM Classmate V4 – best endeavour basis only
            Microsoft Windows 98 with Connect 2 Client – best endeavour basis only
            Microsoft Windows XP Professional with RM Classmate V5
            Microsoft Windows XP Professional with Community Connect 3 Clients
                                                            rd
            Microsoft Windows XP Professional with agreed 3 party clients
            Microsoft Windows Vista Business, Ultimate & Enterprise Edition
            Microsoft Windows 7 – All Editions

            Servers
            RM Storebox
            Microsoft Windows NT Server with RM Connect 2 Management Pack – best endeavour basis only
            Microsoft Windows 2000 Server with RM CC3 Management package – best endeavour basis only
            Microsoft Windows 2003 Server with RM CC3 Management package
            Microsoft Exchange Server with RM CC3 & CC4 integration


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            SLT Central Backup Server with Symantec Veritas backup V11D and above
                                                       rd
            Microsoft Windows 2003 Server with agreed 3 party network management software

            Workstation security
            Support for workstations not using any protection software or adequate security policies may be
            chargeable at current rates.

            Microsoft Exchange
            Support for Exchange Server functionality may be limited to mailbox and calendaring. Other Exchange
            features will be supported on a best endeavour basis only.

            Provision of system hotfixes, service packs and RM Support Online.
            Staffordshire Learning Technologies will liaise with RM to allow all contract holders full access to RM
            Support Online. RM Support Online should be used to download all recommended system hotfixes and
            service packs. Please note that access to this site is restricted to contract holders with Curriculum Support
            contracts only. Schools that use such software without holding an SLA with SLT or RM will be breaking
            licensing conditions.

            Disaster recovery
            Staffordshire Learning Technologies will assist with the re-installation and re-constitution of a file server
            provided that a full systems recovery toolkit is available. The provision and maintenance of such a
            recovery toolkit is the responsibility of the school. A school will incur additional charge if systems have to
            be re-established from fragmented or incomplete recovery toolkits.
            In the case of no systems recovery toolkit, Staffordshire Learning Technologies reserve the right to
            recommend re-commissioning of the network at prevailing rates. Commissioning will be to standard
            Staffordshire Learning Technologies guidelines. The re-installation of User accounts and additional
            network software is not included.

            The systems recovery toolkit should include
                Full set of valid backup tapes made following the recommended standard backup strategy. If
                   differential or incremental backups are used then all tapes belonging to the data set must be
                   available
                Up to date disk drive size and partition information
                Administrator passwords associated with each backup
                Emergency Repair Disk (for Windows NT/2000 servers)
                Automated System Recovery (for Windows 2003 servers)

            Technical Support for peripherals
            Staffordshire Learning Technologies maintain a preferred list of ICT systems peripherals verified to work
            with supported network products.
            Operational and functional queries for non preferred list peripherals will be answered by Staffordshire
            Learning Technologies on a best endeavour basis only.

            Technical Support for curriculum software applications
            Approved curriculum software applications are those from the published Staffordshire Learning
            Technologies preferred list or RM Curriculum Choice list.
            Operational and functional queries for non-approved or unknown applications will be answered by
            Staffordshire Learning Technologies on a best endeavour basis.
            Installation and support of Interactive Whiteboard software packages is covered by Audio Visual Services
            SLA.

            Support of authorised ‘field-trial’ applications/systems in conjunction with Staffordshire Learning
            Technologies support partners
            From time to time Staffordshire Learning Technologies in conjunction with its support partners might invite
            schools to participate in field trials of ICT systems or devices. For schools working with these trials
            Staffordshire Learning Technologies will provide all installation and support that may be required.


            Technicians in Schools Support Service
            General Conditions
            Whilst Staffordshire Learning Technologies provide enhanced technical support for your network, the day-
            to -day management of the school’s curriculum network remains the responsibility of the school.


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            All items of equipment and software covered by the technician support service are subject to a satisfactory
            audit and survey by Staffordshire Learning Technologies staff.

            Strategic changes made must have prior approval from Staffordshire Learning Technologies.

            Staffordshire Learning Technologies will endeavour to ensure that the technician for a school remains
            constant unless that technician leaves or is absent.

            Provision of this service is subject to the availability of a technician for your area. We will endeavour to
            provide a consistent service with the same Technician. However, this is always subject to operational
            constraints.

            A technician service day is 8:30 am to 4:00 pm with a half an hour lunch break but these hours can be
            varied to suit individual requirements.

            Urgent calls should be reported to Staffordshire Learning Technologies Service Desk. Non urgent issues
            should be logged in school and discussed with the technician on their next visit.

            The school is responsible for purchase of printer consumables

            Software licences are the responsibility of the school.

            Installation of essential ICT systems hot-fixes, and security patches
            Any hotfixes for system problems that are released by RM will be applied to the school system. Major
            Service Releases requiring downtime are not practical to install within normal duties and therefore are not
            included as part of the service.

            Liaison with other support partners to assist with the resolution of incidents connected to the
            curriculum ICT systems
            The technician will arrange for any necessary assistance from other support partners to aid the speedy
            resolution of curriculum ICT issues.

            Proactive assistance to help identify and repair potential problems before they cause system
            issues
            The technician will actively monitor the curriculum ICT systems and make recommendations of action that
            should be taken to avert potential future problems.

            Regular preventative checks to ensure that essential systems security functions are fully
            operational (e.g. system backups, anti-virus definitions and disk space)
            The school is responsible for changing the back up tape according to a daily schedule and for secure
            storage of back up media.

            Problem escalation contact name and service review meetings
            The school should follow agreed procedures in reporting problems and requesting changes and in
            escalating any issues relating to those problems or requests.

            Classroom assistance for teachers where ICT is being used
            If there are no outstanding ICT issues then schools may request their technician to assist with lessons
            using ICT; however the technician should under no circumstances be left responsible for the class pupils.


            Network Managed Service
            General conditions
            The principle of this premium level service is that the school transfers the risk of managing the network to
            Staffordshire Learning Technologies. In order to facilitate this Staffordshire Learning Technologies will
            restrict access to the system and remove full Administrator rights from the school.

            All items of equipment and software covered by the network managed service are subject to a satisfactory
            survey by Staffordshire Learning Technologies staff.

            Strategic changes made must have prior approval from Staffordshire Learning Technologies.


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SLT Service Level Agreement
Terms & Conditions

            The school is responsible for purchase of printer consumables, changing those consumables and removing
            printer paper jams.

            Management and technical support of ICT curriculum networks using supported operating systems
            and network devices. The management of the system will be by a named Staffordshire Learning
            Technologies engineer. Use of both remote support and onsite school visits as appropriate.
            Any request for support should be reported to Staffordshire Learning Technologies Service Desk preferably
            by email for non-urgent requests. Urgent requests should be made by telephone.
            Staffordshire Learning Technologies staff will decide if the request can be actioned remotely or needs a
            school visit and will endeavour to satisfy the request to meet agreed targets.

            Daily ICT systems management tasks including user maintenance, desktops configuration and
            printer management
            Service will consist of day to day network management tasks such as configuring users and desktops.
            Allocating access to printers and managing printer credits.

            Operational changes needed to ensure that software applications, printers and peripherals function
            correctly
            Addition of new software applications are subject to necessary integration packs being purchased or MSI
            package being created.

            Application integration service – installation of simple curriculum software applications onto
            supported curriculum ICT systems. Note: Certain applications are more complex and may need to
            be referred to our PAYU Application Integration service
            Applications not part of Staffordshire Learning Technologies Preferred List or RM’s Curriculum Choice list
            will be installed on a best endeavour basis only.
            Software licences are always the responsibility of the school.
            Applications media must be supplied by the school.

            Supply and installation of essential ICT systems hot-fixes, security patches and service releases.
            Essential hotfixes, security patches and service releases released by RM will be applied to the school
            system if required.

            Liaison with other support partners to assist with the management of incidents connected to the
            curriculum ICT systems
            Engineers will arrange for any necessary assistance from other support partners to aid the speedy
            resolution of curriculum ICT issues.

            Proactive assistance to help identify and repair potential problems before they cause system
            issues
            The technician will actively monitor the curriculum ICT systems and make recommendations of action that
            should be taken to avert potential future problems.

            Daily preventative maintenance checks of backups, anti-virus software and disk space
            The school is responsible for changing the back up tape according to a daily schedule and for secure
            storage of back up media.

            Problem escalation contact name and service review meetings
            Regular service review meetings will be scheduled by Staffordshire Learning Technologies. Any service
            related issues can also be escalated and a contact name will be provided.




 7                                                                               SLA Terms & Conditions 2011/12
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            4. MIS Services
            Support for schools’ Information Management systems (SIMS)
            Telephone calls, remote access to systems and school visits will be employed to support and develop the
            use of School Information Management Systems (SIMS) Modules and associated applications. Please note
            that disaster recovery through rebuilding files from out-of-date backups will be chargeable. In such
            instances, rebuilding a complete data set cannot be guaranteed.

            Software support for the file server, main PC and approved workstations used for administrative
            purposes
            Staffordshire Learning Technologies will assist schools in keeping the fileserver or main PC used for their
            Administration systems functioning effectively and in conjunction with any workstations and peripheral
            devices that may be attached.
            If workstation hardware is of an inadequate specification (less than Pentium 4 1.8 GHz and 1GB RAM
            minimum), then support will be chargeable at current hourly rates.

            For Windows 7 or Vista workstations a minimum of 2GB RAM is recommended. For newer modules, for
            performance, Quad Core 2GHz processor and 2GB RAM are recommended.

            Please note SIMS is NOT supported on Windows 2000 workstations.

            SIMS upgrades managed and monitored via SOLUS
            Staffordshire Learning Technologies will maintain and support a system to update Capita SIMS modules
            with relevant needed software updates. SOLUS is available to all schools with a broadband connection.

            Maintenance of Anycomms and Capita SIMS applications licensing (excluding Lesson Monitor)
            All costs relating to Anycomms and SIMS module maintenance and development are included (excluding
            Lesson Monitor).

            System health checks
            Staffordshire Learning Technologies will negotiate with schools suitable times for these checks.

            Backups monitored
            Schools are responsible for daily monitoring of backup logs. SLT will monitor historical logs during system
            health checks to ensure backup process is operating effectively.

            Remote Support
            Staffordshire Learning Technologies will provide a remote support service to enable problem fixes, where
            appropriate, over the broadband network. The target school will be informed prior to any remote system
            access and will initiate this session to enable Staffordshire Learning Technologies to access their school
            system.

            Support for SIMS access from a curriculum station
            Staffordshire Learning Technologies will provide support and maintenance of SIMS access from previously
            installed designated curriculum stations.

            Disaster recovery of an administration file server from valid full backups
            This SLA covers the re-installation and re-constitution of a file server provided that a full and recent backup
            is available. The provision of such a backup is the responsibility of the school. A school will incur an
            additional charge if systems are re-established from fragmented or incomplete data sets, or the school fails
            to affect any anti-virus upgrades provided resulting in the need for disaster recovery from virus infection.


            Software Seminars
            Schools are entitled to two free places on all advertised SLT SIMS Seminars.

            Software support for the operation of approved administration printers and other peripherals
            Staffordshire Learning Technologies will keep up to date with new peripheral devices and associated
            software as they become available. It will assist schools to keep peripherals functioning effectively and in
            conjunction with any networks, workstations and file servers to which they may be attached.

            Support for ‘popular’ Microsoft products



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            Operational queries will be answered by Staffordshire Learning Technologies. Functional queries will be
            answered by Staffordshire Learning Technologies on a best endeavor basis. Staffordshire Learning
            Technologies will actively discourage telephone support that is seen as a substitute for attending courses.

            Evaluation and development of a full range of SIMS modules
            All new and upgraded SIMS modules will be evaluated and guidance, training and an implementation plan
            for schools will be developed where appropriate.

            Installation, maintenance and technical support for Staffordshire County Council systems including
            SAP
            Full software and system support, including SAP, will be available for Staffordshire County Council
            developed systems. In some instances support may be sub-contracted to other County Council
            departments and any consequent delays may therefore be beyond the immediate control of Staffordshire
            Learning Technologies.
            School Fund Management

            Technical advice and support relating to School Fund Manager
            Telephone support, consultancy and school visits will be available when required

            Disaster recovery from a full valid back up.
            The SLA will cover the re-installation and re-constitution data provided that a full and recent backup is
            available. The provision of such a backup is the responsibility of the school. A school will incur additional
            charge     if  systems     are    re-established   from    fragmented      or    incomplete     data     sets




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SLT Service Level Agreement
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            5. Hardware Services
               Staffordshire Learning Technologies reserve the right to replace faulty equipment with
                equipment of a similar specification if it cannot be cost effectively repaired
               Staffordshire Learning Technologies can only guarantee support for equipment where suitable
                spares and manufacturers support is available.
               All extended parts agreements negotiated with manufacturers for equipment purchased
                through Staffordshire Learning Technologies are only applicable when hardware cover is
                purchased. A standard one year parts and labour manufacturers warranty will apply outside of
                this agreement.
               Staffordshire Learning Technologies reserve the right to fit reclaimed or refurbished parts in
                equipment where applicable
               Repairs to equipment over 4 years old is held at SLT’s discretion and may incur a nominal
                charge providing it is economical to repair
               Staffordshire Learning Technologies reserve the right to charge for any fault arising from the
                use of third party consumables
               Any user maintenance must be adhered to, according to manufacturers’ service schedules.
                Routine maintenance deemed necessary by manufacturers is chargeable at an hourly rate
               Staffordshire Learning Technologies reserve the right to charge for any fault arising from non
                compliance with the manufacturers’ environmental conditions criteria
               Staffordshire Learning Technologies cannot be held responsible for any data loss due to a
                hardware failure from repairs or maintenance being carried out
               Staffordshire Learning Technologies will attempt, in cases of dire need, to provide a suitable
                loan. This service will be subject to the availability of the loan equipment and the urgency of the
                need
               Second hand computer equipment not approved by Staffordshire Learning Technologies is
                excluded from the agreement. Equipment purchased from untendered suppliers will only be
                accepted within the contract following approval from Staffordshire Learning Technologies
               All items of a consumable nature will be chargeable. This will include laser printer drums,
                fusers, transfer belts, toner, batteries, print heads, etc.
               Repairs carried out by anyone not authorised by the manufacturer or Staffordshire Learning
                Technologies will invalidate this agreement

             Hardware maintenance of file servers up to 4 years old, to include parts and labour
                     The maintenance of file servers and UPS’s will be given high priority, with breakdowns receiving
            attention within 1 working day. Service shall consist of corrective maintenance to equipment and systems,
            and includes the cost of spare parts and labour. Data will be secured where possible or recovered from
            backup media and reinstalled as part of the service. There is a requirement that backups will be current
            and complete, including system state. Partition information, drive letters disk quotas and location of page
            file are all needed to do a complete disaster recovery. Servers running degraded for any length of time can
            be unrecoverable. If these conditions are not met labour may be charged to restore the data.
                     Please note, support for servers over 4 years old can be very expensive. Changes in hardware due
            to unobtainable spares can result in the re-installation of software.
                     As part of this agreement servers must be installed in a suitable operating environment.

            Hardware maintenance of PCs up to 5 years old, to include parts and labour
            Service shall consist of corrective maintenance to equipment and systems and includes the cost of spare
            parts and labour. Service cover will be on PCs up to 5 years old. Generally any PC over 4 years old which
            requires parts totalling over £100 will be deemed uneconomical to repair. If a PC requires an upgrade to
            facilitate a repair any extra parts used will be chargeable.
            Apple equipment is supported on a best endeavour basis, parts and third party labour may be chargeable
            outside of the manufacturer’s warranty.

            Hardware maintenance of monitors, printers, scanners, OMR’s and other peripherals up to 4 years
            old, to include parts and labour
            Service shall consist of corrective maintenance to equipment and includes the cost of spare parts and
            labour. Service cover will be on all approved equipment up to 4 years old.




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SLT Service Level Agreement
Terms & Conditions
            Service will be undertaken on the basis that a printer will not normally exceed the manufacturer's
            recommended duty cycle. Replacement of routine consumable service kits will be charged at the normal
            hourly rate plus parts.
            This agreement covers parts and labour for printers from £80 - £1000.
            Any printers under the purchase price of £80 are considered to be consumable. For hardware failures, a
            visit will be made to assess the problem and viability of repair. If the item requires lengthy inspection or
            spare parts it may be written off. (Manufacturers’ spares are not always available for low cost items).
            The cost of parts will not be covered for printers valued over £1,000 unless this has been agreed at point of
            sale or purchased from Staffordshire Learning Technologies’ preferred list.
            Fax machines, calculators and hand held devices (PDAs, IPAQs etc) are not included in this agreement.

            Hardware maintenance of Laptops up to 4 years old, includes labour, parts are chargeable after the
            manufacturers’ warranty expires
            Service cover will be on all approved laptops up to 4 years old. Service shall consist of corrective
            maintenance to equipment, and includes labour. The cost of parts is not covered under this agreement.
            Please note that laptop batteries are deemed consumables and as such are normally excluded from this
            agreement.
                                                                                                 st
            Please note all Laptops purchased via Staffordshire Learning Technologies (after 1 Jan 2007) had or
            have a three year inclusive parts cover.
            Apple Mac notebooks and Mini books are supported on a best endeavour basis. Parts and third party
            labour may be chargeable outside of the manufacturer’s warranty.




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           6. Audio Visual Services
              Repairs carried out by anyone not authorised by Staffordshire Learning Technologies will
               invalidate this agreement.
              All items of a consumable nature will be chargeable. This will include projector lamps and
               batteries.
              Staffordshire Learning Technologies cannot be held responsible for data loss due to hardware
               failure, repairs or maintenance being carried out.
              Any user maintenance must be adhered to, according to manufacturers’ service schedules.
               Routine maintenance deemed necessary by manufacturers is chargeable at an hourly rate other
               than that specified in this agreement
              Staffordshire Learning Technologies will consider items for repair beyond the specified number
               of years stated within the terms of the contract, subject to spare parts being available and that
               the repair is considered to be cost effective. A charge for parts may be levied
              Staffordshire Learning Technologies reserve the right to request that customers return warranty
               repairs on equipment not purchased through Staffordshire Learning Technologies to the
               original supplier
              Staffordshire Learning Technologies cannot guarantee to be able to repair equipment that is not
               purchased via the AV preferred list, as spares and service information may not be available at
               reasonable cost. Delays in repairs may also occur. This equipment will be repaired on a best
               endeavour basis only
              Second hand equipment is excluded from this agreement
              Portable projectors are now included as part of the service at no additional cost for up to three
               approved projectors for primary schools and up to six approved projectors for high schools.
              Customers who have previously opted out of an SLA option will have to satisfy Staffordshire
               Learning Technologies that equipment is up to standard before they are able to rejoin the
               scheme. Costs may be incurred by the customer to bring the equipment back up to standard
              Low value and sealed items such as power supplies, headphones and interactive whiteboard
               pens are treated as consumable items and are considered as non-repairable


            Interactive Whiteboard & Multimedia Projector Support
            Routine Maintenance
            A minimum of five routine maintenance visits are provided per SLA for fixed classroom multimedia
              projectors and Interactive Whiteboards. The school will be notified of our intended visit date in advance.
              This is not an appointment system merely a courtesy call so that the school are expecting a technician
              on a given day
            Where projectors are located at a height above 2.5 metres form the floor it may not be possible to
              include them in the SLA
            Fixed projectors in school halls may be covered subject to access and a minimum of two routine
              maintenance visits per annum will be provided.
            Reasonable access is required to each system, including access to any security lock keys. Failure to do
              this may result in the visit being lost
            Portable projectors do not have routine maintenance cover. Users should maintain portable projectors
              in line with manufacturer’s guidelines. Staffordshire Learning Technologies will advise on request
            Staffordshire Learning Technologies do not recommend having external sonic alarms fitted to
              projectors. It may not be possible to carry out effective routine maintenance where these have been
              installed
            Routine maintenance on systems not supplied and installed by Staffordshire Learning Technologies will
              be on the basis that Staffordshire Learning Technologies technicians feel that the equipment and
              installation meet our safety standards

            Hardware Support (Systems Supplied and Installed by Staffordshire Learning Technologies)
            Service to consist of corrective and preventative maintenance including parts and labour for Interactive
              Whiteboards and Multimedia Projection systems supplied and installed by Staffordshire Learning
              Technologies up to a maximum of 4 years old (see general terms for support beyond 4 years)
            The agreement covers replacement parts to the value of £300 per system only (£100 for portable
              projectors). This assumes that equipment is economical to repair


 12                                                                              SLA Terms & Conditions 2011/12
SLT Service Level Agreement
Terms & Conditions
              Consumable items such as lamps and batteries will be supplied and fitted at cost
              Cover includes all approved equipment connected to the interactive whiteboard or multimedia projector
               including wiring. Cover does not extend to the PC or laptop driving the projector or interactive
               whiteboard
              It may not be possible to access equipment located above 2.5metres from the floor
              For fixed systems, where equipment has to be taken away for repair, loan equipment will be made
               available subject to availability
              Internal cleaning of projectors and repairs due to overheating will only be carried out where routine
               maintenance has been carried out in accordance with manufacturers guidance
              Only a limited number of projectors are available for loan during internal cleans. Where a loan is not
               available Staffordshire Learning Technologies will endeavour to return your projector within one working
               day
              The fitting of sonic alarms to multimedia projectors may invalidate the warranty and it may not be
               possible to carry out hardware support

            Software Support (Systems Supplied and Installed by Staffordshire Learning Technologies)
            Software support is limited to approved drivers, firmware and proprietary application software to enable
              interactive whiteboards to function. Supported systems are currently Promethean Activstudio v3.* or
              ActivInspire V1.2 or above and Smartboard v10.*
            Software will only be supported if the PC or laptop is of a suitable specification. (See PC minimum
              specifications)
            Staffordshire Learning Technologies will determine whether the software and drivers are best installed
              on the PC’s hard drive or in the case of networked PC’s, the server and appropriate support will be
              provided based on that decision
            Support may initially be provided remotely or via the telephone
            Software upgrades will only be provided when a significant benefit is realised. When running the
              software from a server, upgrades are likely to be available less frequently.
            Software support will only be possible if all required passwords are made available as necessary and
              the PC and Network are performing correctly

            Support for Interactive Whiteboard and Multimedia Projectors Supplied by Others
            Support is offered on a best endeavour basis. It may not be possible for Staffordshire Learning
              Technologies to obtain spares and service information at reasonable cost for equipment supplied by
              others
            It is unlikely that loan equipment will be available for this equipment for technical reasons
            Software upgrades may not be able to be supplied by Staffordshire Learning Technologies
            Software support will only be considered where the software and drivers have been installed correctly
              by the supplier

            Promethean Activote & Expression
            Cover is provided for Activote and Expression systems purchased through the SLT procurement
               process at no extra cost.
            Hardware repair service is limited due to availability of component parts. Faulty voting pods that cannot
               be repaired will be charged at cost for replacement
            Customers are expected to change batteries of individual units before raising a support call
            An annual hardware service and replacement of batteries in all voting pods can be arranged on request.
               A charge for the batteries will be made (96 x AAA Batteries in total per system)
            Software will be supported as per the software support details in this document

            Minimum Recommended PC Hardware Specification for Use with Interactive Whiteboard Systems
            It is recommended that the highest specification PC available is used as the teachers machine driving
              the interactive whiteboard. This PC will determine the speed and reliability of not only the operation of
              the interactive whiteboard but also of the multimedia content delivered to the whole class
            Although laptops can be used to drive interactive whiteboard systems, Staffordshire Learning
              Technologies recommend the use of a permanently sited desktop PC
            The following table shows the minimum specification required to operate the interactive whiteboard
              successfully (Current recommended spec at time of going to press)
            Windows 98 and RM Connect 2.4 are not recommended and can no longer be supported. Current
              recommended software will not work at all on Connect 2.4 and will not work effectively on Windows 98.
              These operating systems should therefore be avoided.




 13                                                                              SLA Terms & Conditions 2011/12
SLT Service Level Agreement
Terms & Conditions
                Microsoft Windows 7, Microsoft Vista Business, Ultimate & Enterprise Editions are currently supported
                 in line with the service offered by the Curriculum ICT Support Team.

               PC/Laptop        Minimum Recommended Spec             Supported Software      Other
               Type

               Standalone       P4 Processor, 512Mb RAM,             Promethean -            May need USB
               Windows XP &     USB Port, 2GB free hard disk         Activstudio 3.* or      to serial
               RM Window        space, DirectX9, Flash Version       ActivInspire V2.* and   adaptor
               box XP           9, Internet Explorer 6.0 or later.   above                   (Keyspan)
                                (Or minimum operating system         Smartboard 10.*
                                specification whichever is
                                greater)

               RM               P4 Processor, 512Mb RAM,             Promethean -            May need USB
               Community        USB Port, 2GB free hard disk         Activstudio 3.* or      to serial
               Connect 3 or 4   space, DirectX9, Flash Version       ActivInspire V2.* and   adaptor
               (CC3 +CC4)       9, Internet Explorer 6.0 or later.   above                   (Keyspan)
                                (Or minimum operating system         Smartboard 10.*
                                specification whichever is
                                greater)


                Please note that reliability issues have been noted when using ACTIVstudio on PC’s that
               have been upgraded from Windows 98 and RM Connect 2.4 to XP based operating systems
                  including CC3. Therefore please avoid using PCs upgraded in this way on Interactive
                                                    Whiteboard Systems.



            General Audio Visual Equipment
                Hardware maintenance for approved general audio visual equipment and systems up to 5 years old
                 including parts and labour. This includes televisions, video recorders, DVD players, hi-fi systems and
                 CD/radio cassette recorders
                Hardware maintenance for approved general AV presentation equipment and systems up to 5 years old
                 including parts and labour. This would include overhead projectors and projection screens
                Hardware support for approved camcorders and digital cameras up to 3 years old including parts and
                 labour up to a value of £50 (assuming the equipment is economical to repair.)
                Hardware support for approved sound reinforcement equipment including amplifiers, microphones,
                 loudspeaker cabinets etc up to 5 years old
                Negotiated hardware support on approved large screen plasma, LCD & LED displays up to 5 years old
                 and support for supported digital signage solutions.
                Negotiated hardware support for induction loops, soundfield systems and other specialist equipment
                 and systems
                Guidance and support in the use of approved AV equipment and systems
                Support for musical instrument backline amplification up to 5 years old on a best endeavour basis. A
                 charge for parts may be levied
                Equipment used as part of a CCTV security system is excluded from the agreement
                Musical keyboards and keyboard laboratories are not included in the agreement but may be repaired at
                 a fixed rate plus parts


            Videoconferencing
                Support for schools own standards based group video conferencing systems supplied via SLT.
                Access to SLT videoconferencing test sites
                Hardware support outside of warranty period is governed by manufacturer policy. Faulty codecs and
                 cameras usually have to be returned to the manufacturer for refurbishment at cost.
                Software and firmware upgrades are usually chargeable via the manufacturer.
                Support is dependent on the equipment being connected to the schools broadband network and
                 adequate bandwidth being available to support videoconferencing. An appropriate IP address must
                 be assigned to each endpoint. All aspect of the network must be working correctly.



 14                                                                                SLA Terms & Conditions 2011/12
SLT Service Level Agreement
Terms & Conditions
               Videoconferencing outside of the local area network will be dependent on the use of and availability of
                the ja.net videoconferencing service.




 15                                                                              SLA Terms & Conditions 2011/12

				
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