Premier Service - Academies

Service Code: IT10_Apsp
GL Code: 36100
Cost:

Premier is an all-inclusive service for your school’s ICT support and installation requirements. Our service offers your school unlimited application and technical support for all staff and all computers across the whole school.

The Premier service includes regular service review and reporting to ensure that your ICT support is tailored and develops in line with your school’s vision, development plan and budget and thus provides an effective enabling tool.

Our dedicated ICT education specialist support team will support your needs both remotely and with onsite visits provided by a familiar face. There is no charge by time or visit. School Business Managers and bursars told us they wanted an upfront fixed cost to ICT support that offers value for money as compared to the total cost of separate ad hoc services.

Take back control of your ICT development - welcome to Premier.

Key Benefits

Unlimited telephone, email, and remote support for all users
Unlimited on-site technical support visits
Remote support to all computers in your school
SIMS and FMS upgrades undertaken for you
12 SIMS credits
SIMS remote data tidy three times per year
Invitation to SIMS drop-in events three times per year
Installation of new computers and licensed software at no extra cost
Regular service review meetings and management reports
Advice and guidance to help you plan strategically and get the most from your ICT
Access to discounted training and documentation including specialist courses for SIMS and Microsoft Office.

Testimonials

We have over the last couple of years looked at ways we could improve our children’s understanding and experiences of ICT. We have integrated animation into our curriculum, been involved in video-conferencing and many other new initiatives. Without the Premier Service, none of this would have been possible.

It also gives us the confidence to know that if a job/problem arises, it will be sorted quickly. We do not have to wait two weeks and it is always by the same technician.

For a school with a limited budget and resources it is important that whatever we do is correct and productive. This service has allowed us to grow, it is like having an all knowing brother looking after us and guiding us.

Dallington School

Service Details

Our service includes SIMS (Schools Information Management System) and all curriculum and administration ICT support. We can also visit your school to install standard hardware and software.

It includes:

telephone, email, and remote support to all staff in the use of SIMS and standard hardware and software
Capita’s SIMS per pupil licence and annual maintenance charges
unlimited on-site visits for incidents and service requests that cannot be resolved remotely
unlimited on-site visits for the installation and support of standard hardware and software
installation, configuration, and support of SIMS and FMS software updates within one calendar month of release
remote monitoring and preventative maintenance for all audited computers
backup and restore – for more information see our IS40 RBUSS Remote Backup service
12 SIMS credits, which you can use to buy additional SIMS-related services such as training or extra support and consultancy
advice on the basic use of Microsoft Word and Excel in support of SIMS
SIMS Remote Tidy service three times per year
three invitations per year to SIMS ‘drop-in surgery’ events
access to software at greatly reduced prices
access to SIMS and Office specialist training and documentation at discounted prices
help liaising with suppliers or hardware support providers where we have an existing contractual or operational relationship. We will offer assistance with other suppliers where possible
disposal of ICT equipment – included at no extra cost , as part of a fully audited third party supplied service. Includes Certificate of Disposal & Data Destruction (hard disk erasure to HMG Information Assurance standards).

The service does not include:

SIMS Annual Maintenance - this should be paid direct to Capita
SIMS and FMS data fixing – if your data needs to be sent away for fixing by a third party, this may result in an extra charge. For more information see IS40-A RBUSS Remote Backup service.
assistance or advice in the day-to-day use of FMS, or Capita licensing for FMS – for more information please refer to the Finance services
resolution of hardware or software incidents caused by third parties
replacement of faulty hardware
implementation of national or local initiatives and projects.

Pricing

Funded Support

Schools ICT Service Desk

01273 482519

ssd@eastsussex.gov.uk

Getting The Most From Your Service

To help us give you the highest levels of customer service, it is important that your school or academy does the following:

contact the service desk by telephone, email, service desk tool or HECTA to log all incidents and service requests
make sure everyone using your computers and systems is aware of the service and how to access the benefits
do not allow third parties to make unauthorised changes to your hardware, software or ICT infrastructure
ensure all laptops are brought on-site and connected to the network regularly (at least weekly) to receive updates
notify the service desk if you are planning to buy new hardware or software – this allows us to review your requirements, assist with purchasing and plan for your installation
refer to our catalogues for hardware and software when considering any ICT purchase. We cannot guarantee support of non-standard hardware or software solutions without first performing a technical evaluation. This may incur a one-off additional charge
incorporate training into your school’s development plan to ensure you make the best use of the available software.

What Your School Needs To Do

To help us give you the highest levels of customer service, it is important that you do the following:

keep your ICT equipment in good working order
ensure all your computers have supported versions of Microsoft operating systems, Microsoft Office and other supported software – for more information see our Schools Application Services brochure
ensure staff using your computers and systems are fully trained and have adequate access to support if they have a query or operational failure
review your ICT ‘acceptable use’, ‘e-safety’ and ‘security and governance’ policies every year – ensure all users have agreed and signed your policies before using your ICT equipment, email system or accessing the internet
maintain a reliable backup and recovery procedure
ensure your servers and critical computers are covered by a suitable hardware maintenance contract
budget to replace your hardware and software within a reasonable period of time – typically five years
put in place good working practices to contribute to a secure ICT environment. In particular, ensure that laptops taken off your premises are used in line with your ‘acceptable use’, ‘e-safety’ and ICT ‘security and governance’ policies
dispose of old computers and ICT equipment responsibly by using a secure WEEE (Waste Electrical and Electronic Equipment) compliant process
demonstrate best value principles by buying goods and services from reliable suppliers, using guidance and advice from ICT professionals.

Quality Assurance

Service review meetings

We will hold regular meetings (three times per year) with you to review:

service operation
service performance
service reports and KPIs (key performance indicators)
training requirements – past and future
future planning
any other relevant matters.

Service reporting

We will produce the following standard reports and key performance indicators (KPIs) and make them available to your school on request.

Report	Frequency
Incident overview report	Termly
Remote support – activity log report	Quarterly
Hardware and software audit	Annually

Service availability

Service Desk operating hours are:

Term time – 8am to 5pm, Monday to Friday
School holidays – 8:30am to 4:30pm, Monday to Friday (excluding public or bank holidays, County Council holidays, or other dates and times as notified).

There is no support available outside of these hours or at weekends.

Performance targets

Priority	Example incident (for guideline purposes)	Resolution time
1	Server, network or key ICT infrastructure component failure such as a network switch. Major system failure – SIMS unavailable.	1 working day
2	More than one user unable to log on. Essential equipment failure. SIMS or other supported software problems affecting all users within school/Unable to access SIMS gateway.	3 working days
3	Less urgent support events as agreed with the user. SIMS and other supported software problems affecting one user from working.	5 working days
4	Request for on-site training. Request for consultancy visit or PAYU (pay as you use) service. Requests for information/Usage advice/SIMS report work/Czone user accounts and passwords.	15 working days or as agreed

Your school or academy is responsible for notifying the Service Desk if an incident or request needs to be given higher priority.

Giving feedback on our service

We are committed to helping you get the maximum benefit from your ICT investment. We follow internationally recognised best practice procedures that conform to the ITIL and FITS standards.

We value feedback to help us improve the quality of our services. If you have any concerns, complaints or compliments, please do not hesitate to contact the Service Desk.

When you contact us, we will:

acknowledge your communication within 24 hours of receipt
respond to you in writing, by letter or email, within five working days. If we cannot resolve your query within this timescale, we will give you an update and an expected resolution date.

Terms & Conditions

Support

Name: Schools ICT Service Desk
Email: ssd@eastsussex.gov.uk
Phone: 01273 482519