Collaborative Support

Service Code: IT11_Apsp
GL Code: 36100
Cost:

- Our service offers application and technical support for all of your school’s servers and office-based computers.
  
  Working in collaboration with your school’s ICT network manager or ICT technician, we provide enhanced ICT support for your school’s essential administration ICT systems.
  
  You can be confident that your essential administration ICT systems are supported with this service and that access to support for these systems is available right throughout the year, even in the school holidays or when your Network Manager or ICT Technician may be unavailable.
  Key Benefits
  - Unlimited telephone, email and remote support for all your administration computers and servers including SMS, FMS and SIMS Gateway.
  - Up to six on-site support visits to resolve technical incidents that cannot be resolved remotely.
  - Greatly reduced pay-as-you-use (PAYU (Adobe PDF, 48KB) (Adobe PDF, 48KB)) prices for additional on-site support and installation visits
  - SIMS and FMS upgrades undertaken if requested
  - Four SIMS credits
  - Annual technical forum hosted by Schools ICT Services for IT11 Network Managers, ICT Technician or ICT support providers to be able to meet peers, share best practice and receive ICT updates
  - Annual service review meeting and management report.
  Service Details
  
  Please note: This service is designed to work collaboratively with schools that have their own ICT Network Manager, ICT technician or ICT support provider.
  
  It includes:
  - telephone, email and remote support (where available) in the use of SIMS, SIMS upgrades, SIMS Gateway, and for an unlimited number of administration ICT incidents, including technical FMS incidents
  - installation, configuration, and support of SIMS and FMS software updates within one month of release if requested
  - support for upgrades and configuration of SIMS software updates within one month of release
  - advice on the basic use of Microsoft Word and Excel in support of SIMS
  - access to software at greatly reduced prices
  - Four SIMS credits
  - 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
  - one on-site visit per term (on request) (six altogether) when an incident cannot be resolved remotely – this applies to administration computers and servers only
  - access to a tested hardware catalogue.
  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
  - support for the ‘curriculum’ network – please refer to our pay-as-you-use (PAYU) rates (secure document) (Adobe PDF, 275KB)
  - teachers’ laptops – these are classed as curriculum computers and therefore supported by your school’s own ICT network manager, ICT technician or ICT support provider. Pay-as-you-use (PAYU) visits are required to support these computers
  - other on-site support – please refer to our PAYU rates (secure document) (Adobe PDF, 275KB)
  - backup or restore procedures - for more information see IS40-A RBUSS Remote Backup service
  - resolution of hardware or software incidents caused by third parties
  - replacement of faulty hardware
  - disposal of ICT equipment
  - implementation of national or local initiatives or projects.
  Pricing
  
  Funded Support
  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 Schools Service Desk by telephone, email, service desk tool or HECTA to log all incidents and service requests
  
  do not allow third parties to make unauthorised changes to your administration systems, hardware, software or ICT infrastructure
  
  ensure all administration laptops are brought onsite and connected to the network regularly (at least weekly) to receive updates
  
  incorporate training into the school or academy’s development plan to ensure the best use is made 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 your school or academy does the following:
  
  make sure your technical support provider is able to support your ICT infrastructure – they should be proficient in both technical skills and systems standards, and where possible demonstrate that they conform to national or internationally agreed standards such as the Framework for IT Support (FITS) or the IT Infrastructure Library (ITIL) by the Office of Government Commerce (OGC)
  
  update your antivirus software on all servers, workstations and laptops at least weekly, or when advised by the supplier or Schools Service Desk
  
  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
  
  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 the 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
  
  To help us give you the highest levels of customer service, it is important that your school or academy does the following:
  
  make sure your technical support provider is able to support your ICT infrastructure – they should be proficient in both technical skills and systems standards, and where possible demonstrate that they conform to national or internationally agreed standards such as the Framework for IT Support (FITS) or the IT Infrastructure Library (ITIL) by the Office of Government Commerce (OGC)
  
  update your antivirus software on all servers, workstations and laptops at least weekly, or when advised by the supplier or Schools Service Desk
  
  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
  
  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 the 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
  Terms & Conditions
  
  Support
  Name: Schools ICT Service Desk
  Email: 01273 482519
  Phone: 01273 482519

Collaborative Support

Key Benefits

Service Details

It includes:

Pricing

Funded Support

Getting The Most From Your Service

What Your School Needs To Do

Quality Assurance

Terms & Conditions

Support