SIMS Only Support

Service Code: IT12_Apsp
GL Code: 36100
Cost:

Our SIMS Only support service provides unlimited telephone and email user support for all SIMS modules including SIMS Gateway. The service also provides technical advice to support your SIMS database and one FMS workstation.

The service is designed for schools that already have their own dedicated, full time, ICT Network Manager or ICT technical team. Initial technical advice will be given to your ICT Network Manager, with any further technical support or on-site visits arranged on a pay-as-you-use (PAYU) (Adobe PDF, 48KB) (Adobe PDF, 48KB) basis.

Key Benefits

Unlimited telephone and email support, and limited remote support (where available) for all SIMS modules including SIMS Gateway.
Technical advice on SIMS and FMS to your school’s ICT Network Manager.
Access to discounted SIMS training.

Testimonials

Schools Application Support provide an excellent service with all support requests being answered in a fast and efficient manner.

St Richard’s Catholic College

Service Details

Please note: The service is designed for schools and academies that already have their own dedicated, full time, ICT network manager or ICT technical team. Initial technical advice will be given to your ICT network manager, with any further technical support or on-site visits arranged on a pay-as-you-use (PAYU) basis.

This service provides:

telephone and email support in the use of SIMS and SIMS Gateway
technical remote support for Microsoft SQL in relation to SIMS/FMS databases on the SIMS server and one FMS workstation
advice on upgrades and configuration of SIMS and FMS software updates
advice on the basic use of Microsoft Word and Excel in support of SIMS
access to software at greatly reduced prices
access to discounted SIMS training.

The service does not include:

SIMS Annual Maintenance - this should be paid direct to Capita
SIMS or FMS upgrades – please refer to our pay-as-you-use (PAYU) rates (secure document) (Adobe PDF, 275KB)
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
assistance or advice in the day-to-day use of FMS – for more information please refer to the Finance services
school-specific advice and guidance regarding the electronic environment (ICT infrastructure)
on-site support – please refer to our PAYU rates (secure document) (Adobe PDF, 275KB) PAYU rates
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 get the most from this service, you should:

contact the service desk by telephone or email to log all incidents and service requests
incorporate training into your school or academy’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 to do 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)
ensure all SIMS and FMS software releases are installed within one calendar month of issue
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 out of the school 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 an annual meeting 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 standard reports and key performance indicators (KPIs) and make them available to your school on request.

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

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