Premier Service - Academies

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.

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

Terms & Conditions

Support