Service Level Agreement (SLA) 2020-2021

12. ICT Networking 20-21

Support Packages will run from 1st September 2020 to 31st March 2021 (7-months) in order to bring billing in line with the school’s fiscal year.  Thereafter Support Packages will be annual and will run from 1st April until 31st March.

 

Bucks Schools Broadband services are supplied to Schools in the county by Buckinghamshire County Council in partnership with our third party supplier for broadband and network solutions, Updata Infrastructure Limited.  This service is designed as a one-stop-shop to provide a fully managed broadband service that is fast, reliable and ensures the safety of your pupils whilst online.

Your Bucks Schools Broadband service can be made up of all of the elements described in this document.  Services are split into “Core Services”,  these are the essential bits which are combined to create the Gold, Silver or Bronze packages, and “Service Enhancements” which are additional services available to you should you wish to use them.

The Bucks Schools Broadband Team is more than happy to discuss any of the services on offer, just contact us directly via the Schools Broadband Team contact details listed later in this document.

Bucks Schools Broadband contracts are let for the whole contract term

This reflects the fact that we sub-let contracts for broadband, hardware and software on an annual basis ourselves.  Therefore there is no provision for rebates should a school or academy cease using services part way through the contract. 

We are currently ‘out to tender’ for renewal of the support we currently enjoy from Updata Infrastructure Limited.  This should only have a beneficial result for our Schools.  We will manage any transition carefully and minimise any impact to Schools.

As part of that transition, we are proposing to schools that they have their own Office 365 tenancy, as opposed to the shared bucksgfl tenancy.  Each school could build the tenancy themselves, have their IT support partners build it or have the Schools Broadband Team manage the set up for you.  This unleashes the full functionality of Office 365 for your staff and pupils.  Going forward you will have similar options for support.

Another benefit of this improvement is that we are no longer reliant upon separate mail filtering or the tool that synchronises to SIMS (GroupCallXporter).  We will publish more information and host workshops during 2020 to get ready for this task.

Package

Broadband product

Description and estimated speeds

2020 -21 7 month prices

Platinum Broadband

 

1gb/s - synchronous

 

A 1 gigabyte per second leased line from British Telecom Open Reach.

 

A small amount of bandwidth (1-2%) might be lost depending on your school’s distance from the nearest exchange.

Price on asking – varies from site to site determined by location and availability.  Contact the Schools Broadband Team to arrange for a quote.

 

psn@buckscc.gov.uk

Gold Broadband (upgrade or new provide)

100mb/s - synchronous

A 100 megabytes per second leased line from British Telecom Open Reach.

 

A small amount of bandwidth (1-2%) might be lost depending on your school’s distance from the nearest exchange.

Price on asking – varies from site to site determined by location and availability.  Contact the Schools Broadband Team to arrange for a quote.

 

Annual rental and support are priced the same as Gold Broadband (renewal) below.  However, there is an additional cost for the BT installation and a new Cisco router.

 

psn@buckscc.gov.uk

Gold Broadband (renewal)

100mb/s - synchronous

A 100 megabytes per second leased line from British Telecom Open Reach.

 

A small amount of bandwidth (1-2%) might be lost depending on your school’s distance from the nearest exchange.

7 Months

 

£4,063.50 +£2.57 per pupil

Silver Broadband (renewal)

Fibre to the Cabinet (FttC) - asynchronous

Maximum download speed is 80 megabytes per second and maximum upload speed is 20 megabytes per second.

7 Months

£1,411.67 + £1.32 per pupil

 

Silver Broadband (renewal).  Specialist settings.

Fibre to the Cabinet (FttC) - asynchronous

Maximum download speed is 80 megabytes per second and maximum upload speed is 20 megabytes per second.

 

This package is specifically for establishments without a fixed number of pupils on roll, e.g. a Pupil Referral Unit.

7 Months

£1,627.50 per site

Bronze Broadband (renewal)

Copper lines (ADSL)

This package is designed for academies and schools that are off-grid at the moment and cannot get a better FttC connection.

 

Speeds will generally be below 10 megabytes per second.

7 Months

£612.50 + £1.36 per pupil

Synchronous

The circuit offers equal speeds for upload and download.

Asynchronous

Circuits which have different speeds for uploading and downloading.  Download speeds are always much higher than upload speeds on these types of circuits.

The above prices are for the renewal of existing circuits. If you are a school or academy joining Bucks Schools Broadband or an existing customer ordering an upgrade please contact us for a competitive quotation for installation and rental.

Broadband

The Link to your School - The physical connection is made up of the line into the school and the equipment that plugs into your school network.  Updata are contracted to deliver a variety of speeds and the Bucks Schools Broadband Team works with the school to make sure the best possible and most cost-effective solutions are offered.  Depending on what services are available in the geographical area primary schools may have either an EFM (copper) circuit, an NGA (Next Generation Access) or in a few cases a fibre link.  If you would like to discuss the possibility of upgrading please contact the Bucks Schools Broadband Team in the first instance who will work with Updata and the school to analyse the way that you use your existing capacity and look at upgrade options. Updata provides and supports all the equipment you require for the connection including the circuit and the router which they will configure for you.  Updata proactively monitors your connection and notify the school or the Bucks Schools Broadband Team of any failures.

If you’ve been supplied with an EFM connection that provides bandwidth up to 10Mbps or a fibre link that will provide up to 100Mbps, the speed of the broadband connection is referred to as bandwidth. The bandwidth is the overall size of the connection to the site, which determines the maximum available bandwidth. The speed at which your service runs will vary depending on a number of factors.  The speed is the maximum throughput that the network will deliver; the most accurate test of speed would be to test from the router (supplied by Updata) through to the Bucks Schools Broadband network.  The actual speed from within the school can vary depending on the performance of the Local Area Network within the school, the wireless network and any congestion on the network (time of day).

Software

Description

The following will continue with Updata Infrastructure Limited for the interim period.  The functionality will be retained and enhanced when we transition to a new support contract.

Firewall

A firewall is provided to protect your School from intrusions from the Internet, or indeed from other Bucks Schools Broadband users.

 

In general, the firewall works by excluding network traffic unless it has been explicitly permitted.  The firewalls are monitored 24x7 for threats and intrusions to protect the Bucks Schools Broadband network.  Schools can customize the configuration for access to their own School Network by raising a request via the service desk.

 

Web Filtering

The service provides content filtering to block access to unwanted websites. The system used conforms to PAS 74:2008 Internet Safety and the vendor of this service works in partnership with the Internet Watch Foundation (IWF), CyberTips, Phishtank, Openphish, Stopbadware, Interpol and UK Safer Internet to maintain a secure online environment.

The level of filtering can be adjusted to suit the level/age of each user and helps schools to ensure the e-safety guidance is adhered to.  As new websites ad pages appear every minute, the filtering service automatically blocks sites that are inappropriate based on a number of categories and, schools can request that specific sites are blocked or unblocked.  Schools can ascertain what information is being accessed via their connection and follow-up on safeguarding issues either by requesting a report from the Service Desk.

 

SSL Certificate

An additional measure to enhance the security of our user’s web browsing experience.  The certificate ensures HTTPS traffic can be inspected and protects against malicious third parties.

 

NOTE: Financial data is NOT inspected.

Prevent Agenda Reporting

Custom reports can be produced to identify user’s internet activity (Staff or students) should a concern be raised.  These reports can also be scheduled and sent to your schools security officer or other nominated member of staff on regular bases.

Remote Access

Securely access devices and shared areas on your schools network from home or any other remote location.

Domain Name Registration

Registered and maintained Free of charge schoolname.bucks.sch.uk – government controlled domain.

Support

A dedicated service desk is on hand to support all Bucks School Broadband Services.

The below will continue with Updata Infrastructure Limited for the interim period.  The functionality will be retained and enhanced when Schools migrate to their own single Office 365 tenancy.

Email filtering

Spam filtering is in place for both incoming and outgoing email.

User Management Portal

An online tool available to all schools to administer user accounts. This is used to reset users passwords and as a point of reference for username and password credentials for new users.

Retired in 2019

Transparent Proxy

As this was only actively used by two schools we have removed it from the catalogue.

Retiring in 2020-21

Short Messaging System (SMS or Intellisoft texting service)

Also only used by a small number of schools.  We will close down all unused accounts in April 2020.  We will then evenly distribute remaining credits to the few active Schools.  When these credits are used up we can retain a pay-as-you-go service but would urge Schools to find a more integrated system.

Retiring in 2020-21

Web hosting.  Host your website on our secure webhosting platform.

Also only used by a small number of schools.  We will help the few schools currently hosted by us to move to another platform during the transition to a new third party support contract.

 

These are part of the negotiations as we tender for a new third party support contract.

 

School/Academy Responsibilities

Prior notice of any major works scheduled to take place within your site which might have an impact on the successful provision of Bucks School Broadband Services.

This could include (but is not restricted to) any projects underway which might involve the relocation of Bucks Schools Broadband hardware or any changes to intake which might put significant pressure on your current bandwidth.  Please contact the Bucks Schools Broadband Team in advance of any such work so we can work with you to ensure the successful delivery of your projects.

Provide all necessary and relevant information when reporting incidents or services requests to the service desk vie with the online portal OR telephone.

Nominated Contacts will be taken from schools census submissions. This typically takes the form of office@... Or Bursar@... Email addresses. Other users can be added to this service but all nominations must come from the Head Teacher and will need to be resubmitted 6 months from the start of the contract.

Some additional charges may be apply to particular services. Additional charges are categorised as follows in Table 1.

 

Table 1: Generic additional charges

Charge Type

Description

Initial Set Up Charges

These may apply to new or returning customers and relate to set-up on various systems.  Charges will typically be a one-off and amount will depend on the service in question and will be communicated in advance.

SLA Breaches

In the event that you are not able to adhere to your responsibilities within this agreement, we may need to apply charges to cover the additional costs incurred by us.

Termination Charges

We may need to apply early termination fee to cover our costs upon you deciding to leave your agreement earlier than the stated contract duration.

Service Credits

Where BCC does not adhere to its responsibilities and after exhausting the complaints procedure, service credits will be applied. The form that service credits will vary on the type of service delivered. Service credits may take the form of extra hours of support or training, for example.

Buckinghamshire County Council staff within the Bucks Schools Broadband Team is on hand to discuss any element of our services. The Bucks Schools Broadband Team also takes a very active role any conflict resolution, removing you, the customer, from any third party disagreements until the issue has been resolved.

 

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Schools Broadband Team initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

 

Call profile

Contact

General product enquiries

The Bucks Schools Broadband Team

Email: psn@bucks.gov.uk

Telephone: 01296 38 30 40

Services Requests – e.g. New user accounts, password resets, websites blocked/unblocked, remote access, call updates etc.

Services Desk

Email: customer.support@updata.net

Telephone: 01737 827016

 

NB Subject to change due to contract re-tender.  We will keep you fully informed.

Incidents – email down, filtering policies not being applied, unable to access the internet, call updates etc.

Services Desk

Email: customer.support@updata.net

Telephone: 01737 827016

 

NB Subject to change due to contract re-tender.  We will keep you fully informed.

1st line of escalation – when you unhappy with response times or quality of service.

The Bucks Schools Broadband Team

Email: psn@bucks.gov.uk

Telephone: 01296 38 30 40

2nd line of escalation – if 1st line has not resolved your issue.

George McGowan

Email: gmcgowan@buckscc.gov.uk (please always cc psn@buckscc.gov.uk)

Telephone: 01296 38 70 70

Mobile:  07860 179831

3rd line of escalation – formal complaint.

The Council’s Customer Complaints and Information Team (CCIT).

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckscc.gov.uk

If not renewing we require a minimum of three months’ notice of non-renewal prior to natural contract cease date to allow cancellation of circuits etc. with third party suppliers. Midterm cancellations are not offered.

If not renewing for 2018-19 academic Year you need to serve notice on us on or before 31st May 2018; if not a monthly rental (1/12th) will be incurred for up to three months.

Term:

The term of this agreement commences on the agreed contract start date. Services are purchased for the academic year.

 

Extraordinary Termination

Either party may terminate the Contract if the other party commits a material breach, or series of breaches resulting in a material breach, of the Contract and such breach is not remediable or is not remedied within 30 days of written notice requiring that party to do so.

In order to provide notice of termination, a letter/email from the Headteacher is required, on letter headed paper, notifying of the schools wish to terminate the contract.

 

Termination

You may terminate your service Contract prior to the expiry of the Term or Renewal Period by giving us not less than 3 months’ notice provided you pay to us the fees we would have earned and we would have become entitled to if the Contract had not been terminated prior to end of the annual contract, subject to the 3 months’ notice period.

 

On termination:

The Customer will immediately pay all invoices then outstanding;

We will invoice you for all Services provided but not yet invoiced and any cancellation fees due and you will pay such invoices immediately; The party terminating the Agreement shall be liable for any expenditure incurred by the other side as a result of any breach of this provision.

Upon termination, you will be liable for any expenditure incurred by the Council to support your contract exit. Charges are calculated on a case by case basis and are determined by several factors including, timings and complexity.

In the unfortunate event of termination, it would be helpful to us to know why you wish to bring the agreement to an end. In order to improve our services, we would appreciate the opportunity to discuss with you your experiences. Prior to exiting, your account manager will contact you with a survey/discussion for you to supply your feedback.

 

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Last updated: 3 March 2020

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