Service Level Agreement (SLA) 2020-2021

11. ICT Schools Team 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.

 

SIMS and Finance Systems Support Packages

Our SIMS and Finance Systems (FMS and PS Financials) support service provides unlimited support via telephone, email and remote assistance methods.

Technical support of admin devices purchased from ICT Schools Team is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

SIMS Annual Entitlement

Package type

Customer type

Product dependencies

 

7 month contract

Secondary Academy

Must be purchased directly from Capita 

 

7 month contract

Secondary School

Mandatory for all schools using SIMS

Discounted AE only available for LA Maintained schools purchasing a SIMS support package from Buckinghamshire Council   

£2167 site price

+ £0.99 per pupil

 

Premium package for Secondary Schools

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Scheduled SIMS and FMS / PS Financials training courses, workshops and seminars
  • Technical support of SIMS*
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

7 month contract

Secondary Academy

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

 

£1,527 site price

+ £0.60 per pupil

 

 

7 month contract

Secondary School

Must have bought SIMS annual entitlement from ICT Schools Team

£1,527 site price

+ £0.60 per pupil

 

 

 

Standard package for Secondary Schools

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Technical support of SIMS*
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

7 month contract

Secondary Academy

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

 

 

£1,035.00 site price

+ £0.52 per pupil

7 month contract

Secondary School

Must have bought SIMS annual entitlement from ICT Schools Team

 

 

 

£1,035.00 site price

+ £0.52 per pupil

RBUSS+ Cloud Backup (including 50GB storage space) is included in all packages and additional storage can be purchased in line with your requirements.

SIMS Upgrade Service is included in all packages, and supported servers and workstations are upgraded termly in line with updates released by Capita. Non supported workstations can also be upgraded if necessary access is given by your ICT support company if this is not Buckinghamshire Council.

The ICT Zone on Schools Web provides comprehensive, regularly updated information in line with such updates/upgrades and commonly asked questions.

SIMS Annual Entitlement (AE)

Package type

Customer type

Product dependencies

7 month contract

(September 2020- March 2021)

7 month contract

Primary, Special, PRU, Nurseries

Academy

Must be purchased direct from Capita 

7 month contract

Maintained Primary

Special, PRU,

Nurseries

Mandatory for all schools using SIMS

Discounted AE only available for maintained schools purchasing a SIMS support package from ICT Schools Team

£444 site price

+ 70p per pupil

 

Platinum package for Primary/Special/PRUs/ Nurseries

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Scheduled SIMS training courses, workshops and seminars
  • Technical Support of admin devices including the technical support of SIMS*
  • RBUSS+ Backup includes 50GB storage space
  • SIMS Upgrade Service
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

7 month contract

Academy Primary

Special

PRU

Nurseries

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

 

£1221 Site price +

£2.14 per pupil

 

 

7 month contract

Maintained Primary, Special, PRU

Nurseries

Must have bought SIMS annual entitlement

 

£1,221 Site price + £2.14 per pupil

 

 

 

Gold package for Primary/Special/PRUs/Nurseries

  • Unlimited SIMS and Finance Systems support including telephone, email and remote assistance
  • Technical Support of admin PCs including the technical support of SIMS*
  • RBUSS+ Backup includes 50GB storage space
  • SIMS Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

7 month contract

Academy Primary

Special

PRU

Nurseries

Must have bought SIMS annual entitlement from Capita

 

20% rebate of the core annual entitlement purchased direct from Capita, when  a SIMS Support package is purchased

 

£741 Site price

+ £1.37 per pupil

 

7 month contract

Maintained Primary, Special, PRU, Nurseries

Must have bought SIMS annual entitlement

 

£741 Site price

+ £1.37 per pupil

 

Training Courses, Workshops and Seminars

Attendance of a Training Course, Workshop or Seminar

Package type

Customer Type

Product Dependencies

Price

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£140 half day

£215 full day

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Customers not purchasing ICT Schools Team Support package

£150 half day

£245 full day

 

Bursar Service

The Schools Finance Systems Support Team has a team of experienced bursars who can provide Bursar Support on a pay as you use basis to all schools. Our bursars are able to cover all aspects of school finance tasks including Budget Setting, Budget Monitoring and reporting to Headteachers and Governors.

 

Visits can be arranged for any period of time that you may require. You may like to consider purchasing Bursar Service support in the following circumstances:

 

  • If a member of your finance staff is absent for a protracted length of time
  • You have a new finance member of staff who may benefit from on-site support and guidance to enable them to reinforce their training and settle into their new role
  • If you have a finance post that you are waiting to fill
  • If you would like periodic Bursar Service support to free your finance staff to do other tasks or a permanent Bursar Service

Please contact us to discuss your individual requirements

 

Package type

Customer Type

Product Dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Minimum of two hour visits

£43 per hour

 

Admin Service

The SIMS Support Team has a number of experienced staff who can provide Admin Support on a pay as you use basis to all schools. Our staff are able to cover all aspects of school administrative support including pupil and staff database management, support with statutory requirements such as School Census and School Workforce Return, or just additional support at busy periods such as at the end of the academic year. You may like to consider purchasing Admin Service support in the following circumstances:

 

  • If a member of your administrative staff is absent for a protracted length of time
  • You have a new member of staff who may benefit from on-site support and guidance.
  • If you have a post that you are waiting to fill
  • If you would like periodic support to free your administrative staff to do other tasks

Please contact us to discuss your individual requirements

Package type

Customer Type

Product Dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Minimum of two hour visits

£43 per hour

 

Consultancy and Support Visits

This may include:

 

  • Audit of SIMS deployment and its use in the school
  • Development in specific areas such as assessment, performance analysis or attendance.
  • Audit of the management information system (MIS) deployment and its use in the school.
  • Analysis of effective data handling
  • Customisation of SIMS to make information available to relevant staff.
  • Technical support from the Schools Technical Support Team

This is not an exhaustive list; please do call to discuss further requirements.

Package type

Customer Type

Product dependencies

Prices

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£64 per hour

£399 per day

Pay as Used

Secondary Schools and Academies

Primary Schools and Academies

Customers not purchasing ICT Schools Team support package

£84 per hour

£530 per day

 

Private Funds Manager (PFM) licence maintenance

Package type

Customer Type

Product Dependencies

7 month contract price

7 month contract

Secondary Schools and Academies

Primary Schools and Academies

Must have purchased a support package from ICT Schools Team

£62.00

 

Secondary Lesson Monitor Licence Maintenance

Package type

Customer Type

Product Dependencies

Price

7 month contract

Secondary Schools and Academies

Must be purchased directly from Capita 

£1166.65 per annum

 

SIMS Upgrade Service

Package type

Customer Type

Product Details

Price

7 month contract

Secondary Schools and Academies

This service will complete the technically complex and time consuming process of installing the three main releases from Capita which tie in with statutory requirements.

 

Where Admin Server and devices which have been provided by a 3rd Party rather than via ICT Schools Team, the School will need to grant access to the Servers to implement the Upgrade.

£187

VAT will be charged to Academies

 

Schools Technical Support Team Services

The Schools Technical Support Team is committed to providing services to help schools to make effective use of Information Communication Technology. 

Our SIMS Technical support service is specifically aimed at Secondary schools, whose current IT provider does not include SIMS (or FMS) technical support. The service includes the following:

SIMS Upgrade Service

This service will complete the technically complex and time consuming process of installing the three main releases from Capita which tie in with statutory requirements.

SIMS Patching Service

This Service manages the implementation of the multiple patches or fixes supplied by Capita to resolve technical issues and ensure the optimum functionality and performance of the application.

SIMS Technical Support

This service provides unlimited SIMS technical support via telephone, email and remote assistance.

7 month Contract (Sept 20 – Mar 21)

 

Pre-Requisites:

  • Full access to SOLUS on the SIMS Server
  • Full access & permissions to SIMS Server
  • Full access to all Workstations with SIMS applied
  • Full access to SIMS as Administrator
  • CentraStage Datto RM applied to SIMS Server

£700.00

(12 months = £1200.00)

 

 

Whole School Support Services

The ICT Schools Team, including  SIMS, Finance Systems (FMS and PS Financials) and Technical support service provides unlimited support via telephone, email and remote assistance methods and is committed to providing services to help schools to make effective use of Information Communication Technology across their Curriculum and Admin network(s).

Technical support of admin devices purchased from Buckinghamshire Council is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

SIMS Upgrade Service is included in all packages, and supported servers and workstations are upgraded termly in line with updates released by Capita. Non supported workstations can also be upgraded if necessary access is given by your ICT support company.

Support Packages

 

Premium Whole School Support Package

for  MS Windows curriculum devices (including combined server)

 

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

 

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

LA Maintained - £2167 site price + £0.99 per pupil

 

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • Unlimited Training Courses, Workshops and Seminars

 

 

 

Standard Whole School Support Package

for MS Windows curriculum devices (including combined server)

 

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

 

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

LA Maintained - £2167 site price + £0.99 per pupil

 

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately.

 

No: School Devices

Technical Support

PLUS

SIMS Annual Entitlement

PLUS

SIMS & Financials Systems Premium Package

OR

SIMS & Financials Systems Standard Package

100

£6,436.00*

 

LA Maintained

£2167 site price + £0.99 per pupil

Academy

Must be purchased direct from Capita.

See above for rebate

£1,527.00 site price + £0.60 per pupil

 

£1,035.00 site price + £0.52 per pupil

 

Device numbers are for guidance. Any number of devices can be supported.

*Does not cover any additional Hardware/Setup costs

Platinum Whole School Support Package

for  MS Windows curriculum devices (including combined server)

 

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

 

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

LA Maintained - £444 site price + £0.41 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • Unlimited Training Courses, Workshops and Seminars

 

Gold Whole School Support Package

for MS Windows curriculum devices (including combined server)

 

Technical Support

  • Software and hardware support provided.
  • Remote support of issue resolution
  • Free on-site issue resolution
  • Server software updates, patches and hotfixes
  • Management of user accounts for staff & students.
  • Application Packaging and Deployment.
  • Monthly usage monitoring for RBUSS (cloud Back Up)
  • Bi-annual account management meetings
  • Annual audit of IT infrastructure

 

Capita SIMS Annual Entitlement

Academy - Must be purchased from Capita

Buckinghamshire Council will give a 20% rebate of the core annual entitlement charge back to the School if a SIMS Support package is purchased

 

LA Maintained - £444 site price + £0.41 per pupil

 

SIMS & Financial Systems Support (FMS, PS Financials, PFM)

  • Unlimited SIMS & Financial systems support including telephone, email and remote assistance
  • RBUSS+ Backup includes 50GB storage space
  • Upgrade Service
  • Access to ICT Zone on Schools Web
  • No training, workshops or seminars are included but can be purchased separately.

School Devices

Technical Support

PLUS

SIMS Annual Entitlement

PLUS

SIMS & Financials Systems Platinum Package

OR

SIMS & Financials Systems Gold Package

15

£1,082.00*

LA Maintained

£444 site price + £0.41 per pupil

Academy

Must be purchased direct from Capita.

See above for rebate

£1,221.00

Base Price

 plus £2.14 per pupil

 

£741.00

Base Price plus £1.37 per pupil

 

25

£1,795.00*

50

£3,342.00*

75

£4,889.00*

100

£6,436.00*

Device numbers are for guidance. Any number of devices can be supported.

*Does not cover any additional Hardware/Setup costs

Hardware

Admin Server

(for networks with up to and including five workstations)                

 

Dell Desktop PC with

  • Intel i5 CPU
  • 8GB RAM
  • 512GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10
  • DVD Drive
  • Keyboard & Mouse

£749

Whole School Server

(for Whole School Support and Admin networks with over five workstations)               

Dell Business Server with

  • Intel Xeon CPU
  • 32GB RAM
  • 2x 480GB Sold State Drive
  • 2x 2TB Hard Disk Drive
  • 5 Year Next Business Day on-site warranty
  • Windows Server 2019

 £1999

 

 

Desktop   PC                                                                  

Dell Desktop PC with

  • Intel i5 CPU
  • 8GB RAM
  • 256GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10
  • DVD Drive
  • Keyboard & Mouse

£669

Laptop                                                                                  

Dell Latitude Laptop with

  • Intel i5 CPU
  • 8GB RAM
  • 256GB Solid State Drive
  • 5 Year Next Business Day on-site warranty
  • Windows 10

 £639

Refurbished PC

Extensive range of hardware available, typical spec

  • Intel i5 CPU
  • 4GB RAM
  • 120GB Solid State Drive
  • 3 Year Return to Base warranty
  • Windows 10

From £150.00

Software/Additional Services

 

SOPHOS Antivirus Protection

(Expiry Date – 31 December 2021)

Site cost

£2.20 per pupil

Sophos Intercept X Anti-Malware Protection

  • Prevents threats from reaching devices
  • Detects whether threats have bypassed other preventative methods
  • Analyses and reverses corruption caused by malware
  • Anti-exploit technology recognizes and blocks common malware delivery techniques
  • Finds & fixes any vulnerabilities within your system
  • Detects malicious data encryption and instantly stops ransomware - even if hidden in trusted files or processes
  • Files cleaned without needing intervention from IT support personnel
  • Blocks & eliminates attack vectors, unlike traditional solutions

Per Device Charge

1 – 9 Devices

10 – 24 Devices

25 – 49 Devices

50 – 99 Devices

100 – 199 Devices

£11.32

£10.89

£8.46

£6.22

£5.73

Additional Remote Backup Service for Schools

(RBUSS+)

 

50GB Storage

100GB Storage

200GB Storage

300GB Storage

400GB Storage

500GB Storage

600GB Storage

700GB Storage

800GB Storage

900GB Storage

1000GB (1TB) Storage

2000GB (2TB) Storage

 

Annual Charge

£340.00

£504.00

£732.00

£945.00

£1,199.00

£1,411.00

£1,633.00

£1,846.00

£2,069.00

£2,281.00

£2,388.00

£4,722.00

 

Prevent Solution (Future Digital) For Schools

 

The UK faces a continuing threat from both international and domestic terrorism and violent extremism, which can emerge from any community and can be inspired by a wide range of causes.  The statutory guidance makes clear that schools and childcare providers are expected to assess the risk of children being drawn into terrorism, including support for extremist ideas that are part of terrorist ideology.  The PREVENT software solution provides schools with the ability to proactively monitor and positively mitigate against online dangers such as radicalisation, grooming, cyber-bullying and self-harm.

 

PREVENT Software – Smoothwall Monitor

0 – 200 Users

200 – 349 Users

350 – 749 Users

750 – 1249 Users

 

 

 

Per User Charge

£3.26

£2.96

£2.70

£2.45

 

iPad / Android Device Management

Sophos Mobile

Management of tablet devices providing remote administration/configuration of security/usage policies, APP delivery and Class Control

Pay As Used

Three half day scheduled site visits

Where schools would like to receive termly half day scheduled site visits.

 

(This is in addition to any site visits occurring in response to an issue)

£557.00

Six half day scheduled site visits

Where schools would like to receive twice termly half day scheduled site visits.

 

(This is in addition to any site visits occurring in response to an issue)

£1114.00

Project support

Project requests that fall outside a standard SLA will be quoted for and costs agreed prior to implementation.

£64.00 per hour

£399.00 per day

Consultancy

Consultancy requests will be quoted for and costs agreed prior to implementation.

£64.00 per hour

£399.00 per day

Scheduled Site Visits

Where schools would like to receive regular scheduled site visits, this is in addition to any site visits occurring in response to an issue. A quote would be provided based on the schools requirement as to the frequency of visits weekly, monthly or termly.

£64.00 per hour

£399.00 per day

Supply and Installation of hardware & software

Benefit from the advantages of corporate discounts when purchasing your ICT hardware and software from BC ICT Services to Schools. If you have requested installation, we will deliver direct, set up your equipment and test as part of the sign off of the order.

Pay as Used

Hardware Maintenance

We are able to arrange competitive Hardware replacement\repair service for PCs, Printers and associated equipment.

£64 per hour Plus cost of parts

 

PS Financials Support

Our PS Financials support service provides unlimited support via telephone, email and remote assistance methods; technical support of the Software; Training courses; plus access to our ICT Zone on Schools Web which provides comprehensive, regularly updated information in line with such updates/upgrades and commonly asked questions.

Technical support of admin devices purchased from Buckinghamshire Council is included in all packages. Where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.  N.B.  If your Admin devices are supported by a 3rd party supplier, please see section ‘Admin devices supported by 3rd parties’ on the final page of this document.

Platinum Package

  • Unlimited PS Financials support including telephone, email and remote assistance
  • Scheduled training courses, workshops and seminars
  • Technical Support of PS Financials software *
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

7 month contract

Secondary

Must have bought PS Financials Software 

 

£721 per site

+ 52p per pupil

 

7 month contract

Primary

Special

PRU

Nurseries

Must have bought PS Financials Software 

 

£586 site price

£1.05 per pupil

 

 

 

Arbor and Finance Systems Support

The ICT Schools Team is a non-profit organisation, offering a professional, flexible and user-friendly support service for Arbor MIS, PS Financials and FMS, together with technical support for Admin and Curriculum devices and network, for both Maintained and Academy schools.  

With over 30 years' combined experience of working in schools, we understand that every school has different needs and our customers value the range and flexibility of our support packages; where our expertise and ethos of delivering an all-inclusive service, irrespective of the size of the school, is highly regarded and is testament of their continuous business.

Our Arbor and Finance Systems support operates a single point of contact for guidance and issue resolution; our ICT Zone provides an online resource centre for news, downloads and training.

  • Unlimited Arbor and Finance Systems support including telephone, email and remote assistance
  • Technical support of Admin devices*
  • 50gb RBUSS (back up for admin or curriculum network up to 50gb)
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

Annual

Primary

Special – all phases

PRU – all phases

Nurseries

Current Arbor annual entitlement

£741 Site price

+ £1.37 per pupil

  • Unlimited Arbor and Finance Systems support including telephone, email and remote assistance
  • 50gb RBUSS (back up for admin or curriculum network up to 50gb)
  • Access to ICT Zone on Schools Web

*even where machines have been purchased from a third party supplier, we will do our best to support you. To do this we will need access to the machines.

 

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

Annual

Secondary

Current Arbor annual entitlement

 

£1,527 site price

+ £0.60 per pupil

 

  • FMS is mandated by Buckinghamshire Council as a School’s finance system and therefore a SIMs/FMS Annual Entitlement must be purchased via the ICT Schools team. This is separate to the above support packages.
  • Please contact the ICT Schools team for further information and costs.

Package type

Customer type

Product dependencies

7 month contract (September 2020-March 2021)

Annual

Primary,

Special, PRU,

Nurseries

Discounted AE only available for maintained schools purchasing an Arbor & FMS support package from Buckinghamshire Council

£444 site price

+ 70p per pupil

 

 

Annual

Secondary

£2167 site price

+ £0.99 per pupil

 

 

Buckinghamshire Council responsibilities

For 2020-21 Packages will run from September to March in order to bring billing in line with the school’s financial year. 

Commercial Services will charge 7/7ths of the package purchased in November (to cover the period September to March).  Should you have general queries regarding the billing please contact the team on 01296 383500 #4 – Services and Packages.

 

All incidents and service requests are logged with the Support Service Desk via phone/portal/email.

Incidents

Description

Response

Fix

Complete Network, Server or Major Application not working and no work around available.

15 minutes

4 hours or agreed recovery plan*

Standard Service Requests

Service Request

Description

Response

Fix

How do I? / Training Requests / Information Provided

1 day

3 day

This is a request to change, add move or install an item or service, which can be planned in advance. *

1 day

Dependent on Request

*excludes calls logged to Capita for further investigation

 

We will provide regular updates to the school by email on the progress of their call

 

School responsibilities

We require schools purchasing a SIMS Support package to either enable remote access via Datto RM or access to TeamViewer (V8) TeamViewer 8  so that the team can offer the highest levels of support (NB This may be subject to change)

  • ICT ServiceNow – list all customer calls
  • ICT ServiceNow Reports – Volumes/Escalations
  • Account management meetings, support service forums
  • Use of course evaluation forms to monitor customer satisfaction levels

We will always aim to resolve any issues that might arise regarding service delivery. In the first instance all comments should be directed to the ICT Schools Team Manager 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.

 

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

 

Option

Contact

Immediate escalation

 

 

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal ICT SCHOOLS TEAM complaints process)

Sheryl Everett                        

ICT Schools Team Manager

sheryl.everett@buckinghamshire.gov.uk  

 

Alternatively, contact email address below:

 

Pauline Page

Head of Corporate Business Support

pauline.page@buckinghamshire.gov.uk

 

 

The formal Buckinghamshire Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then obtain relevant information, carry out an investigation and will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

If your school has purchased all the equipment that makes up the schools Admin infrastructure from a 3rd party support company then ICT Schools Team only provides technical resolution of SIMS and FMS, other software purchased either as part of the SIMS Package, the SIMS Upgrade Service, PFM, Prevent, Sophos and RBUSS (remote backup service for schools). 

 

Please clarify with the 3rd party supplier to identify the level and detail of support provided. Ongoing support for the device(s) will need to be provided by this supplier.

  • Termination of support packages requires three months’ notice.
  • Buckinghamshire Council LA Maintained schools not purchasing a SIMS Support package from ICT Schools Team will need to sign a contract with Capita for SIMS Annual Entitlement. Failure to do so will result in the withdrawal of permission to use of the Local Authority SIMS licence.
  • Notice must be given on school headed paper signed by the head teacher and sent to the ICT Schools Team Manager.

 

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Last updated: 30 October 2020

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