Package 2
In this package we offer the following types of support -
- Telephone Support
- Email Support
- Remote Assistance (using remote desktop connection solutions where available)
- Scheduled visits and Emergency onsite assistance (extra costs may apply, if outside the SLA)
Service availability -
- Telephone support: 8:30 AM — 4 PM Monday – Friday during school term time (Calls which are received out of these hours will be taken via voicemail but will be followed up the next school day)
- Email support: Monitored 8:30 AM — 4 PM Monday – Friday during school time (Emails received outside of office hours will be collected and will be followed up the next school day)
Service Requests -
In support of services outline in the Service Level Agreement, the Forest of Dean Trust will respond to service-related incidents and/or requests submitted by the partner primary school within the following time frames:
- Next working day for high priority issues
- Within 2 working days for medium priority issues
- Within 5 working days for low priority issues
- Remote assistance will be provided in line with the above timescales depending on the priority
- Onsite support will be arranged as necessary, depending on the priority and availability of the IT team
Types of Service -
This package of support service will cost £1200 per annum, this includes all core services, plus up to 2 additional services.
Core Services:
- 5 visits during term times; these will be planned in advance and would generally be on a monthly basis (these days would primarily be to perform routine maintenance, such as projector filter cleaning, monitoring backups, visual safety inspections, ensuring anti-virus and patches are up to date etc...)
- Access to another 5 days of on-site or remote support. These may be triggered by the visiting technician in response to the above activities or by the school itself registering a support call or request
- Software installation; automatically via package build and deployment or MSI file where possible, otherwise manually installation on network clients. This will be subject to software licence terms and conditions
- Advice and guidance: this can be for just as little as advice on purchasing new IT equipment
- Fault analysis will be carried out and guidance offered to the next steps if a problem cannot be resolved as part of the service agreement for the following:
Wired network infrastructure (switches, hubs, cabling and network points)
Desktop PCs
Laptops (hardware and software; wireless networking issues)
Additional Days -
If additional days are needed or one-off projects outside the scope of agreement are requested, these may be provided at costs of:
- £50 for a half-day
- £100 for a full day
Summary
|
Summary of Agreement |
Core Services |
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|
Yearly Cost (split into terms) |
£1200 p.a. |
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|
Hours Available |
40 onsite + 40 remote (5 scheduled visits per year plus additional as needed) |
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Supported Items |
Desktop PCs, laptops, servers, printers and other ICT peripherals |
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Backup Strategy |
Advise and monitor |
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|
Supporting Team |
Data & systems Lead, Primary Partner ICT Technician, ICT Technical Technician |
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Helpdesk |
Agreed between schools; flexible via email |
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Reporting |
Ongoing + annual review and advice |
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Additional Costs |
£50 for a half-day or £100 for a full day |
In this package, we offer the following types of support -
- Telephone Support
- Email Support
- Remote Assistance (using remote desktop connection solutions where available)
- Scheduled visits and Emergency onsite assistance (extra costs may apply, if outside the SLA)
Service availability -
- Telephone support: 8:30 AM - 4 PM Monday - Friday during school term time (Calls which are received out of these hours will be taken via voicemail but will be followed up the next school day)
- Email support: Monitored 8:30 AM - 4 PM Monday - Friday during school time (Emails received outside of office hours will be collected and will be followed up the next school day)
Service Requests -
In support of services outlined in the Service Level Agreement, the Forest of Dean Trust will respond to service-related incidents and/or requests submitted by the partner primary school within the following time frames:
- Next working day for high priority issues
- Within 2 working days for medium priority issues
- Within 5 working days for low priority issues
- Remote assistance will be provided in line with the above timescales depending on the priority
- Onsite support will be arranged as necessary, depending on the priority and availability of the IT team
Types of Service -
This package of support services will cost £1500 per annum, this includes all core services, plus up to 2 additional services.
Core Services:
- 5 visits during term times; these will be planned in advance and would generally be on a monthly basis (these days would primarily be to perform routine maintenance, such as projector filter cleaning, monitoring backups, visual safety inspections, ensuring antivirus and patches are up-to-date etc...
- Access to another 5 days of on-site or remote support. These may be triggered by the visiting technician in response to the above activities or by the school itself registering a support call or request
- Software installation; automatically via package build and deployment or MSI file where possible, otherwise manually installation on network clients. This will be subject to software licence terms and conditions
- Advice and guidance: this can be for just as little as advice on purchasing new IT equipment
- Fault analysis will be carried out and guidance offered to the next steps if a problem cannot be resolved as part of the service agreement for the following:
Wired network infrastructure (switches, hubs, cabling and network points)
Desktop PCs
Laptops (hardware and software; wireless networking issues)
Additional Days -
If additional days are needed or one-off projects outside the scope of the agreement are requested, these may be provided at costs of:
- £50 for a half-day
- £100 for a full day
Summary
|
Summary of Agreement |
Core Services |
|
|
Yearly Cost (split into terms) |
£1500 p.a. |
|
|
Hours Available |
5 scheduled visits per year 1 additional onsite day as required throughout the year |
|
|
Supported Items |
Desktop PCs, laptops, servers, printers, tablets |
|
|
Backup Strategy |
Advise and monitor |
|
|
Supporting Team |
Primarily ICT Technician, with wider support from ICT Manager & Senior ICT Technician |
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|
Helpdesk |
Via phone and email | |
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Reporting |
Each visit will have notes detailing actions taken and |
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Additional Costs |
£75 for a half day or £150 for a full day |