Transcript
PROVISION OF BROADBAND SERVICES SERVICE LEVEL AGREEMENT
INTRODUCTION The Bracknell Forest Broadband Service for Schools comprises: •
A contract with RM Education, the Service Provider, for the provision for a fully managed service providing high speed broadband and associated services to all schools. The contract was procured through the South East Grid for Learning’s Framework;
•
A range related services provided through SEGfL;
•
Secure access to Council operated services including HR and payroll provided through a secure Vitual Private Network (VPN).
FEATURES • Fully managed, secure and reliable high-speed broadband connectivity for all schools. • Proactive management and monitoring of internet connectivity to each site 24/7. • Web filtering designed for education use that can be customised at individual school level down to individual users. • E-safety support and guidance. • Reactive telephone and email support. BENEFITS •
All schools benefit from a good connection with high bandwidth, high reliability and high security. “Fibre to the Premises” connectivity offers symmetric (equal upload and download) speeds.
•
Economies of scale through aggregated procurement and cost smoothing - cost effective for large schools and affordable for small schools and units. Indications from a neighbouring authority are that although larger schools pay proportionately more, the aggregated purchasing means that charges are still competitive with “like for like” services purchased independently.
•
Monitoring and logging – internet access is monitored and logged and when needed, evidence can be provided to Headteachers in the event of inappropriate access or activity.
•
Unlimited change requests completed within 8 working hours when logged with RM.
•
Reliability – key parts of the network are duplicated to provide greater resilience.
-1-
•
Penalty payments – if the service does not meet agreed levels then penalty payments come into force. These are not normally part of contracts if schools purchase their connectivity individually.
MORE DETAILS The managed service includes the following: • High speed connectivity at either 10Mbps minimum (primary and special schools) or 100 Mbps minimum (secondary schools). This service is provided 24 hours a day, seven days a week, 365 days a year. • Backup connectivity at the core for resilience • Comprehensive web filtering that includes the illegal lists and inappropriate material. The service is regularly updated by the service provider. • Web filtering service designed for educational use - age and user appropriate and can be adjusted by the school. • Ability to monitor broadband usage online from school • Change control procedures to allow modifications to the service provided • Reactive telephone and email support Optional Services • RM EasyMail web-based email service • Domain name hosting and registration • Web Hosting Services • Online Safety Guidance and support Services available through SEGfL • Buying Association offering discounts on device and network software and hardware. • Free access to a suite of NEN-education Network licensed resources covering all subject areas and key stages. www.nen.gov.uk • Access as part of the JANET Network (the Joint Academic Network) to services such the purchasing of SSL certificates (£40 + VAT for 3yrs per certificate). • Use of SEGfL Passport, a Shibboleth Authentication service that is linked with the JANET UK Access Management Federation (UKAMF) • Advice and guidance on safeguarding and technical issues. • Free entry to presentations or events organised by SEGfL. Other • Access to the Council intranet site, HR and Payroll systems, secure data transfer between SIMS and the Council’s education management system • Contract Management by the LA, including service monitoring and reporting with the Service Provider and schools. • Briefing meeting on service improvements and regular email updates. MANAGEMENT ARRANGEMENTS The Service Provider (RM) provides regular reports to the LA on the quality of service provision and any issues requiring resolution. The LA meets regularly with the Service Provider as part of the programme of monitoring. The Service Provider also provides individual schools with online access to information enabling them to monitor their use of services.
-2-
CLIENT SCHOOL RESPONSIBILITIES Where a school requests a strategic or tactical change to their current installation a Change Request Form has to be approved by the LA, once approved by the LA this will be passed to RM to action. As part of the extension there will be no restrictions on the number of changes that may be requested by individual schools. Schools must provide access at appropriate times to allow for the inspection and maintenance of any installed equipment related to the provision of this service. Schools should not attempt to modify any such installation without prior approval from the ICT Services Manager. AVAILABILITY OF SERVICES The Managed Service Contract guarantees levels of broadband internet service provision. The Support Line is open all year round Monday – Friday, 8am – 6pm (excluding bank holidays). BILLING AND PAYMENT ARRANGEMENTS Schools will be charged for the service based on the total cost of the contract. Schools will be contacted to provide a cost centre for a recharge to be made.
DURATION OF THE AGREEMENT This is an extension of the contract with RM expiring on 31st August 2016. It will run from 1st September 2016 to 31st March 2017 when a new contract will be offered to schools. Contacts: Contract Management Technical Support ICT Helpdesk
[email protected] [email protected] 01344 351100
-3-
