RM Integris Renewal for Barnet Schools 2013 - RM plc

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Parameter set-up/Applying global pupil changes Valid data import mechanisms Routine operational queries e.g. daily, by term and annual school events Compilation of standard reports Completing statutory returns Production of electronic output files We are always looking to promote and extend valid links with third-party software where they offer leading-edge features to complement our own. An example of this would be the Microsoft Office suite where we provide dynamic links to Word and Excel for mail merging letters and labels and for the creation of graphs and charts. The RM Support Team will also offer technical advice and assistance surrounding these links, on a ‘reasonable endeavours’ basis. A prerequisite for this element of our service is that the customer be competent in the use of these third-party products and that they are already installed and set up correctly. Direct support on the use of these products outside of any RM link will not be provided. Customer Responsibility It is anticipated that customers using any module within the Integrs G2 product suite will also undertake the recommended training programme. The support service is, therefore, designed to supplement customer training and not be seen as a replacement for it. Due to the demands placed on the support service, telephone training cannot be provided. First Response Our aim is to respond to all queries within the same working day, either with a resolution, an agreed next step or an acknowledgement of the query together with the investigating engineer and the call reference number. During peak periods of service, our response times may extend into the next working day for queries received after 14:00hrs. The significant majority of support queries are resolved on the initial call, but inevitably there will be cases where particular questions have not been encountered before and further investigation is required. In such circumstances, our commitment to the user is always to keep them informed of progress and to agree a time scale, if further investigative work is to be carried out. Unless otherwise stated, the maximum investigation time between these customer contact points is five working days. Process All incoming/outgoing calls and e-mails are recorded on our internal systems against the customer site and assigned a unique call reference number. This number may be supplied 14 | P a g e
to the customer upon request and can be used to check the progress of calls as well and to record supplementary information that may aid in the resolution. Any call received that requires further investigation or additional contact with the customer is left unresolved on our database and the Senior Support Consultant reviews the status of all such calls on a daily basis. On occasions, and at the discretion of RM, access to a customer’s data set may be requested for further investigative or corrective work. Our aim is to complete all data investigations/corrections within five working days from the mutually agreed start date. Should there be a requirement for the investigation to extend beyond this timeframe this will again be communicated to the customer. At the time of the initial request, the customer will be advised as to whether they are free to continue recording information on their live file. Where it is agreed that RM will carry out an amendment to the file, any data recorded by the customer during the interim period may be lost. In all cases, remote access to the live customer database is secured only by prior arrangement with the customer and by mutual consent. Data Protection RM respect the sensitivity of all submitted data and are registered under the data protection act (registration number: Z7139415). In terms of data protection legislation, all pupil information recorded on our Integris G2 software suite is regarded as 'sensitive pupil data' and we therefore give the following undertakings: ‣ Access to the data is restricted to only those RM Support Consultants who need to see it for the purpose of the investigative/corrective work ‣ All RM Support Consultants are fully aware of their responsibilities surrounding use, confidentiality and non-disclosure of the data ‣ Once the investigative/corrective work is complete, any data copied to support systems is securely removed and any accompanying media destroyed. As part of this undertaking we also ensure that the copy data cannot be restored in any way. Virus Protection Whilst the propagation of viruses and worms is outside of RM’s control, we make every effort to protect our systems and those of our customers. RM currently has a corporate agreement for the provision of anti-virus software across all of its divisions and includes remote workers. Monthly upgrades are distributed automatically to all RM workstations and servers. Any special upgrades required for 15 | P a g e
Page 1 and 2: RM Integris Renewal for Barnet Scho
Page 3 and 4: BENEFITS OF INTEGRIS G2 FOR YOUR SC
Page 5 and 6: FAQ Integris G2 Integris G2 is curr
Page 7 and 8: need training.) There are also like
Page 9 and 10: Option 1 - 3 Year order with 1 st l
Page 11 and 12: Option 3 - 1 Year order RM Finance
Page 13: Accessibility We offer comprehensiv

RM Integris Renewal for Barnet Schools 2013 - RM plc

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