Services offered 2012/13 - Sunderland Learning Hub

In addition to the above EDit staff will also provide support to ensure continuity of service duringtimes of particular need, e.g. census, summer exams results, start of academic year.At any time, customers may notify us of incidents by email, fax or web. We may makeautomated and other access in order to efficiently maintain and repair systems, and we maynotify customers by email, fax or web. Estimated response and resolution times will be notifiedper incident, on request.All Staff within ICT working with schools are CRB checked.MONITORING AND EVALUATIONReports taken from performance against Service Plan and EDit Team Plan.Through use of Sostenuto ( Service Desk System) to monitor work.Surveys.SCHOOL RESPONSIBILITIES• Customers must ensure that staff have been trained in software modules as necessary toensure effective use to meet statutory and other obligations in a timely manner.• Customers should make use of the EDit web site for guidance, reference and reminders.• Customers should name one main point of contact, to whom we will occasionally emailupdates and information.• A complete daily backup is of prime importance. All users must log off each night to ensurethat this is possible. EDit will backup pupil, personnel and other data, as agreed, off siteeach night. Schools with large administration networks with many users, and serverscontaining vital data and documents, are advised to invest in their own additional backuparrangements (e.g. to tape).• Computers and programs should be shut down properly. On larger or vulnerable systems,or where advised, servers should be powered through a UPS to protect against mains faults.• Customers should ensure the physical security of their servers, computers and data.Customers should ensure that access to data is limited as they wish and intend. Usersshould have unique Ids with their own passwords. Policy documents are available forguidance.• Schools should ensure that policies are in place, which ensure compliance with all currentlegislation as well as best practice.• Support and guidance should only be sought and taken from EDit. Only a customer’s ownstaff and EDit staff should work on systems. Repairs must only be attempted by EDit or by acustomer’s staff following our instructions.• Malfunctions or system faults must be reported immediately. If necessary, all work must besuspended and users logged out until and while repairs are undertaken.• To ensure the most timely response to incidents which are raised, customers should enable:a) network access to systems for EDit staff at all timesb) physical access to systems during the working day, on requestc) physical access to systems beyond working hours and outside school term time, byarrangement• Where customers are working to deadlines, work should be undertaken to allow adequatetime for EDit to help effectively.72