ICT Services for Schools Service Level Agreements

Technical Support – Admin Networks

Any modern school needs technology that works when you need it to, that’s why we are proud to provide our technical support services for School Administration Networks. As part of our technical support services, we provide the following packages of services.

Admin Server and Domain Support

Your admin server is the workhorse of your school’s administration network, it hosts your files stored in your pool drives, the databases for your management information systems (SIMS and FMS) and controls access to computers on your administration network. This is a vital component in the ICT provision within school.

This service provides support for the following:

  • Hardware Failures
  • Uninterruptable power supply hardware
  • Operating System and Operating System Updates
  • Infrastructure services s Infrastructure Services such as DHCP, Active Directory Trusts, DNS, Trusts and group policy
  • Installation of third-party software
  • Data backup
  • User account administration
  • Disaster recovery service
  • Included support for 1 workstation in primary schools and 2 in secondary schools.

Admin Workstation Support

Workstations, such as laptops or desktop computers are a key part of the ICT Infrastructure within each school, this service provides a reactive support service for each supported device.

This service provides support for the following:

  • Hardware failures
  • Installation of new equipment
  • Operating Systems
  • Operating System Patches
  • Application Software
  • Health Check
  • Cheque Printers
  • Anti-Virus management

Anti-Virus Licences

An Anti-Virus product is a programme which is designed to detect and remove malicious software including viruses from your computer. Malicious software, also known as malware, is computer software which can harm your computer systems and the software that you have installed on them.  Unfortunately, malicious software can find its way into your computer via various means such as, email attachment, downloading across the internet, visiting a malicious website, or by inserting infected media such as a USB stick, mobile phone, or CD/DVD.

Cyber threats are a reality for schools and having a defence mechanism in place to protect against those threats is key to protecting the ICT Infrastructure of a modern school. The security of your computer systems should be a multilayer approach such as by having an appropriate firewall installed, web filtering and regular software updates, Anti-Virus helps to secure your device should malicious software find its way in.

This service provides:

  • McAfee Anti-Virus licences for all computers in a subscribing school,
  • Relevant virus definition dates
  • Software upgrades

Safe data Offsite Backup

Your data is valuable. Schools have invested heavily into ICT and with that comes an increasing reliance upon electronic data, not to mention the time invested in creating student records, assessment information, financial data, lessons and lesson plans and student’s work.

There are many risks to your data, these range from fire and flood, accidental damage, malicious damage by an employee, student, visitor or an unknown perpetrator, ransomware, theft of hardware and many others.

The loss of this data even for a short period of time can be substantial and, in some cases, may come at a large cost, including financial, reputation and not to mention in the time required to recreate lost data. Some consequences of data loss are shown below:

  • Reputational
  • Regulatory
  • Direct Costs
  • Time

To protect schools, Coventry City Council’s ICT & Digital Service has partnered with Safe Data Storage to provide a cloud-based backup service, which can back up all your school’s data, including data held on servers such as Word documents, Excel, photos, your applications such as SIMS & FMS and data held in cloud applications such as Office365.

The following is a description of the services provided as part of this service element.

  • Remote back up of data selected by the school.
  • Support for configuration of the Safe Data Storage product.
     
  • Data restores, as necessary.
     
  • Advice and guidance on backup strategy for your individual needs.

Service Delivery

We provide these services via: -

  • Telephone and remote support
  • On site visits where necessary
  • Documentation on our website
  • Face to Face Training, Webinars, Online Courses, and Events

More information

For more information, please read the service catalogue document for this service and the main ICT & Digital SLA document.

Pricing and how to purchase

The pricing for this service is a flat rate per school. You can obtain a price from the Services to Schools website.

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