Service Level Agreement 2024-2025 – The ICT Strategy Team – SIMS Support / AnyComms Plus / Remote SIMS Back Up Service / ACCESS Budgeting Software

Our service

We pride ourselves on providing an efficient professional service to our school customers. We will pro-actively develop this relationship through regular contact, inviting, listening, and responding to your comments and suggestions, by providing cost effective and responsive services giving you suitable choice, and through continuously seeking to improve our services.

We will:

• Use suitably qualified and experienced staff to provide services to schools; the level of qualifications, expertise and training of the staff providing support to schools will be consistent with the work being undertaken.
• We will respect the confidentiality of our relationships and dealings with schools and will operate within relevant legislation and corporate standards.
• Aim to provide best practice advice and guidance to enable you to make optimum use of ICT in your school.

SIMS support

The SLA service includes:

• SIMS support via telephone, remote access and email throughout the year including school holidays. If schools require onsite SIMS upgrades and fixes this will be charged as PAYU.
• SLA school staff will be given access to support notes, manuals and help sheets.
• Implementation of enhancements of the SIMS system will be facilitated by the ICT Strategy team for the benefit of all SLA schools, who will also ensure that B2B data synchronisation between schools and the LA is effectively managed.

SIMS upgrades will be released and applied to all non-Hosted SLA schools to meet statutory requirements, to enhance system functionality and/or to resolve software issues through patches and fixes. The date of the upgrade will be arranged by mutual consent with the school and the team; carried out remotely, free of charge. However, if an onsite upgrade is required or the school require documentation as they are not using Solus 3 auto-deployment, this will be a chargeable service, at the normal PAYU rate. The school must ensure their entire system and all data has been backed up before upgrades can be performed; ICT Strategy cannot be held accountable for any loss of data if the correct procedures have not been followed. It is estimated that there will be around three upgrades per annum however updates may occur more frequently when the supplier releases necessary enhancements. Schools will be informed via the newsletter of the schedule of releases and updates.

Free SIMS functionality webinars

Schools are facing an ongoing challenge to raise standards while keeping costs to a minimum. Being able to use your MIS efficiently can play an important part in allowing schools to focus on priorities. Therefore, we are offering regular webinars to enhance users’ skills and assist with completing statutory returns. A schedule will be released each term and announced in our regular newsletters.

Summary of our Complete and Comprehensive Support package

• Service Desk case logging and resolution
• Case monitoring and updates within business hours
• Key guidance and statutory information sent to you
• Regular best practice consultancy webinar sessions in term time
• Consultancy service – supporting school improvement and streamlining business processes
• SIMS updates and release management
• SIMS Integration with Local Authority systems and services
• SIMS expertise across the entire product suite
• *Annual SIMS Half-Day (3 hours) remote SIMS consultancy

* On-site visit will incur a £50 charge

B2B File Transfer facilities

B2B is an automated process that enables schools SIMS systems to update the LA’s central pupil database (Capita ONE) with daily information regarding pupil details, attendance and exclusions data. The information sent to the LA will assist the authority in meeting its statutory duty to safeguard children, will reduce the number of individual requests for data from schools and will assist the LA in providing targeted support services. 

Optional Services (Additional charge)

Remote SIMS Backup Service

(RSBS) – Non-Hosted Schools
The ICT Strategy Team provides a secure, remote backup and recovery service for all critical SIMS data. This service has been designed to supplement any existing local backup solution. The key features of the service include:

• Fully automated, online backup and recovery service for all SIMS data including Discover.
• Compressed, encrypted and securely transmitted data directly to two UK secure data centres.
• ESS approved service for protecting SIMS data.

*This solution will not replace existing local physical backups in schools and will backup SIMS data only. The ICT Strategy Team will not be held responsible for any potential loss of data.

AnyComms Plus

AnyComms Plus (AA+) will be licensed, supported and maintained by the ICT Strategy Team.

The service includes up to three accounts per school. Additional accounts can be added for an additional charge.

AA+ is a tool which enables the secure transfer of data between schools, the Local Authority and other approved external organisations. Examples include FFT databases, new intake information, pupil core data, CYP and census files.

ACCESS Budgeting Helpdesk Support

The SLA service includes:

• Helpdesk support via telephone and email throughout the year including school holidays.
• Call escalation to ACCESS Budget help centre.

Pay As You Use (PAYU) Services

SIMS Consultancy

Additional SIMS support is available for purchase at the stated PAYU rate. PAYU work will be scheduled to take place at a time and date that is negotiated and agreed between both parties. The following optional services are available:

• Basic, Intermediate or Advanced SIMS on-site training for members of staff
• Training to school’s lead SIMS officer on how to administer and maintain the system
• Specialist Secondary SIMS expertise, including:
  • Nova T6
  • Course Manager
  • Options and Options Online
  • Post-16 curriculum
  • Academic Management
  • Exams
  • Cover
  • KS3 and KS4 Assessment
• Specialist SIMS Assessment Manager expertise; Primary and Secondary -including:
  • Initial consultancy with the school’s lead assessment person to set up Assessment Tracking and Performance Analysis
• Ongoing updates with the schools SIMS assessment lead
• Remote access to the school’s system to enable SIMS specialists to set up and edit tracking templates, mark sheets, aspects, grade sets, individual reports and performance analysis grids
• Comprehensive health check of your SIMS system
• Assist in the recovery of SIMS data after:
  • Virus infections (where sufficient care has not been taken by the school to avoid a problem, e.g., up-to-date anti-virus software not installed)
  • Problems arising from the installation of illegal software
  • Technical problems arising on networks and systems not installed and supported by approved ICT Service Providers
• Project management services for implementation of new SIMS functionality within the school

SIMS Upgrade Service

If onsite assistance is required with server updates or applying patches for the SIMS database, our team can carry out a site-visit to carry out these changes. This is a PAYU service chargeable by the hour.

SIMS Database Migration Service

SIMS database migration services, following the purchase of a new server. We can provide full management of database migration and installation, including:

• Full health check and backup of current SIMS system prior to migration including Solus and SIMS Discover.
• Migration of the SIMS database(s) and linked files.

The SIMS Database Migration form must be completed a minimum of two weeks before scheduled works. The form can be found at;

Request SIMS DB migration

This is a PAYU service - for SLA schools only - at a fixed cost of £400 (provided that all prerequisites detailed on the booking form being completed).
This will not include any 3rd party software that relies on SIMS, including, Tucasi SCO, Call Parents etc.

Training Services

All schools are able to use this service, although schools subscribing to the SLA are entitled to preferential rates. All training will be delivered either by our staff or approved external trainers.

Please note all PAYU services are dependent on resource being available.

PAYU charges

*All consultancy/training is delivered online, if onsite is required this will incur an additional charge. Please contact csl.ict@southampton.gov.uk or telephone 023 8083 4555

Customer Responsibilities

To enable us to deliver effective services to your school, we require you to take 1)

• All computer equipment should be fit for purpose and comply with all prevailing testing requirements for electrical appliances
• All computer equipment should be in an accessible place and a suitable operating environment
• All computer equipment should be operated and maintained in accordance with the manufacturer’s recommendations
• All computer equipment should be the subject of a current maintenance agreement or be covered by the original manufacturer’s warranty
• All supported computers running Microsoft Windows should be Microsoft compliant
• All software applications used should be appropriately licensed
• Your staff are appropriately trained, are aware of operational procedures and give due regard to relevant documentation and instructions (see Note 2)
• Regular, daily backup procedures should be in operation with appropriate verification. Data failures and corruptions may take some time to become apparent, so it is important that a robust cycle of backups is maintained
• All Health and Safety regulations, as they apply to computer environments, are implemented
• You provide a safe working environment for our staff when they are working at your school which complies with all appropriate Health and Safety regulations
• You can provide user login and password details when reasonably requested, for support purposes
• Ensure software media is kept in secure area and made available to support staff upon request
• All replacement, extension or adaptations to systems must not adversely impact the existing environment to the detriment of support arrangements
• Solus 3 must have auto-deployment enabled.

The use of remote support services and SOLUS online upgrades to SIMS, B2B, Examination entries and other developments require workstations and servers to have direct links with support systems outside the school. For these systems to function correctly it is important that appropriate technical configuration is in place on the school network. Should the ICT Strategy team’s services not be available due to restrictions on the school network or system, it is the responsibility of the school to rectify the restrictions.

Note 1 - Work undertaken by ICT Strategy because of virus infections in systems not sufficiently protected, will result in an additional charge

Note 2 - Use of our services as a direct result of malicious or negligent actions or intent will result in an additional charge

Restrictions & Exclusions

Third Party activities - The ICT Strategy team reserves the right to limit support where systems are changed or affected by the actions of third parties. Subject to any third-party installations, extension or adaptation of the supported system(s), a pre-adoption site visit may be required, and additional charges may be applicable.

Malicious actions - The ICT Strategy team reserves the right to limit or cease support where a problem occurs as a result of malicious, mischievous or negligent action or intent. In these circumstances, additional charges may be applicable.

Virus infected systems - The ICT Strategy team reserves the right to suspend support on any virus infected systems.

Supported Hardware and Software

Operating Environments

Schools must ensure that their hardware/software meets the current minimum specifications required for compatibility with systems and software covered in this SLA.

SIMS Applications

• SIMS .net Core
• SIMS System Manager
• Attendance/Lesson Monitor
• SIMS .net Reporting
• SIMS.net PowerBi
• Discover
• SEN
• Interventions
• Examinations Organiser
• Assessment Manager and Parental Reporting
• Programme of Study
• Profiles
• Registration and Admissions
• SIMS Personnel and Staff Performance
• Options Online
• Statutory Returns
• Timetable
• Cover
• Academic Management
• SIMS Services Manager
• Solus3
• SIMS Teacher App
• SIMS Parent App
• SIMS In Touch
• SIMS Connected

Other Information Management System related software

• Anycomms Plus
• Redstor (Remote Backup)
• ACCESS Budgeting Software

Helpdesk

The ICT Strategy Helpdesk is open during term time between 08:30 and 16:30 Monday to Thursday, and 08:30 to 16:00 on Fridays. Non-term time the Helpdesk will be open between 09:00 and 16:00 Monday to Friday. An out-of-hours email and voice message system will also be in operation; and responded to as appropriate on the next working day.

The Helpdesk will close for up to six half days per year for staff training. At least two weeks’ notice will be given for any closure. During these times the out-of-hours email and voice message system will be in operation.

There is no service provided on UK bank and public holidays; and for the period between Christmas Eve and New Year’s Day.

For all enquiries, please telephone 023 8083 4555 or email:csl.ict@southampton.gov.uk

Escalation procdure

Providing excellent customer service is our top priority, and we endeavour to resolve all problems to the customer’s satisfaction as quickly as possible. However, in the event that a customer feels they need to escalate an incident, the following procedure should be used:

• 1st Stage - Please call the ICT Strategy Helpdesk on 023 8083 4555, or email csl.ict@southampton.gov.uk
• 2nd Stage - Partnerships & Commercial Services Lead – Nik Taylor (023 8083 4595) nik.taylor@southampton.gov.uk
• 3rd Stage - Head of IT – Gavin Muncaster gavin.muncaster@southampton.gov.uk

We utilise an industry standard incident management system (Alemba Cloud) for call logging, performance tracking and escalation.

We monitor written and oral feedback following user group seminars, training sessions and onsite support and respond or action as appropriate.

An ICT Strategy Newsletter is published regularly by email to supported schools and other users on request.

The ICT Strategy Team adheres to SCC Corporate IS & IT Standards, i.e. receiving and responding to email and telephone correspondence - contact the helpdesk for a copy of these Standards.

Please note that the service term is 12 months. Once signed up no refund will be issued for cancelling the service during this period.