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Moodle & Totara Learning Management Systems Service Description G-Cloud 7

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Moodle & Totara Learning Management Systems

Service Description – G-Cloud 7

Introduction

Founded in 2003 as a learning technology company providing solutions to the education sector,

Webanywhere has diversified to support lifelong learning across the public, private and third sectors.

Over 120 staff are employed across the operational bases in the UK, US and mainland Europe.

The Service

We provide hosting of both Moodle and Totara Learning Management Systems.

Webanywhere, as one of the largest Moodle partners in Europe, has extensive experience customising

and tailoring Moodle and Totara to customer requirements. As a base offering, hosting and support

of Moodle/Totara is available, but on further discussion and bespoke quotation additional services

such as consultancy, development, testing, training and strategic leadership are offered as detailed in

the SFIA rate card.

Buying and Delivery Process

Webanywhere will provide a quotation upon request for the services that you require. You may wish

to have preliminary conversations with our sales and consultancy teams prior to quotation in order to

clarify any questions you may have and understand exactly which services you require.

Pricing is based on the following factors which should be provided to help us build the correct price

for you:

•   Do you require Moodle or Totara (we can help you make this decision if required)

•   Total number of users

•   Maximum number of concurrent users (users accessing the system at any one time)

•   Do you require data migrating from a previous LMS (course content, records of course

completion), and if so what is the quantity of data?

•   Do you have any bespoke requirements that are not covered by the base Moodle/Totara

system (again, we can help clarify this with you)

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The steps following the decision to buy are as follows:

1.   Clarify, document and agree project approach and requirements

2.   Build staging (test) and production (live) hosted systems. The staging system will always be

available for testing functionality separately to the main live system

3.   Implement any custom functionality as determined during purchasing stage

4.   Implement a custom theme, giving the system a look-and-feel consistent with the customer’s

brand and imagery. This is provided as standard and includes up to 2 iterations of the design

with our art team.

5.   Undertake user acceptance testing with the customer on the staging system

6.   Agree go-live once staging setup is validated and migrate to live environment.

Typically for smaller projects this will take 3-4 weeks.

Service Integrity

The service is hosted by Rackspace UK, a G-Cloud provider in their own right, whose security

certifications can be seen at

http://www.rackspace.co.uk/security-reliability

All Rackspace costs are included in the price of the Webanywhere service. The customer will have no

direct contact with Rackspace.

All systems are backed-up daily to a location physically separate to the Rackspace system.

All systems are monitored 24/7 by the Webanywhere network operations team located in Leeds, UK in

addition to infrastructure monitoring and remediation by Rackspace UK

Communication between the user and the system will be encrypted using HTTPS (SSL). By default this

uses a certificate signed by Webanywhere Ltd, but the customer’s own certificate can be used if

provided to provide the system on the customer’s domain name.

Offboarding

In the event that you no longer wish to continue service with Webanywhere, please provide 1 month’s

written notice including what data you would like to be transferred back to you. In the event of the

data being of large quantity (>5GB) then additional costs for data transfer may apply. After a final

service date has been agreed, the system will be decommissioned and any data will be securely

destroyed.

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SFIA Rate Card

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an

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Su

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Int

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1: Follow

900

900

600

600

900

900

2: Assist

900

900

600

600

900

900

3: Apply

900

900

600

600

900

900

4: Enable

900

900

600

600

900

900

5: Ensure/Advise

900

900

600

600

900

900

6: Initiate/Influence

900

900

900

900

900

900

7: Set Strategy/Inspire

900

900

900

900

900

900

Notes:

•   Standard working day – 8 hours excluding travel and 1hr lunch break

•   Working week – Monday to Friday excluding national holidays

•   Office hours – 0900-1700 Monday to Friday excluding national holidays

•   Travel and Subsistence – Not included in pricing, will be quoted in advance

•   Professional Indemnity Insurance – Included in day rate

•   All prices are in GBP exclusive of VAT

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Technical Support Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Webanywhere Ltd (the Service Provider) and G-Cloud 7 Customer (the Customer) for the provisioning of IT services.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to:

·∙ Provide clear reference to service ownership, accountability, roles and/or responsibilities. ·∙ Present a clear, concise and measurable description of service provision to the customer. ·∙ Match perceptions of expected service provision with actual service support & delivery. 3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: Service Provider(s): Webanywhere Limited (“Provider”) Customer(s): G-Cloud 7 Customer (“Customer”) 4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. 5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. 5.1 Service Scope

The following Services are covered by this Agreement; 1. Telephone support

2. Monitored email support

3. Remote assistance using Remote Desktop and a Virtual Private Network where available 4. Planned or Emergency Onsite assistance (extra costs apply)

5. Server maintenance 5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include: Payment for all support costs at the agreed interval.

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Reasonable availability of customer representative(s) when resolving a service related incident or request. 5.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with service related incidents.

Appropriate notification to Customer for all scheduled maintenance. 5.4 Service Assumptions

Assumptions related to in-­‐scope services and/or components include:

Changes to services will be communicated and documented to all stakeholders. 5.5 Service Management

Effective support of in-­‐scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-­‐scope services and related components.

5.6 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows: 5.6.1 Hours of Operation, Location and Contact Information

Monday to Friday -­‐ 8.30am -­‐ 5.30pm GMT

Note -­‐ Exceptions are inclement weather days and announced official UK holidays. 5.6.2 Location

Webanywhere Ltd, 6th Floor, City Exchange, 11 Albion Street, Leeds, West Yorkshire LS1 5ES Contact Information: Telephone -­‐ +44 113 3200 750

Email -­‐ support@webanywhere.zendesk.com 5.7 Standard Out of Hours Support

The following are the procedures to engage Webanywhere support for emergencies after business hours. 5.7.1 Emergency

To request after-­‐hours emergency support, please contact the following numbers 0113 3200 750 or 866-­‐713-­‐0496 (free) 1. First line contact desk is available 24/7

2. Second line technicians are available between the following non-­‐business hours of: -­‐ Monday -­‐ Friday 5.30pm -­‐11pm and 7.30am -­‐ 8.30am GMT

-­‐ Saturday & Sunday 10am -­‐10pm GMT

1. Note, the resolution time for an emergency out of hours issue would be covered only between the hours specified above, for example, if the system went offline at 12pm, the technician would be aware of this but would only start the resolving the issue at 7.30am the following day with a resolution time of 4 hours.

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5.8 Service Features

Security Patches - Yes, as requested Backup to separate physical location - Yes Proactive monitoring - Yes

Out of hours support team (24 hours) - Yes Location - UK

Version Control (GIT Repository) - Yes Uptime - 99.5%

Scheduled Maintenance Notice Period - 24 hrs Online ticketing system - Yes

5.9 Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

Priority Example Response Time Resolution Time

Urgent A widespread outage of the system. Any problem where more than 5 users

are unable to complete learning modules due to widespread outages. 1 hour 4 hours High Situation which affects 1 to 5 users, no workaround available. For example,

site outage due to technical issue within the LMS which means 1 to 5 users cannot access the learning modules.

2 hours 2 days * Normal Situation which affects fewer than 5 people where a workaround is available.

For example, site is still functioning but for fewer than 5 people there are issues which prevent learners accessing their individual progress reports.

8 hours 5 days * Low No effect on learners accessing the system. For example, request to add a

LMS plugin such as the quiz module. 8 hours 10 days * * Denotes working days, i.e. Monday to Friday, excluding UK national holidays

5.9.1 Fair Use Policy

The fair use policy is based on how many tickets/support tasks are logged in the Webanywhere Helpdesk system. Fair use equals no more than four concurrent open tickets at any one time – any additional tickets (5 or more open) may result in the resolution time, as per the SLA, being extended for all tickets.

References

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