ICT SUPPORT SERVICES
SERVICE LEVEL AGREEMENT
2008 – 2009
Period of agreement:
This document will run from 1st April 2008 to 31
stMarch 2009 and remains valid until
superseded by a revised document. The document will be reviewed annually.
Link2ICT will allow 30 days from receipt of this document for any comments or
disagreements to be raised. If we do not hear from you within these 30 days,
Link2ICT will assume your acceptance of this Service Level Agreement, our
Statement of Charges, and you will be invoiced accordingly.
Signed by Mark Mynard - Head of Service for Link2ICT Services
Name: Date:
1
stApril 2008
Signed by Bridget McGinley - Head of IT Operations for Link2ICT Services
Name: Date:
1
stApril 2008
1.0 SCOPE OF AGREEMENT
This service level agreement (SLA) document outlines the terms and conditions under which Link2ICT will provide specified Services to Customers. Link2ICT is a division of Service Birmingham, a joint venture strategic partnership between Capita and Birmingham City Council that was launched in April 2006. Service Birmingham is contracted to provide Information and Communications Technology (ICT) services to the City and support business transformation initiatives where defined. Link2ICT specialise in providing services for the learning element of this contract, maintaining close working relationships with Children, Young People and Families and Adult and Communities strategic directorates; Schools, Adult Education and Youth Services in Local Authorities (LAs) nationwide; and Adult Education/Further Education providers along with external agencies e.g. Becta, DCSF, Learning Skills Council and partner suppliers.
Our focus at Link2ICT is to provide and support the technical infrastructure and systems that our customers need. We are proactively working to encourage a transformational approach to learning and knowledge using ICT.
Our mission statement reflects our focus:
“ C o n n e c t e d s o l u t i o n s f o r
l e a r n i n g a n d k n o w l e d g e ”
The objective of this document is to provide a basis and framework for the delivery of high quality services that meet the needs of customers.
2.0 SERVICE DESCRIPTION
Link2ICT is the single integrated point of contact for the delivery of ICT. Our key business functions include: Technical Services, Business Services (includes the Service Desk and Application Support), Systems Development, Service Strategists and Business Improvement. To deliver the benefits of ICT, we also work closely with other divisions within Service Birmingham to build a coherent infrastructure across the City. A breakdown of services is described in Link2ICT literature, which is also available on our web site: http://www.link2ict.org
3.0 SERVICE AVAILABILITY / HOURS OF SUPPORT
Service Availability Hours of Support
Telephone: 0121 303 5100
(You can also use this number to leave a message out of Service
Desk hours by choosing option 2)
Email: [email protected]
Via the Internet: AssystNet self-service call logging
https://assyst.bgfl.org/assystEnterprise
08:30-17:15 Mon-Thu 08:30-16:15 Fri Out of term time: 09:00-17:00 Mon-Thu 09:00-16:15 Fri
Out of Hours Services: It is recognised that there will be occasions where an Out of Hours Support service will be required. These do vary in nature depending upon the requirements outlined for the out of hours working. Where there is a need for specific arrangement to be made, contact must be made with the Support Service Manager (see contact details in section 10.2), who will identify the requirements and commission appropriate support resources. Except in an emergency, a minimum of 14 working days notice would be required and our ability to service the request would be based on reasonable endeavours.
4.0 CUSTOMER SERVICES
When you contact the Service Desk an IT support analyst will ask you a range of questions (call scripting), the answers to these will enable them to either resolve the problem or assign to the appropriate team for resolution. The details will be recorded on a central recording system. Once the nature of your problem or service request has been recorded, you will be provided with the:
Incident Reference (for reference purposes)
Incident Priority (the standard timescale for responding to and fixing the call)
4.1 Prioritising your call:
Priority No. Response Time Fix Time Service Definition
Priority 1 (P1) 2 working hours 8 working hours*
Full loss of service –
(e.g. whole network or business critical system failure) affecting multiple users with no
immediate workround available Priority 2 (P2) 4 working hours 16 working
hours*
Partial loss of a service with critical business impact, with no immediate workaround available. Priority 3 (P3) 1 working day 3 working days* No immediate business impact
for which a workaround is available
Priority 4 (P4) 2 working days 10 working days*
General application errors and problems/faults
Priority 5 (P5) 2 working days Timescale to be agreed with customer
Service Requests+, Projects, etc.
*Dependent on underpinning contracts with Third Party Suppliers
+
A Service Request is an enquiry that has been identified as not being a problem or a fault identified on existing equipment, network or systems being used
4.2 Escalation Procedure
Where it is appropriate to escalate a call, either because it has gone beyond targets set for response/fix times or the customer wishes to reprioritise their call/request, the following escalation procedure is available:-
ESCALATION PATH
Escalation Level 1: Call Updates and Progression
Service Desk Escalation Level 1: Provides call updates and initiates call escalation to the appropriate team owners/Service Delivery Managers
Escalation Level 2: Call Actions and Resolution
2nd Level Support Escalation Level 2: Investigates, solves and fixes/resolves support calls that cannot be completed by the Service Desk. Escalate problems to 3rd level support or 3rd Parties.
Escalation Level 3: Call Management and Monitoring Support Services
Manager
Escalation Level 2: The Support Services Manager will investigate the call and define next actions – monitoring until fixed
Escalation Level 4: Head of Operations Head of IT
Operations
Escalates to Senior management level within the organisation Escalation Level 5: Head of Service
Head of Link2ICT Escalates to the Head of Services
5.0 SERVICE DEPENDENCIES 5.1 Third Party Suppliers
Link2ICT has a role in negotiating appropriate support agreements with third party suppliers. Where a resolution to a fault or service request is dependent upon a third party supplier we will undertake to log the call within the agreed target timescales. The provision of a response from the third party supplier will be dependent on service levels established within their contractual arrangements. A service catalogue provides an outline of all IT services provided by Link2ICT, which includes: Service details and third party dependencies with an outline of their service levels.
6.0 CUSTOMER RESPONSIBILITIES:
It is expected that the service levels described in this document can only be consistently delivered when the customer takes the responsibility of reporting the necessary ICT faults/ problems and service request though the Service Desk in order to action, monitor and fix the calls effectively. (Important Note: See section 9.3 for non-compliance/additional charges.)
6.1 Service Desk
To get the most from the Service Desk customers are advised to:
Ensure computer maintenance cover is up to date
Purchase new equipment from BCC approved suppliers (we can then negotiate problems on your behalf and you are covered within financial regulations)
Ensure software installed adheres to Link2ICT supplier recommendations.
Complete and check daily back ups (if not subscribing to the remote backup service)
Make a note of any error message before phoning the Service Desk
Make sure that when contact has been made to the Service Desk you have access to a phone near the machine that you are experiencing a fault or a problem with, or working from a machine with remote support installed
Keep a record of your Incident Reference (reference number) and use it when checking progress
Make sure the Service Desk is aware of your availability/how to contact you
The Service Desk’s aim is to resolve as many calls as possible at the initial stage. The standard response/fix times are dependent on the call priority (see table in section 4.1). Therefore it is important that:
Contact with Link2ICT is through the Service Desk unless otherwise advised to ensure calls are logged and processed to ensure an Incident Reference is generated and an accurate history of events associated to the call is maintained.
Change in key personnel or establishment details need to be communicated to the Service Desk
Sufficient information is provided for the Service Desk to record and action the call effectively i.e. name of establishment, contact details and the nature of the call.
Equipment is in good working condition, advisably through an approved third party maintenance contract
Anti-virus software is installed and kept up to date
Microsoft Service packs and security updates are installed and kept up to date
Regular back up of data is verified and held securely e.g. off site or fire-proof safe
Licence, copyright and any other conditions relating to the use of software are adhered to
Ensure that staff are sufficiently trained in relevant computer hardware and software usage, health and safety, data protection, etc.
Procedures and guidance issued for software releases are followed and that systems are upgraded to the current version of software where advised.
6.2 Physical Access
Customers should ensure that Link2ICT employees and sub-contractors are given reasonable authorised access to premises and equipment in order that the Services may be delivered and maintained in accordance with the terms of this Agreement.
6.3 Logical Access
Customers should ensure that Link2ICT employees and sub-contractors are given necessary access to the software and systems in order that the Services may be delivered and maintained in accordance with the terms of this Agreement.
6.4 Customer Training
Customers should ensure that relevant training has been undertaken to initially troubleshoot issues that may arise in school. Link2ICT are unable to support schools that repeatedly use the Service Desk as a training tool and support is only offered to trained personnel. Schools that continue to call for assistance without the suitable training and practice will be charged in addition to their annual subscription.
7.0 INFRASTRUCTURE (BGFL/KILT) SERVICE AVAILABILITY AND RELIABILITY 7.1 Reliability
Most routine maintenance should not affect service availability. However, occasionally upgrades or enhancements may mean that we need to take the service down for a short while. If this becomes necessary we will ensure that it takes place out of core service hours.
The critical core servers, i.e. email, web proxies etc. are hosted in dual data centres in the City. This means that even if one data centre is inaccessible, e.g. as a result of a power failure then the other data centre will ensure services remain unaffected. Our key performance indicator (KPI) for core server availability is 98.8%.
The new MPLS network infrastructure is very resilient which means that a problem in one area of the network should not badly affect the rest of the network. We are able to take out a link to one area of the city and still provide access via another route. As long as the customer’s own line is not down then they should still have network access.
Information on planned and unplanned downtime will be posted onto the service information webpage http://www.bgfl.org/serviceinformation.
7.2 Availability Targets
The availability targets outlined below are monitored and reported on as part of the monthly service report. Exceptions will be included as and when necessary.
Service available on the City’s Network (MPLS Wide area network) - the key performance target is
99.9% (Service time covered is 24/7 excluding bank holidays). 7.3 Information and data security measures
The network, internet, and email should be used in line with the policies and procedures outlined
at: http://www.bgfl.org/services/itconnect/use.htm Link2ICT endeavours to provide a safe and
secure virtual environment. Filtering and firewalls are in place to block intruders and access to inappropriate content. We are also actively looking at ways to improve the security of our network. However no system is foolproof because they are, by nature, reactive and customers should take this into account when using the service (e.g. when downloading files or setting local usage policies).
Link2ICT will manage information and data security with reasonable efforts to restrict unauthorised access. Link2ICT will endeavour to ensure that its employees and representatives are fully aware of the risks associated with information and data security issues.
7.4 Disaster recovery
Link2ICT will ensure that information and data under our responsibility is backed up on a daily basis and also that arrangements are made for recovery processes to minimise any potential disruption to the customer. Link2ICT is required to ensure that the correct measures are in place to enable continuation of services in the event of unexpected disruptive events. Applicable to customers subscribing to the Remote Backup service.
7.5 Encryption
Where requested and authorised by a customer, Link2ICT will utilise Secure Socket Layer (SSL) encryption technology in the electronic transmission of data to protect private information from access by unauthorized users.
7.6 Proxy Configuration
All school workstations should point to 'eduproxy.bgfl.org' as their proxy server as this is used to monitor and ensure stability of school's internet access. Only connections made via the school's proxy server will be permitted access to the internet, any workstations attempting to bypass this setup will be refused connection. Using eduproxy.bgfl.org is the only way to authenticate for access to core resources and the Learning Platform. (Please see appendix. 1 for Standard School
7.7 Denial of Service (DOS)
BGfL Core DNS servers have recently experienced a number of Denial of Service (DOS) attacks from schools usually perpetrated by a virus on a school based computer. The DNS sends thousands of requests every second to our servers rendering them unable to respond to genuine requests and potentially causing the service to halt. Failure of the DOS service would mean loss of ALL SERVICES to ALL CUSTOMERS. Should we experience any attack from a customer site then we reserve the right to shutdown their connection until the source of the attack is identified and resolved.
7.8 Non-BGfL Connections
Link2ICT are committed to protecting your network, however this is regularly put at risk with the installation of additional 3rd party ISP Links. Link2ICT realise that connections such as these are often installed to enable schools to bypass the filtering/core proxy solution. However, customers should be aware that this is a serious risk to the BGfL/BCC network as well as a breach of Internal Policies and if detected will be disconnected.
8.0 SERVICE MONITORING
8.1 Quality of Service and Service Standards
Link2ICT warrants that services will be performed in a professional and efficient manner, consistent with industry standards reasonably applicable to such services. Link2ICT has a designated Incident Management Team, who will lead on customer services and service standards, dealing with customer comments, complaints and compliments (which is in line with the city council’s 3Cs procedure), as well as monitoring, reporting and building in continuous
improvements into ICT services delivered to customers.
8.2 Service Comments, Complaints and Compliments (3Cs) Procedure
Any comments, complaints and compliments relating to services covered within this SLA will be reviewed by the Support Service Manager. Any actions identified as service improvements will be built into the appropriate service improvement plan and the progress/outcome will be included in the service report.
8.3 Service Reporting
A monthly service report on actual service levels achieved will be made available to the customers and published on http://www.Link2ICT.org/servicereports, containing KPI Statistics on network and system availability, Service Desk statistics, 3Cs (customer comments, complaints and compliments), and the number of Service Improvements actions raised/completed.
9.0 COSTS AND CHARGING POLICIES
Costing of services is provided in the relevant Link2ICT literature. Requests are initiated via the Service Desk, and prices are provided on application. Link2ICT is a division of Service Birmingham; therefore Accountancy Procedures are applied in accordance with Service Birmingham and BCC financial payment terms and conditions.
9.1 Payment for Services
Full payment for services provided by Link2ICT, are to be paid within 30 days of receipt of invoice. Failure to comply with this request will conclude in suspension of services until payment is received.
9.2 Additional Services and Special Packages
Additional services can be purchased by requesting a quote for or purchasing special packages on an ‘as and when’ basis, as described in Link2ICT literature. For all quotations, orders and product queries please email [email protected] alternatively you can call the Sales line on 0121 303 8044.
In addition to our ICT Services, Link2ICT can provide a report service based on a wealth of MIS data that has been logged and recorded over the last 5 years for both SIMS and CMIS schools. Costs for this service will vary and is dependant on data requested. A Reports Catalogue will be available shortly detailing the categories available.
9.3 Non-Compliance/additional costs
Customers should ensure compliance with Section 6.0 – Customers Responsibilities, to allow Link2ICT to resolve any problems or faults. After reasonable endeavours have been made to respond to or fix a problem/fault logged with the Service Desk, there may be a requirement for the involvement of a third party or quotation for the additional time and costs necessary in order to fix and resolve the problem/fault. Please note practical endeavours will be made to fix non-standard configurations or equipment and may be deemed chargeable from the outset.
9.4 Work Delivered by Third Parties
Work not booked through Link2ICT and undertaken by third parties, will not be guaranteed by Link2ICT and any resulting problems requiring our support may be charged for (this includes work directly contracted with consultants who may also work for Link2ICT).
10.0 LINK2ICT GENERAL INFORMATION
10.1 Emergency Procedure
There is an Emergency Procedure invoked in the event of an evacuation, major system, and power or network failures. This procedure may require the suspension or reduction of services provided under this agreement for a period of time. The decision on suspension of services will be taken by the Head of Link2ICT or their delegated representative.
10.2 Main Contacts
Name and Position Contact Details
Iloria Whittier
Support Services Manager
Telephone No: 0121-303-5207 Email: [email protected] Bridget McGinley Head of IT Operations Telephone No: 0121-303-5211 Email: [email protected] Mark Mynard Head of Link2ICT Telephone No: 0121-675-4517 Email: [email protected]
10.3 Key Personnel Changes
Customers will be informed of any changes to key personnel named within this agreement that could affect the delivery of the Services.
11.0 CHANGES TO THIS AGREEMENT 11.1 Changes to Services
Either party may propose changes to the scope of the services being provided by Link2ICT. The parties will mutually agree to any proposed changes. All changes are subject to change control procedures and must be approved in writing by both parties.
11.2 Document Version Control
To include a record of any amendments made to the SLA, with details of the change, dates and signatories (see version table below)
Version Date Author Change Description Approved by
1.0 (draft) 26/03/08 Y Batchelor/ E Boon
Amendments following feedback from contributors
