Technical Support Services
Service Level Agreement
For Sandwell Schools
Supplement:
Sandwell MBC ICT Network Division
Service Level Agreement
2004/2005
Revision 5b
Education Microtechnology Unit, Sandwell Metropolitan Borough Council,
Training and Development Centre, Popes Lane,Oldbury, West Midlands, B69 4PJ
tel. 0121 544 2001
fax. 0121 511 1022
www.emu.org.uk
Sandwell MBC ICT Network Division
Service Level Agreement
Sandwell Metropolitan Borough Council ICT Network Division has requested they make
a service offering to schools for the financial year 2004/05. Due to lengthy negotiations
and SLA scrutiny the final documentation was unable to be included in the EMU
Schools service agreement for the 1st April therefore this supplement documentation
has been written.
Until 1st April 2004 there has never existed a service level agreement between Sandwell
Schools and SMBC ICT Networks Division. It should also be noted that to date, no
active switching equipment (i.e. network switches, fibre converters, hubs etc. ) is
covered under any Sandwell Network Services Maintenance Contract. The lack of such
an agreement has often caused difficulty for schools, Sandwell Networks Division and
SMBC sub-contract companies regarding roles, responsibilities and payment for work
carried out.
Detailed below is the SLA which schools may use to contact Sandwell Networks
Division for advice and support or contract them to carry out works.
For further clarification of details, please contact Andy Ferrington at Sandwell EMU.
EMU Technical Support Service
Service Level Agreement 2004/2005
2
Technical Support Service
Subscription Based Add-on Modules
The following modules may be purchased in combination with the “Essentials Package”
to meet specific support needs.
Contracted network Infrastructure maintenance plan
Cost of subscription to this module will be charged following details of equipment to be supported being
submitted to Sandwell MBC Networks division
A contracted network infrastructure maintenance plan from Sandwell MBC networks
division will provide the following services;




Replacement network hardware upon failure
Loan hardware whilst faulty hardware is repaired
All onsite labour relating to a repair
An optional network infrastructure diagram and report (£350.00)
Sandwell MBC Networks Division can provide schools with a maintenance contract on
existing and new network infrastructure installations in Sandwell schools. The contract
will provide maintenance on existing equipment only and does not include project
management costs for development and installation of new network provision within
schools (see the pay-as-you-go service).
The module will provide schools with replacement hardware in the event of complete
failure or loan equipment whilst existing hardware is repaired. In addition, the
maintenance module will cover any labour time required onsite by a networking
consultant.
A tailored quotation for this service can be provided to schools in one of two ways –
(a)
(b)
The school can provide EMU with an inventory of their network switching
infrastructure. Details provided should include the make, model and serial
number of all equipment to be covered by the maintenance plan
Sandwell MBC Networks division can provide an audit of existing network
infrastructure for £350.00. This will include the production of a diagram
detailing the infrastructure and connectivity installed within your school.
Once details of equipment to be covered by the maintenance plan are given to EMU,
Sandwell MBC networks division will provide a tailored quotation for the school.
NB: Only equipment registered with Sandwell MBC networks division, through EMU, will
be covered by the maintenance plan so it is imperative that records are kept up to date.
EMU Technical Support Service
Service Level Agreement 2004/2005
3
Technical Support Service
Our “pay as you use” services
The following services are available to schools regardless of whether they have
subscribed to a particular service or not.
Network Infrastructure Design, Installation and on-going support via
Sandwell MBC Networks Division
The Network Infrastructure Design, Installation and on-going support service will provide
the following functions;





Network Cabling Design and Installation
Network communications Infrastructure design and installation
Project management for the duration of an installation
Appointment and management of approved cabling contractor where required
Troubleshooting, support and maintenance on a pay as you go basis chargeable
by the hour
Sandwell Network Services can design from very a simple network infrastructure, right
through to complex, corporate level, cross site network infrastructures. A complete level
of service is provided from initially designing the cabling and switching infrastructure, to
appointing and managing approved contractors to carry out the work. Sandwell Network
Services are also able to provide on-going support and development work - either on a
pay as you go basis or via a support and maintenance agreement. (see Network
Infrastructure Maintenance Module)
Access to Sandwell Network Services is initially offered through EMU. A support call will
be opened with EMU by the School with an initial order raised for £50.00. Upon receipt
of the order, a site visit will be arranged with a member of the SMBC Networks team.
The site visit will be used to ascertain the scale of work to be carried out. A quotation
will then be issued to the school for the remaining works – the cost will include project
management time, cost of any external contractors, and the cost of any active
equipment. The school will then need to raise an order to EMU for the remaining scope
of work.
Each support call will have a call reference number which should be quoted in all
correspondence. Whilst the call status is “open” the school will be entitled to phone and
email support via EMU.
EMU Technical Support Service
Service Level Agreement 2004/2005
4
Sandwell MBC Network Services Division operates from Monday to Friday 9:00am until
5:00PM and can only be contacted via the EMU switchboard.
EMU Technical Support Service
Service Level Agreement 2004/2005
5