Services Description
GPSoC Service Name
GPSoC Service ID
Functionality/Service Overview
Managed Service
EGESS4
Managed Services are delivered by a local team of dedicated on-site technical
consultant(s), supplied, managed and maintained by Egton.
The Managed Service provides a team of technical consultants who perform the
day-to-day support for Practice, CCG and CSU customers, irrespective of
clinical system.
This is a proactive and reactive service, allowing the technical consultant(s) to
be involved in any ICT projects required within the region, as well as the
resolution of any faults that occur. This means that the Customer has a single
pool of resource to deliver both break fix and new deployment/technology
refresh projects.
Egton’s technical consultants are equipped with a car, a boot stock of tools, a
mobile phone and laptop. They are locally based and become your resource,
getting to know your premises, your equipment and your staff. All of this helps
them to provide the high quality on site IT support that Egton’s customers have
come to expect.
Egton’s technical consultants are supported by our customer Service Desk
consisting of 50 consultants, along with the pool of knowledge gained from a
network of over 100 field based engineering staff across the country.
Egton’s Managed Service consultants and account managers will also work
with you to create an ICT strategy, a security strategy and a disaster
recovery/BC plan and will help you to implement these strategies within your
organisation.
Every Managed Service has a responsible Service Delivery Manager. For larger
Managed Services this is resource dedicated to this role, for smaller Managed
Services a senior engineer will fulfil this role and also carry some technical and
break fix duties.
Egton can provide both the Managed Service and Managed Service Plus (the
Plus element is Egton’s Service Desk) specifically for GP practices, whether
you are an individual practice or a CCG/CSU looking to manage your ICT
services across the region.
Our Managed Service is designed to work alongside our Service Desk or in
addition to the Customers own Service desk and work can be allocated to the
engineers via our own online tools or utilising the Customers systems.
Support
Standard Service Performance & Support:
Service Metrics
Priority Level
Critical
High
Medium
Low
Minor
Support Arrangements
Resolution
4 Working Hours (excluding critical faults caused
by third party non supported systems)
8 Working Hours
16 Working Hours
24 Working Hours
40 Working Hours
The below is an indication of the support services that the Managed
Service delivers, these are intended to be high level and are tailored to each
specific customers requirements
Egton shall provide the Customer with the following Services, which shall
be performed by the Egton Engineer:

the installation and configuration of new Equipment and upgrades to
existing Equipment at the Sites;

the replacement of old or failing Equipment at the Sites, and the
configuration of such replacement Equipment;

user support and training at the Sites in relation to the use of the
equipment;

scheduled maintenance of Equipment at the Sites;

the repair of faults in the Equipment at the Sites, including where
required by the Customer the requesting of necessary replacement parts
form the Customer or applicable third party (which shall be paid for by
the Customer);

the configuration of the Sites local area network connection and email
functionality, for the avoidance of doubt this does not include routers,
communications links and/or WAN elements of the Customer’s
infrastructure;

where a fault in the Equipment at a Site is the responsibility of a third
party supplier to the Site, the reporting of such faults to such third
parties on behalf of the Site, and the project management of such third
party suppliers through to resolution of such faults; and

consultative services to develop ICT strategy, security strategies, DR
and BC plans

assistance with Project Management to roll out National Services and
ICT projects

asset management

any other services agreed in writing between Egton and the Customer.
Availability Standard:
Availability Variant 1:
Incident Fix Times Standard:
Helpdesk Standard:
Engineer
0900 -1700 Monday to Friday.
Excludes Public Holidays
Service Desk
0700-2200 Monday to Friday
0800-1300 Saturday. Excludes Public
Holidays
See above table in Standard Service
Performance & Support
Engineer
0900 -1700 Monday to Friday.
Excludes Public Holidays
Helpdesk Variant 1
Related Products or Services
Service Desk
0700-2200 Monday to Friday
0800-1300 Saturday. Excludes Public
Holidays
To record incidents outside of these
hours the user can access our email,
telephone answering machine and web
portal 24/7 365 days a year.
Where multiple products and services are offered by the Suppliers that have
some form of interdependency e.g. one product or service needs to first be in
place before this one can be provided or vice-versa then this should be
identified here
Service Variant description 1:
Managed Service Plus
Combining the proactive and break fix support of Managed Service with a
Service Desk, Egton’s Managed Service Plus gives practices a single, low-cost
telephone number to report IT issues.
Pricing Information
Pricing Approach
Standard Price (£’s)
Unit Price (£’s);
£45,000.00
£45,000.00
Per Engineer
Per annum
Where alternative prices are available for variant levels of service,
these must be elaborated below. These variant services must be
consistent with those identified within Annex A of Schedule 4.1
(Supplier Solution).
Description of Variant Service (as Price of Variant Service
elaborated in Annex A of Schedule
4.1 (Supplier Solution)
Service Variant description 1:
Unit Price (£’s);
Managed Service Plus
Combining the proactive support
of Managed Service with
aService Desk , Egton’s Managed
Service Plus gives practices a
single, low-cost telephone
number to report IT issues.
£425.00 per practice (in
addition to the pricing indicated
above)
Service Variant description 2:
Unit Price (£’s);
Not applicable
Unit of charge (e.g per practice,
per device, per patient etc);
Per annum
Service Variant description 3:
Not applicable
ETC.
Integrations with Principal
Clinical System Providers
Time period (e.g.one-off charge,
per month, per quarter ,per
annum etc.)
Unit Price (£’s);
Unit of charge (e.g per practice,
per device, per patient etc);
Time period (e.g.one-off charge,
per month, per quarter, per
annum etc.)
ETC.
Where there is a current or proposed integration with a Principal
Clinical System Provider, details should be provided of any price
differences that apply for:
Compliant / non-compliant Lot 1 integrations or variations; and
Price Variations that are dependent on the identity of the Principal
Clinical System Provider
Not applicable
Invoicing Terms
Invoice frequency (e.g. monthly, quarterly, annually)
Note: This is a payment in advance and will not be permitted onto the
Catalogue
Quarterly
Invoice delivery period (e.g. 5 working days after end on month; 15th
of month following service period etc.)
Note: This is a payment in advance and will not be permitted onto the
Catalogue In arrears
Other invoicing terms:
Not applicable
Payment Terms
Due date for payment (e.g. 30 days after receipt of invoice)
30 days after invoice
Details of any early payment discounts Not applicable
Any other payment terms
Not applicable
Discounts
Details of any volume discounts, including details of the volume bands
and the discounted price applying to each discount band
Details of any multiple service discounts, including the service
combinations that qualify for a discount and the discounted prices
applying to each combination
Not applicable
Details of other available discounts. e.g.to different customer
types(e.g. large/small; new/existing), by geographical area, by sector
Not applicable
Dependencies
Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party,
Practice, other supplier) relating to the provision of the product or
service
Infrastructure dependencies (networks, hardware, software etc.)None
Service dependencies None
Local Personnel dependencies None
Related Products or Services
Where multiple products and services are offered that have some
form of interdependency e.g. one product or service needs to be first in
place before this one can be provided or vice-versa then this should be
identified here;
Related products or services that can be provided at a lower price
consequent to this product or service being in place
Not applicable
Related products or services that need to be in place to enable this
Product or Service or to allow this Product or Service to be delivered
more efficiently
Not applicable
Resource Based Pricing
Where charges contain an element of charging for staff time (e.g.
training, consultancy services or bespoke activity) then such charges
should be referenced to the SFIA day rates contained within the
supplier details section of the catalogue together with any non-staff
components contained within the charge (e.g. training materials,
room hire etc.)
Not applicable
Other pricing information
Deployment arrangements: costs, duration and activities associated
with the deployment of this product or service
Not Applicable
Other

For customers that are currently receiving the service provided
by this Catalogue Item then EMIS will offer the service at their
current annual charges where these are less than the Guaranteed
Maximum.

By mutual agreement between the customer and the supplier, to
aid the transition of existing services and the administrative
convenience for new orders, this product or service can be
invoiced and paid either annually or quarterly in advance by
inserting a special term in the Order.