Mobile Device Management (MDM) Service Level Agreement www.eisit.uk info@eisit.uk Tel: 0300 065 8800 Fax: 01622 663591 EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW
Contents 1. Service Overview 3 2. Duration of Agreement 3 3. Service Availability 3 4. Service Provision 4 5. Responsibilities 5 6. Continuous Service Improvement 6 7. Escalation and Complaints Procedure 6 8. Appendix 1: Definitions 7 9. Appendix 2: Response Times 8 10. Appendix 3: Software and Hardware 9 Page 2
1. Service Overview 1.1. EIS provides licences for Lightspeed Mobile Device Manager (MDM) which is designed to provide hierarchical Centralised Management of school owned Mobile Devices (such as ipads, ipods, iphones, Android (limited functionality), and in the future Mac OSX devices) wherever they are in the world when the device has an internet connection. 1.2. This cloud based service will permit the school access to a range of remote and centralised management functions such as enable/disable functionality on the device, deploy apps, wipe lost devices, monitor battery life and HDD utilization of devices and provide Internet Content Filtering on devices. 1.3. With effect from the Commencement Date, EIS will provide the Customer with the Services as detailed below on KCC working days and between normal working hours. EIS will use reasonable endeavours to provide the level of Service which relates to the Start to Fix Times (for the avoidance of doubt Start to Fix Times does not mean the time to diagnose and rectify any fault). EIS and the Customer, both acting in good faith, shall endeavour to agree the level of priority to be given to a call for faults identified by the Customer. In the event of disagreement the matter shall be treated as a dispute and shall be dealt with according to the provisions of the Terms and Conditions document. 2. Duration of Agreement 2.1. This Agreement shall continue until terminated in accordance with the provisions of the EIS Terms and Conditions. 3. Service Availability 3.1. The EIS Service Desk will be available from 08:00 to 17:00 each KCC working day. There will be a maximum of 2 staff training days per year when the Service Desk will close these will normally be during school holiday periods. 3.2. With the exception of essential maintenance periods, the service is expected to be available for School Administrators 24 hours per day, 365 days per year through a Web Browser. 3.3. Where possible we will provide prior notice of maintenance periods via the EIS portal page in good time and try to minimise any down time for the school. Lightspeed also display Service Maintenance works to the Administrator on the MDM home page when logging in. Page 3
4. Service Provision 4.1. EIS will assist a schools Designated Administrator in managing their MDM Group structure together with the respective profiles for those Groups. This support provision is included in the monthly / annual payment. Where no separate support contract is in place then EIS may still provide MDM Support and guidance under our standard non-contract rates. 4.2. EIS will assist and advise with the future or on-going design of the schools Hierarchical Group structure required to meet the schools aspirations when a suitable, separate Support Contract is in place (see 4.1. above for clarification). Page 4
5. Responsibilities 5.1. EIS Responsibilities - EIS is responsible for the support and maintenance of all servers and services relating to this service - EIS aims to provide a customer focused, cost effective and high quality service for the areas of work defined within this SLA - EIS will advise the customer of any circumstances that may adversely affect the level of the service being provided - When a service interruption happens as a result of an MDM fault then EIS will respond urgently to restore the service and will work with 3rd party suppliers to enable this to happen - EIS will create an initial Administrator account for the school s Designated Administrator, together with providing access to an EIS MDM User Manual to guide them in the use and management of the MDM product. 5.2. School Responsibilities - Use the defined processes for logging incidents and service requests - Train users in the proper use of devices - Respond to requests from EIS, in relation to a current incident or service request - Comply with security and policy requirements set by EIS, KCC or its suppliers - Nominate a lead contact with suitable authority to provide liaison between EIS and the school for matters relating to the service - Provide prompt access to the school based infrastructure for EIS staff or its subcontractors. This includes an emergency contact for out of hour s access - Ensure the Designated Administrator reads the EIS MDM guide that is provided to aid empowerment in resolving problems before using other EIS support channels - Ensure the Designated Administrator regularly checks the EIS website for information on common MDM queries before using other EIS Support channels - Ensure that any devices that exist in Apples Supervise Mode remain in Supervise Mode in order to remain within MDM for management. If a device is Factory Reset or subjected to a forced profile removal then the device will no longer be with MDM for management. Profile removal is currently possible by the User which is an Apple limitation - Amend School Acceptable Use Policy to encourage User compliance in retaining MDM profiles on devices with suitable penalties in place to deter breaches - Designated Administrator to respond to MDM Alerts that will advise them of Profile removals from devices 5.3. EIS Service Limitations - EIS MDM Service is NOT a provision of support for mobile device hardware (platforms such as those stated in 1.1 above) - EIS MDM Service is NOT a provision of support for mobile device software or Apps installed on those devices (platforms such as those stated in 1.1 above). EIS will provide reasonable efforts to assist the schools Designated Administrator to resolve any issues relating to Apps provided the school has an existing Technician or Curriculum Support contract in place Page 5
6. Continuous Service Improvement 6.1. EIS will commit to on-going improvements to ensure the services provided keep pace with latest teaching methods and customer needs. We will make use of the latest technology where beneficial to the school and learning. 7. Escalation And Complaints Procedure 7.1. If you are not satisfied with the level of service, please contact the Service Level Manager in the first instance. If you are still not satisfied please escalate to the Service Manager and then the EIS Manager. A complaints process is available should you wish to log a formal complaint. Please put your complaint in writing to the Service Level Manager to invoke this process. Page 6
8. Appendix 1: Definitions EIS Commencement Date Customer KCC Means the unit which is owned and managed by KCC As set out in Clause 2.2 of the EIS Terms and Conditions Means the person or firm who purchases services from EIS Means The Kent County Council, Sessions House, County Hall, Maidstone, Kent, ME14 1XQ Response Times Means the response times in the table set out in Appendix 2 Start to Fix Services Software Supported Products Terms and Conditions Working Day Working Hours Android APP Apple ios Designated Administrator Means the time it takes before an attempt is made to start to fix the issue in the table set out in Appendix 2 Means those services described in this document and any variation agreed in accordance the EIS Terms and Conditions document Means the Software described in this document Means the Software and Hardware Means the EIS Terms and Conditions as amended from time to time by EIS Means Mondays to Fridays (inclusive) excluding any bank and other public holidays Means 08:00 to 17:00 hours (inclusive) Means the operating system in use by other mobile device providers Means an application, a piece of software for installation onto a Device Means the operating system in use by Apple mobile devices Means the schools nominated Administrator of MDM Page 7
9. Appendix 2: Response Times Response Times The response in the table below are during core hours on normal working days (Monday to Friday 08:00 to 17:00). Priority Relevance Start to Fix High Complete failure in availability of central MDM service 1 Hours Medium Partial failure in availability of MDM service 8 Hours Normal All other reported issues excluding product enhancements 5 working days 9.1. EIS aims to resolve the maximum number of problems possible on the same day using telephone/ remote support. However, where this is not possible and an on-site visit is required then you can expect a visit within 1 working day for high priority calls, 2 working days for medium priority calls and 8 working days for standard priority calls. Calls that are escalated to a 3rd Party for resolution or advice will be monitored by EIS to ensure a timely response is received. 9.2. In the event of a major outage effecting a significant number of schools, EIS will provide an alert on our website and a message on our telephone system. Further updates on the progress of resolving the issue will appear regularly on our website. Page 8
10. Appendix 3: Software and Hardware Other Software The range of software available and for which EIS is confident in providing full support is constantly evolving. If a particular product is not listed, please contact us to discuss the level of support we will be able to provide. DTP and Presentations: Microsoft PowerPoint, Microsoft Publisher Server Operating Systems: Windows 2008 / 2012 Server Network Management Systems: RM Community Connect, EISNet Client Operating Systems: Windows 7 Professional, Enterprise, Windows 8 Pro Windows 8.1, Windows 10 Business Applications: Microsoft Office 2010 / 13 Internet Browsers: Microsoft Internet Explorer 10 / 11 Communications: Microsoft Exchange 2010 / 2013, Outlook 2010 / 13, KLZ Backup Software: EIS Remote Backup, Symantec Backup Exec, Windows Server Backup Other products not listed above will be considered and can be included subject to written agreement. Hardware Servers, PCs (Computers) and standard IT peripherals (e.g. printers, scanners etc.) which conform to industry standards. EIS will make every reasonable effort to ensure that the software applications listed above will perform as specified by the software suppliers on the agreed hardware. This also applies to printers conforming to industry standard printer protocols. EIS will, where appropriate, advise of works attributable to hardware suppliers, notifiable defects, documentation, etc. Networking Infrastructure EIS will assist in diagnosing faults including cabling and active elements but will not be responsible for repairs. Page 9