SIMS Support Service. Your Support Level

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1 Your Support Level With over 20 years experience in ing SIMS and over 3000 schools ed direct by Capita, we understand your needs, enabling us to deliver a personal service. You will receive regular communications, and invitations to national and local events. Our SIMS provides an analyst to talk to you and, when required, we will deliver on-site visits to resolve your issues. At no additional cost you will have access to a Customer Service Manager with a real understanding of educational changes. This year, thanks to the helpdesk we received, we finished the Census two days early a first! Jon Hugman IT Manager, Coombe Dean School (convertor academy) 1

2 Why SIMS Support? Your Support Level Customer involvement in testing and development We are the team that trains other units Strategic development Accredited provider Relationships with DfE, ASCL, EFA, NASBM, EOA, Government agencies and many others Support material developed based on your requirements 99% retention rate Technical services in line with new technologies Largest SIMS provider Specialist Experience in education Personal touch Total IT solutions Flexible options Dedicated CSM At no additional cost, you have access to a Customer Service Manager who has real understanding of educational changes. Your CSM will be your main point of contact and can help you to understand the total SIMS solution, enabling you to get the most out of SIMS to maximise investment and use of best practice. Keeping you informed and up-to-date Service desk telephone, remote and on-site visits Personalised from a helpdesk analyst who will talk through your issues and, if required, access your system remotely to provide a quick resolution. Tailored upgrade notes Tailored guidance and notes for key procedures and tasks throughout the academic year. The information is ed directly to you. Advice On security, hardware specifications and networks. Guidance On local and national initiatives. Face to face, online and remote training Highly rated training 2 3

3 Your Support Level Information and networking events Termly software updates Get the best value from your investment through locally-held sessions focused on key education initiatives and developments. Support overview sessions These locally-held sessions will help to ease your pressures and increase effectiveness by showing you new ways of using your system. Expert Support Support on other software packages This is so much more than SIMS. This covers Microsoft packages, anti-virus packages and more. For a full list of ed software go to enhancedcontracts If you require more than just SIMS Support and need help on your Admin ICT and/or curriculum, you might need to change your agreement. To discuss the options available to you please call: Looming in the future for us is the need to set up the new academic year within the system. We re confident we ll be getting a good return on our investment in SIMS as the SIMS helpdesk guides us through this. Clare Gleave, Associate Principal Colchester Academy Do you need more expert? Upgrade to a Whole Support contract and get a visit per term included in your contract, which will allow you to take advantage of the expert services that we offer as a part of a Whole Support agreement including: SIMS health checks Technical health checks General SIMS Curriculum visits FMS visits Key procedure assistance You can also purchase these options from our + Services range. 4 5

4 Optional Expert Support Services Delivered as a part of Whole Support SIMS health checks Technical health checks Curriculum visits Uploading of new software Active directory Adding new machines Assistance with wireless networks Assistance with whiteboards VLE data management Key procedure assistance On-site available on key tasks, including Upload on COLLECT Census Key Stages School Workforce Census A member of the SIMS specialist team will come on-site to assess how you are using SIMS. They will offer guidance, give recommendations, and tips on how to use the software that you have more effectively. They will help you in SIMS Core and Assessment: Helping you to get started with and use SIMS Discover Helping you with your homepage set up Checking you have the current upgrades Census Checking known issues SEN have a look to see what you can use Showcasing what is available via our websites Assessment Our Customer Services Manager is our one main contact. They are always there to us face-to-face or on the end of a telephone, this is extremely useful. Sean McHale, Westcliff HS Girls A member of the technical team will come on-site to deliver a technical health check. This will include: Software installations A test of the backup process to ensure it is working Checking the server for errors Checking the disk space on the server An audit of the current specification of server, admin and workstations Checking that your Windows updates are being applied to the server and workstations An audit of the school s antivirus software and updates Solus installations General SIMS On-site assistance on basic SIMS requirements: Creating standard templates for SIMS reports letters, referral documents, exclusions Templates for parental reports from SIMS Assessment Creating standard HR files FMS visits Setting up BACS Latest patches Report writing Break fixing Basic report writing We will provide on-site assistance on basic report writing. Assistance in the report designing process Assistance in extracting useful information from SIMS Assistance in running predefined reports Assistance modifying and creating reports to produce lists Help producing lists of information Producing mail merge address labels Filtering and sorting Discuss your upgrade options with your CSM: Call: Whole Support on-site visits Your visit will be scheduled at the beginning of each term. You will have the option to use these visits on what you like from the expert service options, tailored to your individual requirements. If you have no specific requirements we will schedule a technical health check, SIMS health checks and a Curriculum visit. Your CSM can help you plan what will be of specific use to you. Dependent on the type, your visit will last between two and four hours. 6 7

5 New + Services You need to be able to make the most of your investments We can help you make the most of SIMS Even if you don t have the expertise in your school you don t have to miss out on the benefits that the good use of data analysis can bring, such as better pupil targeting, more streamlined school administration and better financial management. We can help you make the most of your IT investments Our contracted managed services will provide you with an expert pair of helping hands to ensure you have the freedom to focus on what really matters. On-site technical service This ensures your administration and curriculum networks are up-to-date, thereby releasing valuable management time. Free training: Renew your on-site technical service contracts and receive free training on Solus3, Server management or Technical Essentials. You will get ½ day FREE for fortnightly visits and 1 day FREE for weekly visits. Hardware maintenance service Assurance that if anything goes wrong, we can put it right. VPN service Support staff who work off-site. General SIMS assistance Provides administration assistance to reduce your staff s workload. SIMS financial service Enables you to hand over SIMS financial procedures to experienced Capita staff, allowing you to focus on other financial matters. Remote backup and monitoring Provides you with a remote service, ensuring your data is not only protected and monitored, but recoverable as well. Renew any of your existing + Services and get 10% off any installation labour. + Services are available in one to three year contract options. Find out how much money you can save through a three year deal. Three year deals also offer you more of a stable planned approach to develop the investments that you have made. Call We re huge fans of the SIMS on-site days. Recently a SIMS technician came in to help us with the Microsoft SQL server transfer. He was quick and efficient, ensuring the migration was as smooth as possible and took up the minimum amount of school staff time. Jon Hugman, IT Manager Coombe Dean School (convertor academy) 8 9

6 Overview Packages and Services Enhanced Support Whole Support SIMS Admin ICT Support SIMS Support Keeping you informed and up-to-date Support P P P Helpdesk telephone, remote, on-site visits Personalised from a helpdesk analyst who will talk through your issues and if required, access your system remotely to provide a resolution quickly. P P P Supporting you with SIMS Application Suite P P P Access to a Customer Service Manager (at no additional cost) P P Advice on e-security P P P Advice on hardware specifications and networks P P P Guidance on local and national initiatives through your CSM P P Information and networking events Support overview sessions P P P Termly software updates P P P SIMS Direct events P P P Senior leadership overviews from your CSM P P Expert Database recovery P P P Microsoft and antivirus software included P P P Network for SIMS and other applications ( , EDI, and internet) P P System recovery P P Strategic from your CSM Curriculum teams providing you with curriculum Technical on-site visits three visits (one visit per term) SIMS health checks Technical health checks Curriculum visits Basic report writing General SIMS FMS visits Key procedure assistance P P P Guide Support overview sessions and termly software updates, are available to Enhanced Support Contract customers. SIMS Direct events are available to customers who have direct licences with Capita. All these items are example options that could be included within your Whole Support Agreement via on-site visits. They are also available through additional +Service options

7 Why SIMS Support? SIMS services bring you opportunities to share and discuss best practice, the confidence to do more, and the peace of mind that someone is always there to help you. Opportunities The software updates are informative as well as offering a valuable opportunity to meet other SIMS users. Confidence We recently implemented SIMS Discover which we think is great our CSM gave us the and confidence to implement this and even visited the school herself to demonstrate SIMS Discover to our leadership team. Peace of mind Our Customer Services Manager is our one main contact, always there to us, and the helpdesk is really good as we usually get an instant answer. When we had a power outtage recently, we lost some timetabling information but the helpdesk was able to help us recover this immediately. Coombe Dean