Common use of KEEPING YOU INFORMED AND UP TO DATE Clause in Contracts

KEEPING YOU INFORMED AND UP TO DATE. You will have access to a named Customer Success Manager (CSM) who has a real understanding of educational changes. Your CSM will advise you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM will also provide: ■ Guidance, documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ Senior leadership team overviews – your CSM can provide an overview to your leadership team, building awareness of XXXX capabilities and how it can support school improvement. Support for Hosted XXXX – for schools with Hosted XXXX you can access XXXX and all its features and functionality, from any Internet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of a software failure on the computer holding your XXXX or XXXX FMS systems, the XXXX MIS software and operating system will be reinstalled by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For a full list of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first place. General advice on systems and software – this consists of advice on: ■ hardware systems and their suitability ■ peripherals such as printers and scanners DO YOU NEED MORE EXPERT SUPPORT? Upgrade to a Whole Support agreement and benefit from an onsite visit each term. This will also allow you to take advantage of the expert support services which are offered as part of the Whole Support agreement, including: • Key procedure assistance, including: - support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000. ■ backup software and operating systems ■ system security including antivirus software.

KEEPING YOU INFORMED AND UP TO DATE. You will have access to a named Customer Success Manager (CSM) who has a real understanding of educational changes. Your CSM will advise you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM will also provide: ■ Guidanceprovide guidance, documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ Senior leadership team overviews – your CSM can provide an overview to your leadership team, building awareness of XXXX capabilities and how it can support school improvement. Support for Hosted XXXX – for schools with Hosted XXXX you can access XXXX and all its features and functionality, from any Internet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of If a software failure on the computer holding your XXXX or XXXX FMS systemsvisit is required, the XXXX MIS software and operating system this will be reinstalled by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For a full list of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first placechargeable. General advice on systems and software – this consists of advice on: ■ • hardware systems and their suitability ■ • peripherals such as printers and scanners • backup software and operating systems • system security including antivirus software DO YOU NEED MORE EXPERT SUPPORT? Upgrade to a Whole Support agreement and benefit from an onsite visit each term. This will also allow you to take advantage of the expert support services which are offered as part of the Whole Support agreement, including: • Key procedure assistance, including: - support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000. ■ DISCOUNTED RATES As an enhanced support customer you will benefit from discounts on training courses, school-based consultancy and installations provided by Xxxxxx XXXX. *Please note XXXX Learning Gateway is covered by the Customer Support Charter which can be viewed on My Account. However, any XXXX Learning Gateway cases will still be handled via the enhanced support service desk. YOUR PACKAGE YOUR UPGRADE OPTIONS KEEPING YOU INFORMED AND UP TO DATE XXXX ONLY SUPPORT ADMIN ICT SUPPORT WHOLE SUPPORT A dedicated Customer Success Manager (CSM) • strategic support - to maximise the benefits of your Whole Support consultancy visits • enhanced guidance, documentation and webinars • senior leadership team overviews - delivered by your CSM YOUR SUPPORT AT A GLANCE TERMLY ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT These visits can be used to carry out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. DISCOUNTED RATES Discounted rates on training, school-based consultancy and installations. EXPERT SERVICE DESK SUPPORT Personalised support • telephone support • remote support • email support General advice on systems and software, including: • hardware systems • peripherals such as printers and scanners • backup software and operating systems ■ • system security and antivirus software Unlimited reactive support visits Support for XXXX application suite Database recovery service System recovery* Re-installation of the supported XXXX and FMS software plus operating system Support for other specified software (including antivirus softwareMicrosoft® and antivirus) Network support* For XXXX and other applications (email, EDI and Internet) Curriculum support Supporting your curriculum network, operating systems and a range of supported software Make sure you register for My Account to access your enhanced guidance documentation, webinars and more. Visit xxxxxxxxx.xxxxxx-xx.xx.xx. My Account To upgrade your support level, or for further information, please call 0000 000 0000. *Excludes hardware OPTIONAL EXTRAS: GET MORE FROM YOUR BUDGET 99% OF DELEGATES TRAINED BY XXXXXX XXXX THIS YEAR WERE SATISFIED OR VERY SATISFIED As an enhanced support customer, you receive a discount on training and consultancy. To browse and book courses visit xxx.xxxxxx-xxxx.xx.uk/training +SERVICES: COST-EFFECTIVE IT AND ADMINISTRATIVE EXPERTISE As an enhanced support customer, you receive an exclusive discount on our +Services range of IT and administrative options. +Services offers you access to the expertise you require, leaving you with the freedom to focus on what really matters. Options include: Onsite technical service - ensuring your curriculum and network systems are up to date, thereby releasing valuable management time. Hardware maintenance service - assurance that if anything goes wrong with your hardware, we can put it right. XXXX financial service - enables you to handover XXXX financial procedures to experienced Capita staff, allowing you to focus your time on other financial matters. Remote backup and monitoring - provides you with a remote service that ensures your data is protected, moni- tored and recoverable. CONTACT US These options are available to purchase on an annual contractual basis. Call the team to discuss your requirements on 0844 893 6000.* *Calls to 0844/0845/0870 numbers will cost 3 xxxxx per minute, plus your company’s access charge.

KEEPING YOU INFORMED AND UP TO DATE. You will have access to a named Customer Success Manager (CSM) who has a real understanding of educational changes. Your CSM will advise you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM will also provide: ■ Guidance, • Strategic support to maximise the benefits of your Whole Support consultancy visits. • Guidance documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ • Senior leadership team overviews – your and Personalised remote sessions with a CSM can provide an overview to your advisor providing additional XXXX expertise, thought leadership teamand school improvement, building awareness of XXXX capabilities and how it can support school improvement. • One to one remote sessions to share strategic and operational best practice. ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT Your Whole Support Consultant will provide expert assistance, carrying out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. You will be entitled to 3 visits (of between 2 and 4 hours dependent on the task). These can be scheduled once in each of the autumn, spring and summer terms. Support for Hosted XXXX – for schools with Hosted XXXX XXXX, you can access XXXX and all its features and functionality, from any Internetinternet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita ESS to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita ESS is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of a software failure on the computer holding your XXXX or XXXX FMS systems, the XXXX MIS software and operating system will be reinstalled by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For Access to curriculum support team – this provides support for your curriculum network and operating systems, including a full list range of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first place. General advice on systems and software – this consists of advice on: ■ • hardware systems and their suitability ■ • peripherals such as printers and scanners DO YOU NEED MORE EXPERT SUPPORT? Upgrade to a Whole Support agreement and benefit from an onsite visit each term. This will also allow you to take advantage of the expert support services which are offered as part of the Whole Support agreement, including: • Key procedure assistance, including: - support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000. ■ backup software and operating systems ■ • system security including antivirus software DISCOUNTED RATES As an enhanced support customer, you will benefit from discounts on training courses, school-based consultancy and installations WHOLE SUPPORT AT A GLANCE KEEPING YOU INFORMED AND UP TO DATE WHOLE SUPPORT • strategic support - to maximise the benefits of your Whole Support consultancy visits • enhanced guidance, documentation, one to one remote sessions and webinars • SLT overviews and personalised remote sessions with a CSM advisor providing additional XXXX expertise, thought leadership and school improvement • access to Customer Success Resource Hub containing a mixture of XXXX resources, videos, webinars and documents TERMLY ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT These visits can be used to carry out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. DISCOUNTED RATES Discounted rates on training, school-based consultancy and installations. EXPERT SERVICE DESK SUPPORT Personalised support • telephone support • remote support • email support General advice on systems and software, including: • hardware systems • peripherals such as printers and scanners • backup software and operating systems • system security and antivirus software Unlimited reactive support visits Support for XXXX application suite Database recovery service System recovery* Re-installation of the supported XXXX and FMS software plus operating system Support for other specified software (including Microsoft® and antivirus) Network support* For XXXX and other applications (email, EDI and Internet) Curriculum support Supporting your curriculum network, operating systems and a range of supported software *Excludes hardware MAXIMISE YOUR INVESTMENT IN XXXX BRING DATA TO THE HEART OF YOUR SCHOOL, ACADEMY OR MULTI-ACADEMY TRUST The Customer Success Team have developed tools, provided at no additional cost, which enable schools and Multi-Academy Trusts to analyse their XXXX data in Microsoft Power BI*. Data from XXXX is pulled into central dashboards, providing information to monitor and compare performance in your school or across a trust. We can also offer consultancy to set up automated customised reports that meet the different needs of the staff in your school or trust, from trustees to senior leaders to teachers. Click here to view the PowerBi resources via the Customer Success Hub. *Microsoft’s PowerBi Desktop is included within your O365 licence.

KEEPING YOU INFORMED AND UP TO DATE. You will have access to a named Customer Success Manager (CSM) who has a real understanding of educational changes. Your CSM will advise you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM will also provide: ■ Guidanceprovide guidance, documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ Senior leadership team overviews – your CSM can provide an overview to your leadership team, building awareness of XXXX capabilities and how it can support school improvement. Support for Hosted XXXX – for schools with Hosted XXXX XXXX, you can access XXXX and all its features and functionality, from any Internetinternet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement agreement, you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of If a software failure on the computer holding your XXXX or XXXX FMS systemsvisit is required, the XXXX MIS software and operating system this will be reinstalled by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For a full list of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first placechargeable. General advice on systems and software – this consists of advice on: ■ • hardware systems and their suitability ■ • peripherals such as printers and scanners • backup software and operating systems • system security including antivirus software DO YOU NEED MORE EXPERT SUPPORT? Upgrade to a Whole Support agreement and benefit from an onsite visit each term. This will also allow you to take advantage of the expert support services which are offered as part of the Whole Support agreement, including: • Key procedure assistance, including: - support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000. ■ DISCOUNTED RATES As an enhanced support customer you will benefit from discounts on training courses, school-based consultancy and installations provided by Xxxxxx XXXX. YOUR PACKAGE YOUR UPGRADE OPTIONS KEEPING YOU INFORMED AND UP TO DATE XXXX ONLY SUPPORT ADMIN ICT SUPPORT WHOLE SUPPORT A dedicated Customer Success Manager (CSM) • strategic support - to maximise the benefits of your Whole Support consultancy visits • enhanced guidance, documentation and webinars • senior leadership team overviews - delivered by your CSM YOUR SUPPORT AT A GLANCE TERMLY ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT These visits can be used to carry out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. DISCOUNTED RATES Discounted rates on training, school-based consultancy and installations. EXPERT SERVICE DESK SUPPORT Personalised support • telephone support • remote support • email support General advice on systems and software, including: • hardware systems • peripherals such as printers and scanners • backup software and operating systems ■ • system security and antivirus software Unlimited reactive support visits Support for XXXX application suite Database recovery service System recovery* Re-installation of the supported XXXX and FMS software plus operating system Support for other specified software (including antivirus softwareMicrosoft® and antivirus) Network support* For XXXX and other applications (email, EDI and Internet) Curriculum support Supporting your curriculum network, operating systems and a range of supported software *Excludes hardware Visit the website for all the latest product news, webinars and guides to help you get more from XXXX: xxx.xxxxxx-xxxx.xx.uk/enhancedsupport. To upgrade your support level, or for further information, please call 0000 000 0000. OPTIONAL EXTRAS: GET MORE FROM YOUR BUDGET EXCLUSIVE DISCOUNTS ON TRAINING AND CONSULTANCY MAKE A REAL DIFFERENCE TO YOUR SCHOOL As an enhanced support customer, you benefit from discounted training and consultancy from Capita XXXX. Our training courses cover all areas of XXXX, giving you and your staff the knowledge to use XXXX more effectively.

KEEPING YOU INFORMED AND UP TO DATE. You will have access to a named Customer Success Manager (CSM) who has a real understanding of educational changes. Your CSM will advise you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM will also provide: ■ Guidance, documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ Senior leadership team overviews – your CSM can provide an overview to your leadership team, building awareness of XXXX capabilities and how it can support school improvement. Support for Hosted XXXX – for schools with Hosted XXXX XXXX, you can access XXXX and all its features and functionality, from any Internetinternet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement agreement, you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of a software failure on the computer holding your XXXX or XXXX FMS systems, the XXXX MIS software and operating system will be reinstalled re-installed by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For a full list of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first place. General advice on systems and software – this consists of advice on: ■ hardware systems and their suitability ■ peripherals such as printers and scanners DO YOU NEED MORE EXPERT SUPPORT? Upgrade to a Whole Support agreement and benefit from an onsite visit each term. This will also allow you to take advantage of the expert support services which are offered as part of the Whole Support agreement, including: • Key procedure assistance, including: - support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000. ■ peripherals such as printers and scanners ■ backup software and operating systems ■ system security including antivirus software DISCOUNTED RATES As an enhanced support customer, you will benefit from discounts on training courses, school-based consultancy and installations provided by Xxxxxx XXXX. YOUR PACKAGE YOUR UPGRADE OPTION KEEPING YOU INFORMED AND UP TO DATE ADMIN ICT SUPPORT WHOLE SUPPORT A dedicated Customer Success Manager (CSM) • strategic support - to maximise the benefits of your Whole Support consultancy visits • enhanced guidance, documentation and webinars • senior leadership team overviews - delivered by your CSM YOUR SUPPORT AT A GLANCE TERMLY ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT These visits can be used to carry out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. DISCOUNTED RATES Discounted rates on training, school-based consultancy and installations. EXPERT SERVICE DESK SUPPORT Personalised support • telephone support • remote support • email support General advice on systems and software, including: • hardware systems • peripherals such as printers and scanners • backup software and operating systems • system security and antivirus software Unlimited reactive support visits Support for XXXX application suite Database recovery service System recovery* Re-installation of the supported XXXX and FMS software plus operating system Support for other specified software (including Microsoft® and antivirus) Network support* For XXXX and other applications (email, EDI and Internet) Curriculum support Supporting your curriculum network, operating systems and a range of supported software Visit the website for all the latest product news, webinars and guides to help you get more from XXXX: xxx.xxxxxx-xxxx.xx.uk/enhancedsupport. To enhance your support, or for further information, please call 0000 000 0000. OPTIONAL EXTRAS: GET MORE FROM YOUR BUDGET EXCLUSIVE DISCOUNTS ON TRAINING AND CONSULTANCY MAKE A REAL DIFFERENCE TO YOUR SCHOOL As an enhanced support customer, you benefit from discounted training and consultancy from Capita XXXX. Our training courses cover all areas of XXXX, giving you and your staff the knowledge to use XXXX more effectively.

KEEPING YOU INFORMED AND UP TO DATE. You As part of your enhanced support you will have access to a named benefit from contact with the Customer Success Manager (CSM) Team who has have a real understanding of educational changes. Your CSM will advise The team can provide guidance to support you in understanding the breadth of XXXX and how the effective use of XXXX can support your school priorities. As part of your contract, your CSM the team will also provide: ■ Guidance, • Guidance documentation and webinars to keep you informed of enhancements and support key processes, such as census and managing pupil premium. ■ Senior leadership team overviews – your CSM can provide an overview • One to your leadership team, building awareness of XXXX capabilities one remote sessions to share strategic and how it can support school improvementoperational best practice. Support for Hosted XXXX – for schools with Hosted XXXX XXXX, you can access XXXX and all its features and functionality, from any Internetinternet-connected device, wherever you are. You’ll save time maintaining your IT systems, as we manage your XXXX upgrades, backups, update filesets and apply patches as required. As part of your agreement agreement, you’ll also have access to guidance providing top tips for staff new to Hosted XXXX and to support routine tasks such as setting up and managing new users. EXPERT SERVICE DESK SUPPORT Personalised support – from a service desk analyst who will talk through your case and, if required, access your system remotely to provide a resolution. Unlimited reactive support visits (for remedial work) – visits to address cases logged with the service desk where it is deemed by Capita ESS to be the most appropriate course of action to resolve a support case. Support for XXXX application suite – our experienced staff will provide comprehensive support for your XXXX software. All XXXX modules are covered by this agreement*. XXXX application suite update management by SOLUS – we will advise you of any changes to the XXXX application suite to enable you to carry out updates promptly when they are made available to you via SOLUS. Database recovery service – this service is designed to assist you to recover, from backup media, XXXX and FMS data lost or compromised during a major system failure. However, Capita ESS is not responsible for the integrity of the XXXX and FMS databases. System recovery – in the event of If a software failure on the computer holding your XXXX or XXXX FMS systemsvisit is required, the XXXX MIS software and operating system this will be reinstalled by a qualified technician. Support for other software packages – this covers Microsoft® packages including Word® and Excel® (where XXXX integrates with these products), antivirus packages and more. For a full list of supported software, visit www. xxxxxx-xxxx.xx.uk/ supportedsoftware. Network support – this service supports XXXX and other applications, regardless of where they sit on your school network, and provides advice and guidance to school technicians, reducing the likelihood of system problems arising in the first placechargeable. General advice on systems and software – this consists of advice on: ■ • hardware systems and their suitability ■ • peripherals such as printers and scanners DO YOU NEED MORE EXPERT SUPPORT? • backup software and operating systems • system security including antivirus software DISCOUNTED RATES As an enhanced support customer, you will benefit from discounts on training courses, school-based consultancy and installations. ACCESS ADDITIONAL SUPPORT & EXPERTISE Upgrade to a Whole Support agreement and benefit from an onsite visit each termterm from one of our experienced Whole Support Visit consultants. This will also allow Let us provide the expertise to support your key termly tasks to enable you to take advantage of the expert support services which are offered as part of the focus on other priorities. Your Whole Support agreementVisit consultant will work with you to agree the tasks required, includingthese could include: • Key procedure assistance, including: - • • • support for end of year - statutory returns - XXXX basic reporting • General XXXX administration • XXXX health check • Technical health check • FMS visits You can also purchase these options from our +Services range. For more information, please call 0000 000 0000*. ■ Or email us at XXX@xxxxxxxxxxxxxxxxxxxxxxxxxx.xx.xx *Calls to 0844/0845/0870 numbers will cost 3 xxxxx per minute, plus YOUR SUPPORT AT A GLANCE YOUR PACKAGE YOUR UPGRADE OPTIONS KEEPING YOU INFORMED AND UP TO DATE XXXX ONLY SUPPORT ADMIN ICT SUPPORT WHOLE SUPPORT • strategic support - to maximise the benefits of your Whole Support consultancy visits • enhanced guidance, documentation, one to one remote sessions and webinars • SLT overviews and personalised remote sessions with a CSM advisor providing additional XXXX expertise, thought leadership and school improvement • access to Customer Success Resource Hub containing a mixture of XXXX resources, videos, webinars and documents TERMLY ONSITE VISITS FROM YOUR WHOLE SUPPORT CONSULTANT These visits can be used to carry out key procedures and tasks within Core XXXX and FMS. These tasks can include end-of-year processes, data entry such as updating pupil and staff records, housekeeping and technical health checks for Core XXXX. DISCOUNTED RATES Discounted rates on training, school-based consultancy and installations. EXPERT SERVICE DESK SUPPORT Personalised support • telephone support • remote support • email support General advice on systems and software, including: • hardware systems • peripherals such as printers and scanners • backup software and operating systems ■ • system security and antivirus software Unlimited reactive support visits Support for XXXX application suite Database recovery service System recovery* Re-installation of the supported XXXX and FMS software plus operating system Support for other specified software (including antivirus softwareMicrosoft® and antivirus) Network support* For XXXX and other applications (email, EDI and Internet) Curriculum support Supporting your curriculum network, operating systems and a range of supported software *Excludes hardware MAXIMISE YOUR INVESTMENT IN XXXX BRING DATA TO THE HEART OF YOUR SCHOOL, ACADEMY OR MULTI-ACADEMY TRUST The Customer Success Team have developed tools, provided at no additional cost, which enable schools and Multi-Academy Trusts to analyse their XXXX data in Microsoft Power BI*. Data from XXXX is pulled into central dashboards, providing information to monitor and compare performance in your school or across a trust. We can also offer consultancy to set up automated customised reports that meet the different needs of the staff in your school or trust, from trustees to senior leaders to teachers. Click here to view the PowerBi resources via the Customer Success Hub. *Microsoft’s PowerBi Desktop is included within your O365 license.