Common use of Service Management Clause in Contracts

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full support for all modules listed below where in use: • Applicants • Attendance • Clubs • Communications • Customer report writer • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment and Fees • Roles and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that as modules are discontinued or replaced by Arbor, Cantium will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Description

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Change Management A change management capability enables changes to be made to the Hosted environment with minimised disruption to services. This will include: • Raising and recording changes • Assessing the impact, cost, benefits, and risks of proposed changes • Ensuring the appropriate authorisation of change • Management and co-ordination of the scheduling of change • Monitoring and reporting on change activity • Closure and review of change requests Release Management The release management service plans and co-ordinates the implementation of changes to the Hosted environment. This will include: • Release design build and configuration • Release authorisation • Rollout/implementation planning • Deployment and reversion testing • Release and distribution of software and hardware as applicable Infrastructure Services Hosted Environment Cantium will conduct: • Application Upgrades as required by the software provider • Patch management for XXXX to resolve database issues as required • Environmental monitoring and maintenance of the hosted environment • Back-up and restores. • Preventative maintenance scheduling, co-ordination, and delivery • Access monitoring and control of the hosted environment • Enabling of printing in the hosted environment Third Party Integration Integration and the support of the integration for the following apps is included. Integration of other apps can be requested and will be considered on an individual basis: • XXXX Teacher App • Pay 360 Education Payments (formerly XXXX Pay) • Groupcall Xporter • Wonde • Inventory Desktop Support Support is provided for all end user office and admin staff devices and standard IT peripherals which conform to industry standards. Support will typically include: • Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2013 and higher • MS Xxxx and Google Chrome Admin Infrastructure Support To diagnose issues affecting access to Hosted XXXX, Cantium will troubleshoot issues with: • Wired Local Area Networks (LAN) • Network switches and routers • Wi-Fi access and support • Internet connectivity Application Support Arbor XXXX Support Full support for all modules listed below where in use: • Applicants • Core - XXXX .net core (including Census and School Workforce Census) - XXXX .net Reporting - System Manager - Attendance • Clubs Behaviour Management, - SEN - In Touch • Communications Resources - FMS6 / Accounts Receivable (excluding accountancy advice) - Dinner Money - Equipment Register - Personnel - Staff - Performance Suite • Customer report writer Curriculum - NOVA T (Satellite only configuration) • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Performance - Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment and Fees • Roles and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips - Assessment Manager (including Assessing Pupil Progress) - Performance Analysis - Exams Organiser - Discover Please note that as XXXX modules are discontinued or replaced by Arborthe supplier, Cantium will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Description.

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full support for all modules listed below where in useChange Management A change management capability enables changes to be made to the Customer’s ICT infrastructure with minimised disruption to services. This will include: • Applicants Raising and recording changes • Attendance Assessing the impact, cost, benefits, and risks of proposed changes • Clubs Ensuring the appropriate authorisation of change • Communications Management and co-ordination of the scheduling of change • Customer report writer Monitoring and reporting on change activity • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment Closure and Fees • Roles review of change requests Release Management The release management service plans and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that as modules are discontinued or replaced by Arbor, Cantium co-ordinates the implementation of changes to the ICT environment. This will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following formatinclude: • Customer Portal alert Release design build and banner configuration • Release authorisation • Rollout/implementation planning • Deployment and reversion testing • Release and distribution of software and hardware as applicable Antivirus Services Full server and workstation support is provided for service announcements schools that have accompanying ICT support contracts with Cantium. Antivirus Solution Industry leading software to provide effective antivirus protection across the school Microsoft estate: • Customer Portal bulletin alert Anti-Malware and Anti-Virus protection • Ability to Quarantine, clean or delete as configured • USB Device control (if requested) • Rogue System Protection provides the ability to monitor unknown devices on the school network • Endpoint product removal tool – allows clean and easy removal of product • Central Management Console to allow school management of solution • On premise Microsoft Exchange protection (not required for changes O365) Service Support Support for the antivirus solution includes: • Provide support to the antivirus solution on the school server • Troubleshoot and updates guidance for issues to workstation antivirus agent • Information Notices Deployment advice and guidance where support is provided via by a 3rd party • Provide the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support ability to patch the solution on the server including critical vulnerability patches Emergency Response to Major Incident Our response to any virus infection will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting proportionate to the severity of Arbor software the incident including: • Identification o Determining nature of incident o Impact analysis of services affected • Containment o Prevention of spread internally and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. externally Incident Management For service incidents (service not available or service degradation) the following target response and target resolution times will apply, based on business impact: Priority Response Target Description

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat email and Service PortalPortal (from December 2019). The Service Desk will be available from 08:00 to 17:0017:30, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate appropriate; • Verifying successful completion of requests for service with customers customers; • Monitoring customer satisfaction on the Services as provided by the Service Desk Desk; • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets targets. Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents incidents; • Classification and initial support support; • Investigation and diagnosis diagnosis; • Resolution and recovery recovery; • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems problems; • Trend identification and analysis analysis; • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full support for all modules listed below where in useChange Management A change management capability enables changes to be made to the Customer’s ICT infrastructure with minimised disruption to services. This will include: • Applicants Raising and recording changes; • Attendance Assessing the impact, cost, benefits, and risks of proposed changes; • Clubs Ensuring the appropriate authorisation of change; • Communications Management and co-ordination of the scheduling of change; • Customer report writer Monitoring and reporting on change activity; • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment Closure and Fees • Roles review of change requests. Release Management The release management service plans and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that as modules are discontinued or replaced by Arbor, Cantium co-ordinates the implementation of changes to the ICT environment. This will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following formatinclude: • Customer Portal alert Release design build and banner for service announcements configuration; • Customer Portal bulletin alert for changes Release authorisation; • Rollout/implementation planning; • Deployment and updates reversion testing; • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting Release and distribution of Arbor software and hardware as applicable. Asset and configuration Management The asset and configuration management service will be provided where remote support is unable to resolve identify, control, maintain, and verify all configuration items which make up the issue Customer’s ICT infrastructure. This will include: • Provision of an asset register; • Asset verification and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Descriptionaudit routines and processes.

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviewsreviews Change Management A change management capability enables changes to be made to the Hosted environment with minimised disruption to services. This will include: • Raising and recording changes • Assessing the impact, cost, benefits, and risks of proposed changes • Ensuring the appropriate authorisation of change • Management and co-ordination of the scheduling of change • Monitoring and reporting on change activity • Closure and review of change requests Release Management The release management service plans and co-ordinates the implementation of changes to the Hosted environment. This will include: • Release design build and configuration • Release authorisation • Rollout/implementation planning • Deployment and reversion testing • Release and distribution of software and hardware as applicable Hosted Services (if applicable) Hosted Environment Cantium will conduct: • Application Upgrades as required by the software provider • Patch management for FMS to resolve database issues as required • Environmental monitoring and maintenance of the hosted environment • Back-up and restores. • Preventative maintenance scheduling, co-ordination, and delivery • Access monitoring and control of the hosted environment • Enabling of printing in the hosted environment Third Party Integration Integration and the support of the integration of any third-party apps is included as required. Technical Support (On Premise only) Desktop Support Support is provided for all end user devices and standard IT peripherals which conform to industry standards on the admin network. Support will typically include the following: • Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2013 and higher • MS Xxxx and Google Chrome Admin Network Support To diagnose issues affecting access to FMS, Cantium will troubleshoot issues with: • Wired Local Area Networks (LAN) • Network switches and routers • Wi-Fi access and support • Internet connectivity Application Support Arbor FMS Support Full support for all modules listed below where in use: • Applicants • Attendance • Clubs • Communications • Customer report writer • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment and Fees • Roles and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that as modules are discontinued or replaced by Arbor, Cantium will review this list and amend it accordinglyFMS module. Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: It will be necessary for Cantium to hold a Cantium support user account with administrator access rights to the system being supported. This is to ensure that we offer quick and efficient diagnoses and support to your school. Passwords will be stored securely with access only to those Cantium staff who are working on your systems. Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor supported software / hardware and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response and target resolution times will apply, based on business impact: Priority Response Target Description

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full support for all modules listed below where in useChange Management A change management capability enables changes to be made to the Hosted environment with minimised disruption to services. This will include: • Applicants Raising and recording changes • Attendance Assessing the impact, cost, benefits, and risks of proposed changes • Clubs Ensuring the appropriate authorisation of change • Communications Management and co-ordination of the scheduling of change • Customer report writer Monitoring and reporting on change activity • Data Quality Dashboard Closure and review of change requests Release Management The release management service plans and co-ordinates the implementation of changes to the Hosted environment. This will include: • Enrolment Release design build and configuration • Guardian Consultations Release authorisation • Guardian Profiles Rollout/implementation planning • HR Deployment and reversion testing • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment Release and Fees • Roles distribution of software and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that hardware as modules are discontinued or replaced by Arbor, applicable Infrastructure Services Hosted Environment Cantium will review this list conduct: • Application Upgrades as required by the software provider • Patch management for XXXX to resolve database issues as required • Environmental monitoring and amend it accordinglymaintenance of the hosted environment • Back-up and restores. Support Notification We will ensure you remain fully informed • Preventative maintenance scheduling, co-ordination, and delivery • Access monitoring and control of the hosted environment • Integration of 3rd party apps • Enabling of printing in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. hosted environment Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Description

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full The following support is dependent on purchased modules. Performance Analysis Access to assessment analysis for all modules listed below where in usestudents, classes, subjects, year groups and whole school. This includes data such as grade distribution, average points scores and student level analysis to give a wholistic view of their academic performance. • Whole school performance • Pastoral insight • Subject overview • Individual class focus • The whole student • Trends over time Behaviour Allows you to fully embed and automate your school behaviour policy. Fully manage and reward student conduct. Student and parent notifications as well as customisable interested parties can be set up to suit your needs. All aspects of behaviour can be managed within this module, from escalating sanctions to an on call support system, with the focus being very much on teaching and learning. The sanctions and praises can be fully customisable for your school as well as the behaviour tier system and action triggers. Fully manage: • Applicants Detentions • Attendance On call support • Clubs Praise and rewards • Communications Reprimands • Customer report writer Removals • Data Quality Dashboard Exclusions • Enrolment Behaviour tiers Engagement The Engagement module is designed to allow schools to evaluate their wider curriculum offering in terms of key ethos pillars and departmental contributors and also tracks student engagement with meaningful analytics. • Guardian Consultations Evaluate wider curriculum offering against your ethos pillars • Guardian Profiles Track and monitor student engagement with clubs, educational visits, in school events and set challenges • HR Target students that are not engaging • Import Involve parents with the wider curriculum offering My Class This module allows you to: • Manage and view Class seating plans • View a wide range of student data including academic performance and conduct • Assign home learning tasks • Record class actions • Log praise / Export behaviour incidents StudentVue StudentVue is the primary communication solution between the school and home. Whether it's a formal letter, email message or a praise and behaviour alert, parents/carers will be notified via their registered email address. • Interventions Letters home • Logging in Email messages • Meals • New school year setup • Parent Portal • Payment Praise and Fees • Roles and Permissions • Staff Profiles behaviour notifications • Student Profiles academic reports • Timetable Management Monitor home learning tasks • Trips Please note that as modules are discontinued or replaced by Arbor, Cantium will review this list and amend it accordingly. Tailored school calendar • Absence reporting Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support It will be provided using necessary on occasion for Cantium to access the SchoolVue site. This is to ensure that we offer quick and efficient diagnoses and support to your school. This will be achieved by remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Descriptionusing EIS Connect.

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor XXXX Support Full support for all modules listed below where in use: • Applicants • Core - XXXX .net core (including Census and School Workforce Census) - XXXX .net Reporting - System Manager - Attendance • Clubs Behaviour Management, - SEN - In Touch • Communications Resources - FMS6 / Accounts Receivable (excluding accountancy advice) - Dinner Money - Equipment Register - Personnel - Staff - Performance Suite • Customer report writer Curriculum - NOVA T (Satellite only configuration) • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Performance - Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment and Fees • Roles and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips - Assessment Manager (including Assessing Pupil Progress) - Performance Analysis - Exams Organiser - Discover Please note that as XXXX modules are discontinued or replaced by Arborthe supplier, Cantium will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target DescriptionNewsletters

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:00, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Setup Cantium will assist with setting up your Bromcom environment: • Homepage Dashboards • Roles and permissions • System configuration • System defaults Bromcom Support Full support for all modules listed below where in use: • Applicants Administration o Diary o Core Details o Admissions Settings o Maintenance of user defined fields and flags • Curriculum o Academic years and school structure o Clubs and trips settings o Staff codes and duties • Attendance • Clubs o Taking registers o Manage attendance o Missing registers o Bulk attendance update o Managing attendance codes o Registration options • Communications o Configuration o Sending messages o Message templates • Customer report writer Reporting o Reporting groups o Built in reports o Exporting and importing o Report layouts • Data Quality Dashboard Dinner o Set up o Management of module o Reports o Registers • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment MCAS o Set up o Management of accounts o Online payments o Schools shop o Trips and Fees • Roles and Permissions • Staff Profiles clubs • Student Profiles Portal o Setting homework o Formative assessments such as quizzes o Lesson plans • Timetable Management Behaviour o Set up o Reporting o Behaviour dashboard o Watch lists o Links to Communication • Trips Cover o Staff absence and room cover o Arranging cover o Suspending classes o Supply staff o Reports • Assessment o Set up o Assessment periods o Taking assessments o Assessment types • Exams o Configuration o Entries o Seasons o Special requirements o Rooms o Qualifications Please note that as modules are discontinued or replaced by ArborBromcom adapts modules, Cantium will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following format: • Customer Portal alert and banner for service announcements • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. On-site support includes diagnostic troubleshooting of Arbor software and will be provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target DescriptionNewsletters

Service Management. Service Desk The provision of a Service Desk function providing an interface between ICT users of the Customer and the ICT department of Cantium. Contact channels will include telephone, web chat and Service Portal. The Service Desk will be available from 08:00 to 17:0017:30, Monday to Friday excluding bank holidays. The Service Desk will manage incidents and requests (an incident is any unplanned interruption to service, such as an error preventing successful logon to a laptop. A request is classified as any call for information or advice, or for a standard change, or access to an IT service). Customers who log a call with the Service Desk will be informed of progress of requests for service throughout the lifecycle of the request. This will include: • Providing Customers with resolution advice as appropriate • Verifying successful completion of requests for service with customers • Monitoring customer satisfaction on the Services as provided by the Service Desk • The Customer will be provided with an escalation path for incidents and requests in line with agreed service targets Incident Management An incident management function will be available. The purpose of incident management is to restore service operation as quickly and as efficiently as possible, minimising disruption to service. This includes: • Pro-active detection and recording of incidents • Classification and initial support • Investigation and diagnosis • Resolution and recovery • Incident ownership, monitoring, tracking, and communication. See the incident management table for full details. Problem Management A ‘problem’ is classified as the cause of one or more incidents. A problem management service will be available which aims to prevent problems and resulting incidents from occurring, eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. This will include: • Prevention and avoidance of problems • Trend identification and analysis • Facilitation, co-ordination and completion major problem reviews. Application Support Arbor Support Full support for all modules listed below where in useChange Management Cantium change management enables changes to be made to the Backup service and infrastructure with minimised disruption to services. This will include: • Applicants Raising and recording changes • Attendance Assessing the impact, cost, benefits, and risks of proposed changes • Clubs Ensuring the appropriate authorisation of change • Communications Management and co-ordination of the scheduling of change • Customer report writer Monitoring and reporting on change activity • Data Quality Dashboard • Enrolment • Guardian Consultations • Guardian Profiles • HR • Import / Export • Interventions • Logging in • Meals • New school year setup • Parent Portal • Payment Closure and Fees • Roles review of change requests Release Management The release management service plans and Permissions • Staff Profiles • Student Profiles • Timetable Management • Trips Please note that as modules are discontinued or replaced by Arbor, co-ordinates the implementation of changes to the Cantium Backup environment. This will review this list and amend it accordingly. Support Notification We will ensure you remain fully informed in the following formatinclude: • Customer Portal alert Release design build and banner configuration • Release authorisation • Rollout/implementation planning • Deployment and reversion testing • Release and distribution of software and hardware as applicable Desktop Support Support is provided for service announcements the backup client installed on end user devices. • Customer Portal bulletin alert for changes and updates • Information Notices provided via the portal knowledgebase • Newsletters Access by Cantium Business Solutions Staff: Support will be provided using remote access wherever possible. • On-site support includes diagnostic troubleshooting of Arbor software and will be is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer. Incident Management For service incidents (service not available or service degradation) the following target response times will apply, based on business impact: Priority Response Target Description.