2019/2020 Service Definition

SIMS Software and Admin Networks Support

About the Service

BT Lancashire Services provide a range of support packages for schools, using the Capita SIMS Management Information System. The support services ensure SIMS remains up to date and available.

SIMS is pivotal to schools' management, administration, curriculum and performance. The service provides schools with the required levels of support to maintain access to their SIMS Management Information System and ensures they can make effective use of their system and data.

What are the benefits?

Provides your School with specialist support to keep SIMS running efficiently. Our support services help to reduce downtime and loss of productivity. Lancashire Maintained schools subscribing to the support service also benefit from a reduced-priced Capita SIMS Annual Maintenance agreement.

What's Included?

Service Features

Support Options Recommendation

SIMS Hardware, Systems and Software support

This is the most popular option and provides the best level of support for your schools SIMS system; this option is recommended for all schools.

It provides support for the physical devices (servers, workstations and peripherals) used for access to the SIMS system.

SIMS Software Support Only

This option is normally only used by schools who cannot subscribe to SIMS Hardware, Systems and Software support due to school third party support arrangements. It will provide support in the usage and operation of your SIMS systems but does not provide any technical support.

Finance Module Support Only

This option is only normally taken in very limited circumstances and is not suitable for most schools. (Due to Capita license restrictions, this option is only available to schools that already subscribe to our Finance Module Only Support service.)

Service Support

Support Description SIMS Hardware, Systems & Software Support SIMS Software Support Only Finance Module Support Only

Software management

  • Full testing programme for all Capita SIMS upgrades prior to release to schools
  • Managed programme of upgrades to minimise disruption to schools
  • Patch and release management for SIMS systems
  • Provision of a Windows update server for managed Microsoft updates
  • Management of Capita Annual Maintenance to ensure version protection and maintenance and right to install upgrades
YES YES YES

Technical Support for SIMS servers (Domain), SIMS Peer-to-Peer workstations and SIMS standalone workstations

Includes:

  • Configuration and operation of SIMS server and the SIMS application
  • Where applicable, SQL, DNS, DHCP and file server
  • Application of patches, data backup and anti-virus configurations (we only provide support for our Remote Data Back-up service and Anti-Virus Protection (Sophos))

If your server is managed by a third party, please refer to the Service Requirements section below. If the criteria to provide our SIMS Hardware, System and Software service aren't met we will be happy to offer SIMS Software Support Only as an alternative.

YES

NOT INCLUDED

NOT INCLUDED

Technical Support for all PCs / Laptops using SIMS on the Administration Network

This includes:

  • Ensuring smooth operation of operating systems
  • Investigation into SIMS failures
  • Resolution of SOLUS upgrade issues
  • Patches to Microsoft operating systems and Office applications currently supported by Microsoft and installed by BTLS
  • Arranging warranty repair for failed units in warranty and purchased through BTLS
  • Restoration of functionality following warranty repair of failed systems
  • Anti-Virus updates for Anti-Virus products purchased and installed by BTLS

YES

NOT INCLUDED

NOT INCLUDED

Software Support

Support for specific software problems and features as listed:

  • Use of SIMS software (schools can purchase extra support for add-on modules)
  • Using the SIMS finance module
  • Technical support for the SIMS applications
  • Statutory Returns
  • Support for statutory returns including documentation, resources and free annual roadshows
  • Using Microsoft Office Word and Excel with SIMS
  • SIMS Upgrades (includes the provision of documentation and the release of SIMS upgrades via SOLUS)

YES

YES

FINANCE MODULE FEATURES ONLY

 

(OTHER PARTS OF SIMS ARE EXCLUDED)

Documentation

Access to download online documentation via the 'Support' area on the BT Lancashire Services Education Services website. These documents are prepared by our SIMS specialists and provide invaluable guidance on the following topics for Schools SIMS staff:

  • Using SIMS software
  • Statutory Returns
  • Post upgrade procedures
  • Information and features
  • Sample SIMS reports and templates
  • Technical information

YES

YES

FINANCE MODULE FEATURES ONLY

(DOCUMENTS FOR OTHER PARTS OF SIMS ARE EXCLUDED)

Optional Related Services

Depending on the support option taken, schools are able to subscribe to additional modules and services forming part of the SIMS software suite or integrated Third Party products (see separate service descriptions in our Annual Services section of our website). BT Lancashire Services offer a range of optional products, services and support to complement the use of SIMS: