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 17:30, 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. Change Management Cantium change management enables changes to be made to the Backup service and infrastructure 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 Cantium Backup 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 Desktop Support Support is provided for the backup client installed on end user devices. • Support will be provided using remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.

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 17:3017:00, 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 Cantium A change management capability enables changes to be made to the Backup service and infrastructure 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 Cantium Backup 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 Desktop Support Support is provided Hosted Environment Cantium will conduct: • Application Upgrades as required by the software provider • Patch management for ▇▇▇▇ to resolve database issues as required • Environmental monitoring and maintenance of the backup client installed on end user deviceshosted environment • Back-up and restores. • Support 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 hosted environment For service incidents (service not available or service degradation) the following target response times will be provided using remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.apply, based on business impact:

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 17:3017:00, 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 Setup Cantium change management enables changes to be made to the Backup service and infrastructure will assist with minimised disruption to services. This will includesetting up your Bromcom environment: • Raising Homepage Dashboards • Roles and recording changes permissions • Assessing the impact, cost, benefits, and risks of proposed changes System configuration • 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 Cantium Backup environment. This will includeSystem defaults Bromcom Support Full support for all modules listed below where in use: • Release design build Administration o Diary o Core Details o Admissions Settings o Maintenance of user defined fields and configuration flags • Release authorisation Curriculum o Academic years and school structure o Clubs and trips settings o Staff codes and duties • Rollout/implementation planning Attendance o Taking registers o Manage attendance o Missing registers o Bulk attendance update o Managing attendance codes o Registration options • Deployment Communications o Configuration o Sending messages o Message templates • Reporting o Reporting groups o Built in reports o Exporting and reversion testing importing o Report layouts • Release Dinner o Set up o Management of module o Reports o Registers • MCAS o Set up o Management of accounts o Online payments o Schools shop o Trips and distribution of software clubs • Student Portal o Setting homework o Formative assessments such as quizzes o Lesson plans • Behaviour o Set up o Reporting o Behaviour dashboard o Watch lists o Links to Communication • Cover o Staff absence and hardware 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 applicable Desktop Bromcom adapts modules, Cantium will review this list and amend it accordingly. Support Support is 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 for via the backup client installed on end user devices. portal knowledgebase • Support will be provided using remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.Newsletters

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 17:3017:00, 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 The following support is dependent on purchased modules. Performance Analysis Access to assessment analysis for students, 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: • Detentions • On call support • Praise and rewards • Reprimands • Removals • Exclusions • 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. • Evaluate wider curriculum offering against your ethos pillars • Track and monitor student engagement with clubs, educational visits, in school events and set challenges • Target students that are not engaging • 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 / 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. • Letters home • Email messages • Praise and behaviour notifications • Student academic reports • Monitor home learning tasks • 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 • Newsletters It will be necessary on occasion for Cantium change management enables changes to be made access the SchoolVue site. This is to the Backup service ensure that we offer quick and infrastructure with minimised disruption efficient diagnoses and support to servicesyour school. 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 Cantium Backup 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 Desktop Support Support is provided for the backup client installed on end user devices. • Support will be provided using achieved by remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customerusing 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 17:3017:00, 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 Cantium change management enables changes to be made to the Backup service and infrastructure 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 Cantium Backup 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 Desktop Support Support is provided for the backup client installed on all end user devicesoffice and admin staff devices and standard IT peripherals which conform to industry standards. • Support will be typically include: • Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2016 and higher MS Edge and Google Chrome Admin Infrastructure 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 • FMS Server support FMS Support Full support for FMS6 / Accounts Receivable (excluding accountancy advice) 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 using remote access wherever possible. via the portal knowledgebase • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.Newsletters

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 17:3017:00, 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 Cantium change management enables changes to be made to the Backup service and infrastructure with minimised disruption to services. This will include▇▇▇▇ Support Full support for all modules listed below where in use: • Raising Core - ▇▇▇▇ .net core (including Census and recording changes School Workforce Census) - ▇▇▇▇ .net Reporting - System Manager - Attendance • Behaviour Management, - SEN - In Touch • Resources - FMS6 / Accounts Receivable (excluding accountancy advice) - Dinner Money - Equipment Register - Personnel - Staff - Performance Suite • Curriculum - NOVA T (Satellite only configuration) • Performance - Profiles - Assessment Manager (including Assessing Pupil Progress) - Performance Analysis - Exams Organiser - Discover Please note that as ▇▇▇▇ modules are discontinued or replaced by the impactsupplier, cost, benefits, Cantium will review this list and risks of proposed changes • Ensuring amend it accordingly. Support Notification We will ensure you remain fully informed in 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 Cantium Backup environment. This will includefollowing format: • Release design build Customer Portal alert and configuration banner for service announcements • Release authorisation Customer Portal bulletin alert for changes and updates • Rollout/implementation planning Information Notices provided via the portal knowledgebase • Deployment and reversion testing • Release and distribution of software and hardware as applicable Desktop Support Support is provided for the backup client installed on end user devices. • Support will be provided using remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.Newsletters

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 17:3017:00, 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. reviews Change Management Cantium A change management capability enables changes to be made to the Backup service and infrastructure 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 Cantium Backup 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 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. Desktop Support Support is provided for the backup client installed on all end user devicesdevices 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 ▇▇▇▇ 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 FMS Support Full support for FMS module. 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 is includes diagnostic troubleshooting of 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.. For service incidents (service not available or service degradation) the following target response and target resolution times will apply, based on business impact:

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 17:30, 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. Change Management Cantium A change management capability enables changes to be made to the Backup service and Customer’s ICT infrastructure with minimised disruption to services. This will include: • Raising and recording changes changes; • Assessing the impact, cost, benefits, and risks of proposed changes changes; • Ensuring the appropriate authorisation of change change; • Management and co-ordination of the scheduling of change change; • Monitoring and reporting on change activity activity; • Closure and review of change requests requests. Release Management The release management service plans and co-ordinates the implementation of changes to the Cantium Backup ICT environment. This will include: • Release design build and configuration configuration; • Release authorisation authorisation; • Rollout/implementation planning planning; • Deployment and reversion testing testing; • Release and distribution of software and hardware as applicable Desktop Support Support is provided for applicable. Asset and configuration Management The asset and configuration management service will identify, control, maintain, and verify all configuration items which make up the backup client installed on end user devicesCustomer’s ICT infrastructure. This will include: • Support will be provided using remote access wherever possible. Provision of an asset register; • On-site support is provided where remote support is unable to resolve the issue Asset verification and the issue has a significant impact for the customeraudit 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 17:3017:00, 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 Cantium A change management capability enables changes to be made to the Backup service and Customer’s ICT infrastructure 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 Cantium Backup ICT 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 Desktop Support Support Full server and workstation support is provided for schools that have accompanying ICT support contracts with Cantium. Antivirus Solution Industry leading software to provide effective antivirus protection across the backup client installed school Microsoft estate: • 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 end user devices. 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 O365) Service Support will be provided using remote access wherever possible. Support for the antivirus solution includes: • On-site Provide support to the antivirus solution on the school server • Troubleshoot and guidance for issues to workstation antivirus agent • Deployment advice and guidance where support is provided where remote support is unable by a 3rd party • Provide the ability to resolve patch the issue solution on the server including critical vulnerability patches Emergency Response to Major Incident Our response to any virus infection will be proportionate to the severity of the incident including: • Identification o Determining nature of incident o Impact analysis of services affected • Containment o Prevention of spread internally and externally For service incidents (service not available or service degradation) the issue has a significant impact for the customer.following target response and target resolution times will apply, based on business impact:

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 17:3017:00, 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 Cantium change management enables changes to be made to the Backup service and infrastructure with minimised disruption to services. This will includeArbor Support Full support for all modules listed below where in use: • Raising 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 recording changes Fees • Assessing 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 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 Cantium Backup environment. This will includefollowing format: • Release design build Customer Portal alert and configuration banner for service announcements • Release authorisation Customer Portal bulletin alert for changes and updates • Rollout/implementation planning Information Notices provided via the portal knowledgebase • Deployment and reversion testing • Release and distribution of software and hardware as applicable Desktop Support Support is provided for the backup client installed on end user devices. • Newsletters Support will be provided using remote access wherever possible. • On-site support is 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.. For service incidents (service not available or service degradation) the following target response times will apply, based on business impact:

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 17:3017:00, 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 Cantium A change management capability enables changes to be made to the Backup service and infrastructure 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 Cantium Backup 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 Environment Cantium will conduct: • Application Upgrades as required by the software provider • Patch management for ▇▇▇▇ 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: • ▇▇▇▇ Teacher App • Pay 360 Education Payments (formerly ▇▇▇▇ Pay) • Groupcall Xporter • Wonde • Inventory Desktop Support Support is provided for the backup client installed on all end user devicesoffice and admin staff devices and standard IT peripherals which conform to industry standards. • Support will be provided using remote typically include: • Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2013 and higher • MS ▇▇▇▇ and Google Chrome Admin Infrastructure Support To diagnose issues affecting access wherever possible. to Hosted ▇▇▇▇, Cantium will troubleshoot issues with: • OnWired Local Area Networks (LAN) • Network switches and routers • Wi-site Fi access and support is provided • Internet connectivity ▇▇▇▇ Support Full support for all modules listed below where remote support is unable to resolve in use: • Core - ▇▇▇▇ .net core (including Census and School Workforce Census) - ▇▇▇▇ .net Reporting - System Manager - Attendance • Behaviour Management, - SEN - In Touch • Resources - FMS6 / Accounts Receivable (excluding accountancy advice) - Dinner Money - Equipment Register - Personnel - Staff - Performance Suite • Curriculum - NOVA T (Satellite only configuration) • Performance - Profiles - Assessment Manager (including Assessing Pupil Progress) - Performance Analysis - Exams Organiser - Discover Please note that as ▇▇▇▇ modules are discontinued or replaced by the issue supplier, Cantium will review this list and the issue has a significant impact for the customeramend it accordingly.

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 17:30, 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. Change Management Cantium change management enables changes to be made to the Backup service and infrastructure with minimised disruption to services. This will includeArbor Support Full support for all modules listed below where in use: • Raising 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 recording changes Fees • Assessing 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 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 Cantium Backup environment. This will includefollowing format: • Release design build Customer Portal alert and configuration banner for service announcements • Release authorisation Customer Portal bulletin alert for changes and updates • Rollout/implementation planning Information Notices provided via the portal knowledgebase • Deployment and reversion testing • Release and distribution of software and hardware as applicable Desktop Support Support is provided for the backup client installed on end user devices. • Support will be provided using remote access wherever possible. • On-site support is provided where remote support is unable to resolve the issue and the issue has a significant impact for the customer.Newsletters