Issue Notification. Where backups suffer from multiple failures, One Education will contact the customer and agree a suitable plan of action vii. Storage space The customer accepts that the backup SLA does not provide unlimited data storage. The backup agreement will detail the current data quota you have signed up for and/or the number of backup licenses. The customer accepts that should the backup exceed the storage quota some data will not be included in backups. One Education will make reasonable endeavours to warn the customer when the quota reaches over 95%. One Education cannot be held responsible for any data loss where the customers’ backup needs exceed the available quota. Issues and events affecting the delivery of a Curriculum Support visit: One Education will notify you as soon as it is made aware of issues which may affect the delivery of your Curriculum Support visit such as but not limited to unforeseen staff absence or emergency situations. We will advise the customer of absence of any specialist as soon as possible on the day of absence. In the case of a known long-term absence, One Education will work with the customer to decide upon the best course of action, which may include the supply of an alternative specialist or alternative dates. System development and maintenance: Where they are identified, One Education will endeavour to notify the contract holder in writing of potential issues with their School’s Curriculum or Schools Admin Networks along with recommendations Access to other One Education IT services: One Education will provide the contract holder with the means to access One Education IT services either by telephone or email inside of One Education working hours. One Education will provide a regular termly visit by a Service Representative to ensure that we are meeting the customers’ expectations and agree an action plan on any outstanding issues. The Service Delivery Manager will also discuss any new or future requirements and if requested provide you with quotations. One Education will provide access to additional One Education resource such as infrastructure specialists and solution specialist where One Education deems it appropriate Out of SLA work: The SLA is exclusive of One Education’s expenses incurred in connection with the provision of the services; One Education will make reasonable endeavours to assist the contract holder with all ICT related issues in the contract holder’s institution. Where this work is not covered by the standard SLA agreement, One Education reserves the right to make additional charges relating to the work which will require the contract holder to provide a PO number prior to the work taking place Curriculum Support Engineer changes: One Education will notify the school in advance, in writing of any planned changes to the Curriculum Support Engineer who will be attending site for any affected Curriculum Support Visits. This does not include emergency sickness cover where the school will be notified by phone. Data suitability: Where during the course of their duties a member of One Education staff encounters inappropriate material such as child pornography, life threatening material or material of a terrorist nature on systems belonging to the contract holder, the member of One Education staff will notify One Education of their discovery and will then proceed as directed by One Education and its internal policies. The Curriculum Support Engineer will not be responsible for informing the school of their discovery; One Education will proceed as per its internal policies in relation to informing the school.
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