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. Change Management A change management capability enables changes to be made to the 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 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 Antivirus Services 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 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 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 Support for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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. Change Management A change management capability enables changes to be made to the Customer’s ICT 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 ICT 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 Antivirus Infrastructure Services 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 school Microsoft estateHosted Environment Cantium will conduct: • AntiApplication 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-Malware up and Antirestores. • Preventative maintenance scheduling, co-Virus protection ordination, and delivery • Ability to Quarantine, clean or delete as configured Access monitoring and control of the hosted environment • 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 Integration of product • Central Management Console to allow school management of solution • On premise Microsoft Exchange protection (not required for O365) Service Support Support for the antivirus solution includes: • 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 by a 3rd party apps • Provide Enabling of printing in the 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 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 hosted environment 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. Change Management A change management capability enables changes to be made to the Customer’s ICT infrastructure with minimised disruption to services. This will includeApplication Support Arbor 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 ICT 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 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 hardware as applicable Antivirus Services Full server and workstation will be provided where remote support is provided for schools that have accompanying ICT support contracts with Cantium. Antivirus Solution Industry leading software unable to provide effective antivirus protection across resolve the school Microsoft estate: • Anti-Malware issue 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 O365) Service Support Support issue has a significant impact for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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 17:0017:30, 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. Change Management A Cantium change management capability enables changes to be made to the Customer’s ICT 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 ICT 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 Antivirus Services Full server and workstation 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 for schools that have accompanying ICT where remote support contracts with Cantium. Antivirus Solution Industry leading software is unable to provide effective antivirus protection across resolve the school Microsoft estate: • Anti-Malware issue 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 O365) Service Support Support issue has a significant impact for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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 Descriptioncustomer.

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 Application Support 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 Access by Cantium Business Solutions Staff: It will be necessary on occasion for Cantium to be made access the SchoolVue site. This is to the Customer’s ICT infrastructure with minimised disruption ensure that we offer quick and 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 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 Antivirus Services 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 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 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 Support for the antivirus solution includes: • 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 be achieved by a 3rd party • Provide the 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 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 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 Descriptionremote access using 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. reviews Change Management A change management capability enables changes to be made to the Customer’s ICT 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 ICT 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 Antivirus Hosted Services Full server (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 workstation 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 schools that have accompanying ICT support contracts with Cantiumall end user devices and standard IT peripherals which conform to industry standards on the admin network. Antivirus Solution Industry leading software to provide effective antivirus protection across Support will typically include the school Microsoft estatefollowing: • Anti-Malware Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2013 and Anti-Virus protection higher • Ability MS Xxxx and Google Chrome Admin Network Support To diagnose issues affecting access to QuarantineFMS, clean or delete as configured Cantium will troubleshoot issues with: • USB Device control Wired Local Area Networks (if requestedLAN) • Rogue System Protection provides Network switches and routers • Wi-Fi access and support • Internet connectivity Application Support FMS Support Full support for FMS module. 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 ability system being supported. This is to monitor unknown devices 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 supported software / hardware and will be provided where remote support is unable to resolve the school network • Endpoint product removal tool – allows clean issue 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 Support the issue has a significant impact for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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. Change Management A change management capability enables changes to be made to the Customer’s ICT infrastructure with minimised disruption to services. This will includeApplication Support XXXX Support Full support for all modules listed below where in use: • Raising Core - XXXX .net core (including Census and recording changes School Workforce Census) - XXXX .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 XXXX 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 ICT 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 Antivirus Services 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 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 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 Support for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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 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. Change Management A change management capability enables changes to be made to the Customer’s ICT infrastructure Application Support Setup Cantium 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 ICT 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 Antivirus Services Full server Bromcom adapts modules, Cantium will review this list and workstation support is provided for schools that have accompanying ICT support contracts with Cantiumamend it accordingly. Antivirus Solution Industry leading software to provide effective antivirus protection across Support Notification We will ensure you remain fully informed in the school Microsoft estatefollowing format: • Anti-Malware Customer Portal alert and Anti-Virus protection banner for service announcements • Ability to Quarantine, clean or delete as configured Customer Portal bulletin alert for changes and updates • USB Device control (if requested) Information Notices provided via the portal knowledgebase • 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 O365) Service Support Support for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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 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. Change Management A change management capability enables changes to be made to the Customer’s ICT 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 ICT 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 Antivirus Infrastructure Services Full server 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 workstation 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 schools that have accompanying ICT support contracts with Cantiumall end user office and admin staff devices and standard IT peripherals which conform to industry standards. Antivirus Solution Industry leading software to provide effective antivirus protection across the school Microsoft estateSupport will typically include: • Anti-Malware Workstation, laptop, printer configuration • Client operating systems – Windows 10 Pro or higher • MS Office 2013 and Anti-Virus protection higher • Ability MS Xxxx and Google Chrome Admin Infrastructure Support To diagnose issues affecting access to QuarantineHosted XXXX, clean or delete as configured Cantium will troubleshoot issues with: • USB Device control Wired Local Area Networks (if requestedLAN) • Rogue System Protection provides the ability to monitor unknown devices on the school network Network switches and routers • Endpoint product removal tool – allows clean Wi-Fi access and easy removal of product support • Central Management Console to allow school management of solution • On premise Microsoft Exchange protection (not required Internet connectivity Application Support XXXX Support Full support for O365) Service Support Support for the antivirus solution includesall modules listed below where in use: • Provide support to Core - XXXX .net core (including Census and School Workforce Census) - XXXX .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 XXXX modules are discontinued or replaced by the antivirus solution on the school server • Troubleshoot supplier, Cantium will review this list and guidance for issues to workstation antivirus agent • Deployment advice and guidance where support is provided by a 3rd party • Provide the 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 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 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 Descriptionamend 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 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. Change Management A change management capability enables changes to be made to the 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 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 Antivirus Services Full server applicable. Asset and workstation support is provided for schools that have accompanying configuration Management The asset and configuration management service will identify, control, maintain, and verify all configuration items which make up the Customer’s ICT support contracts with Cantiuminfrastructure. Antivirus Solution Industry leading software to provide effective antivirus protection across the school Microsoft estateThis will include: • Anti-Malware Provision of an asset register; • Asset verification 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 audit routines 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 Support for the antivirus solution includes: • 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 by a 3rd party • Provide the 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 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 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 Descriptionprocesses.