Cantium Business Solutions

Capita SIMS Support and Consultancy

We provide MIS support (SIMS) to all school types and in all phases. Our skilled, knowledgeable and professional staff support customers with their requests in order for them to effectively use the MIS in their day to day running of the school.

Features

  • Allows schools to focus on their core business
  • All areas of data can be recorded centrally
  • Support for both MIS and FMS
  • Liaison with 3rd party suppliers on your behalf
  • Proven Capability: Successfully provide support to hundreds of schools
  • Reduced costs as no need for in-house support
  • Outstanding service from our accredited support staff
  • Thorough understanding of school working environments & the education sector

Benefits

  • Knowledgeable support staff
  • Support for all core modules of SIMS
  • Capita accredited support unit
  • Unlimited access to remote telephone and email support
  • Guidance and support documents published online
  • Weekly communications
  • Customer support portal
  • Extensive additional training offer
  • Additional consultancy support available

Pricing

£130 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

6 1 3 9 4 0 9 9 0 7 7 1 5 8 1

Contact

Cantium Business Solutions

Bids Cantium

03000411115

bids@cantium.solutions

Planning

Planning service
Yes
How the planning service works
Our SIMS consultants and solutions architects can support with the planning, design, implementation of SIMS cloud and on-prem hosting solutions as required by the customer
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Capita SIMS

Training

Training service provided
Yes
How the training service works
We provide a comprehensive programme of SIMS training designed for a range of users including administrative, financial and managerial staff.

We can also deliver bespoke sessions designed to around individual requirements.

Training can be provided at one of our training venues or onsite as required.
Training is tied to specific services
Yes
Services the training service works with
Capita SIMS

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Cantium will provide assistance when setting up and migrating to a new SIMS hosting solution or support model. Cantium enables customers to develop an appropriate governance model for their environment. Cantium will provide a suitable governance framework that enables delivery teams to implement the solution in a way that meets overall simplicity or the non-functional requirements of the architecture. By developing guidelines such as architecture principles and strategic drivers Cantium provides an environment for technical change to flourish. Cantium’s expert architecture team will derive a full understanding of the discrete domains within the architecture. This enables them to make informed decisions and advise customers on the most appropriate way to proceed with their change. Changes are then aligned to business domains or functions to ensure they deliver value. By analysing the estate this way, Cantium’s architecture experts are able to provide delivery and migration planning advice on how to implement the change required
Setup or migration service is for specific cloud services
Yes
List of supported services
Capita SIMS

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
How the quality assurance and performance testing works

We will work with the customer to determine and optimise the processes for Capita SIMS. As part of implementations we undertake Quality Assurance checks to ascertain overall performance.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We support Capita SIMS in both cloud, hosted and on-prem environments through our dedicated team of SIMS consultants.

We operate a ICT service desk provision and online call logging/tracking through our single ITSM tool.

Our service desk and SIMS team can support remotely for issues that can be resolved either over the phone or by securely, remote accessing the end users system.

We can also provide onsite support for more complex or critical issues which are unable to be resolved remotely. We have a team of onsite engineers and support staff with extensive experience of supporting IT in the education sector.

Service scope

Service constraints
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are based on priority levels within normal working hours (Monday-Friday 08:00 - 17:00)

High
Complete failure of critical application (e.g. SIMS) or server. no printing at all on system.
Start to Fix - 1 Hour

Medium
Partial loss of functionality a ecting business critical application. Partial loss of functionality a ecting administrative critical system e.g. partial loss of printing or network or workstation failure.
Start to Fix - 8 Hours

Normal
All other reported issues excluding product enhancements
Start to Fix - 5 Working Days
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
We provide a standard support service delivering to the following SLA:

High
Complete failure of critical application (e.g. SIMS) or server. no printing at all on system.
Start to Fix - 1 Hour

Medium
Partial loss of functionality affecting business critical application. Partial loss of functionality a ecting administrative critical system e.g. partial loss of printing or network or workstation failure.
Start to Fix - 8 Hours

Normal
All other reported issues excluding product enhancements
Start to Fix - 5 Working Days

We aim to resolve the maximum number of problems possible the same day using telephone/remote support. Where this is not possible and an on-site visit is required then you can expect a visit within 1 working day for high priority calls, 2 working days for medium priority and 8 working days for standard priority calls. Calls that are escalated to a 3rd Party for resolution/advice. We will monitor to ensure a timely response is received.

In the event of a major outage effecting a significant number of schools, EIS will provide an alert on our website and a message on our telephone system. Updates on the progress of resolving the issue will appear regularly on our website.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£130 per unit per month
Discount for educational organisations
Yes

Service documents

Return to top ↑