Chambury Learning Solutions [Chambury Consulting Ltd]

Totara Consulting and Support

We provide services to support your new and /or existing Totara LMS deployment. These include implementation, training and testing to meet your local requirements.

We can support your administrators to resolve queries, and offer services including theme design, custom home pages, enhancements & custom plugins and reporting dashboards.

Features

  • Business Intelligence /Local Reporting Dashboards
  • Fast system deployment to meet local timescales
  • Support ongoing implementation to embed system into orgasniation
  • Bespoke process workflow and design
  • Access to UK based online Helpdesk
  • Access to UK based Telephone Support desk
  • Theme and design to meet local branding requirements
  • User based homepage design for groups of users

Benefits

  • You will feel valued, supported, listened to and important
  • Experience of system deployment to deliver large organisation change
  • Adaptive project management to meet local requirements
  • UK based /In-house developers for custom plugins and enhancements
  • UK based Helpdesk and Support staff
  • Quick turnaround for queries, customisations and enhancements
  • Regular on site support to coach your administration team
  • Regular ROI meetings with senior team and project leads

Pricing

£8700 to £15400 per unit per year

  • Education pricing available

Service documents

G-Cloud 9

703027790947057

Chambury Learning Solutions [Chambury Consulting Ltd]

Richard Chambury

07803125075

info@chamburylearningsolutions.co.uk

Planning

Planning
Planning service Yes
How the planning service works We provide all customers with an outline /template project plan and work with the customer to tailor this to meet the local requirements, setting out the requirements and specifications of the services which have been requested and specified during the procurement process.

This includes a description of what work is to be done, dates by which each stage of the work is requested to be started and finished, deliverables, in-put materials and any other information to allow the Supplier to prepare a draft Project Plan.

Following this we provide the customers with a draft Project Plan and in consultation we discuss and agree the draft Project Plan, all agreed dates, and it then becomes a Schedule within the main contract.

The project plan includes hosting, maintenance, system setup and build, theme and design, testing, data migration, administrator training and ongoing support /coaching with milestones to develop and embed the system into the organisational culture.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Totara LMS
  • Totara Social
  • Moodle
  • LMS hosting

Training

Training
Training service provided Yes
How the training service works We provide training in the following areas;

Administrator Training - to train system administrators in the general use of the LMS;

Advanced Administrator Training - to train all administrators in the use of advanced functions such as appraisal, renewal training, learning paths etc;

Report User Training - to train users how to build reports, report dashboards and extract data for advanced manipulation;

Train-the-Trainer Training - to train users how to manage their own course content, manage attendance, bookings, cancellations etc;

Manager Training - to train managers how to access and use self service and core reporting tools to manage their staff training, learning and performance;

End User Training - to train end users in how to access the LMS and use the core features for personal development;
Training is tied to specific services Yes
Services the training service works with
  • Totara LMS
  • Totara Social
  • Moodle

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We would agree the data to be transferred to the new LMS at project kick-off and also the timescales for each extract. This date ranges will be designed to meet reporting requirements and be in two phases.

We require that customers provide us with the required data /reports in CSV/Excel format and we then manipulate this data into our templates and send this to you for review and sign off.

Upon agreement we load the legacy data to the new LMS.

This initial process will be for all data to an agreed cut off date to bring across legacy completions to the previous quarter.

On go-live for your administration team, we will then take a cut of the data from your legacy system from the cut-off date to the ‘go-live date’ and load this in the following 5 working days to bring the new LMS up to date so you do not have to operate 2 systems in tandem.

From experience we can have reporting, including compliance reporting for identified topics, live on ‘day 1’ with reporting for any discreet topics in place within 30 days of go-live.
Setup or migration service is for specific cloud services Yes
List of supported services
  • Totara LMS
  • Totara Social
  • Moodle
  • LMS Hosting

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security testing service No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works The key features of our hosting solutions are as follows;

All data is stored in the UK with high levels of physical security (perimeter, room and server level); 99.9% uptime assurance;

Servers are monitored on an on-going basis, any failure kicks off a rapid implementation plan with a Linux expert on-hand to restore the server from the most recently available backup; Automated daily back-ups stored at 2 levels – on-server and at a remote location at least 50 miles away from the main server location within in the UK; In case of catastrophic failure a full copy of your LMS is stored on a UK based remote server so we can have the site up quickly;
Each application runs on a logically-separate software architecture (technically: separated operating system kernels, or “dedicated virtual machines”);
Server virtualisation means that it is easy to scale up infrastructure to meet your changes in usage, rapidly and cost-effectively;

Our maintenance package includes; Access to a staging environment; Installation of SSL /TLS to secure your data; Server maintenance of the operating system, virus protection and Linux software updates.; LMS software updates to the latest stable version release; Regular reviews of security and performance.

Service scope

Service scope
Service constraints We work to meet all customer requirements and within our terms and conditions. Services are agreed as part of a procurement process and any constraints identified are managed accordingly.

Where we are providing support to an existing application there must be HTTPS /SSL /TLS security in place or its configuration will be added to the support contract and costs.

For local hosted solutions we require full service access, or a ticket /call process to provide access as required.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times UK business hours (0830 1730 Monday Friday), respond to critical support issues outside of business hours.

URGENT – system confirmed unavailable for everyone. Response 2hr. Resolution 1 day;

HIGH – all users are unable to perform some portion of their job. Response 4hr. Resolution 2 days;

MEDIUM – a single user is unable to perform all or some portion of their job. Response 24hr. Resolution 4 days;

LOW – Request for Service. Response 3 days. Resolution 10 days

Customisation Requests are out of scope for our service /resolution times and will be agreed separately and may attract an additional fee.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels We operate a Bronze Silver Gold model determiing the level of system and end-user support;

Bronze Support (£8,700)
- Hosting & Security;
- HTTPS /TLS /SSL Security;
- Server and stack maintenance;
- Sandpit Staging environment;
- System maintenance patch /bug fixes;
- Branding to reflect the organisational identity;
- Site build and configuration;
- Administrator training 1 Day;
- Online Helpdesk;

Silver Support (£11,800)
- Hosting & Security;
- HTTPS /TLS /SSL Security;
- Server and stack maintenance;
- Sandpit Staging environment;
- System maintenance patch /bug fixes;
- Branding to reflect the organisational identity;
- Site build and configuration;
- Administrator training 2 Days;
- Online Helpdesk;
- Telephone Support UK Business hours;
- ROI Meetings 3 per annum;
- On Site Support & Coaching - 6 per annum;

Gold Support (£15,400)
- Hosting & Security;
- HTTPS /TLS /SSL Security;
- Server and stack maintenance;
- Sandpit Staging environment;
- System maintenance patch /bug fixes;
- Branding to reflect the organisational identity;
- Site build and configuration;
- Administrator training 3 Days;
- Online Helpdesk;
- Telephone Support UK Business hours;
- ROI Meetings 3 per annum;
- On Site Support & Coaching - 12 per annum;

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Totara Europe Limited

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Pricing

Pricing
Price £8700 to £15400 per unit per year
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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