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DSA Supplier's Service Level Agreement
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This document specifies a minimum level of service. Individual
suppliers may offer better levels of service in specific areas.
DSA Suppliers' Service Level Agreement:
1 Introduction:
All suppliers on the Service Level Agreement are expected to demonstrate
good practice in three particular areas as follows:
1. Client-focussed Service: awareness of the needs of students with
disabilities; awareness of the range of enabling technology required;
awareness of the need for clear documentation and making documentation
available in multiple formats; an ability and track record of contributing
to ensure students have access to the widest range of products; and
a commitment to staff development in the area of disability.
2. Education/Assessment Centre-Focussed Service: an ability to offer
a one-stop solution with respect to enabling technology; ability to
offer a range of systems for first, second and final year students;
and an ability to offer relevant technical advice.
3. LEA-Focussed Service: an ability to order equipment on behalf of
LEAs within an appropriate timeframe; an ability to provide independent
advice on any alterations to equipment made by the student; and an
ability to deal sensitively with any complaints.
The Range of Application:
This Service Level Agreement is intended to apply to equipment supplied
under Disabled Students Allowances, which are managed by LEAs in England
and Wales, the Student Awards Agency for Scotland or the Open University.
It also applies to similar funds operated by the NHS and various other
public organisations.
Any equipment supplied under the DSA scheme is for the purpose defined
during the assessment, and is to support the student’s study
needs arising from their disability.
One-stop solution for all system-related items:
The supplier, as far as reasonably possible, will be responsible for
the sourcing of all items of equipment specified under the DSA (not
necessarily including furniture), will bring these together in a compatible
system and deliver same to the student. Thereafter, the supplier will
take responsibility for the performance of all items in accordance
with its normal guarantee arrangements.
For very specialist items it may be appropriate to order from a particular
specialist supplier, occasionally even one not subscribing to this
Service Level Agreement, for part or all of the equipment.
Permissible Variations:
The system supplied must be specified by the assessors and agreed by
the funding body. All variations made to the equipment specified must
not compromise the original intent. The student may upgrade the equipment
supplied, at their own expense, within the options made available to
them by the supplier. The supplier can only offer alternative products
which have the same or a better level of warranty coverage. It is the
responsibility of the supplier to ensure that the suggested alternative
product will not compromise the original intent if they have agreed
to the upgrade without reference back to the student’s assessor.
If the supplier suspects the alternative product may jeopardise the
system’s reliability or original purpose the matter should be
referred back to the assessor for a final decision.
The student must discuss such variations with the supplier before or
within 48 hours of the supplier confirming the order to the student,
to minimise delay and extra work.
Given the rate at which IT products are revised or updated, with older
versions rapidly becoming unavailable, the supplier will liaise with
component manufacturers, as they see fit, to supply items equivalent
to those specified by the assessment to suit the student’s direct
need. The supplier retains the right to vary the system specification
where this does not change the system’s functionality reflected
in the assessment. Significant changes and cost differences should
be referred to the funding body.
Dealing with Breakdowns:
The supplier should be able to offer a phone Help Desk, basically free
to the student with dedicated staff dealing with enquiries for at least
9 hours including 9-5 Monday to Friday. If calls are not freephone
the supplier will phone students back before they incur significant
costs. Any support outside these hours should be publicised. The Help
Desk will be primarily for hardware support with limited software support
(within the constraints of software licences). Some suppliers will
offer more comprehensive software support for the specified items of
software. This need not include, for example, non-essential software
that happens to be bundled with items of hardware.
The supplier’s Help Desk support will endeavour to resolve problems
and the engineers will decide if hardware can be repaired on site or
request that the system be returned to them. The collection and return
will be arranged by the supplier with due consideration given to the
convenience of the student. The cost of the collection and return of
the equipment will be included in the warranty cost.
The supplier will provide sufficient facilities to carry out repairs
to their equipment on site or, should the occasion arise, return to
base with a turn round facility of five working days in most circumstances.
As soon as it appears likely that the computer will be away for more
than 7 working days, the supplier will offer a loan machine. The supplier
will ensure that the loan machine runs substantially all the software
that was initially supplied with the equipment, and install this. The
supplier will use reasonable endeavours to recover data from the hard
disk.
The supplier will have the remit to repair both warranty issues only.
Should an item have a fault not covered by the warranty (such as accidental
damage) the supplier must contact the Student Support section of the
funding body for them to either agree to the cost of the repair or
suggest that the Student bears the cost, claiming the cost from their
insurance policy. The supplier should also liaise with the student’s
Disability Officer if necessary. In such situations the supplier must
provide, free of charge, a fault report for the student to use in any
claim they make.
Procedures for dealing with the pre-delivery process:
On receipt of completed paperwork from the LEA, the student will receive
a letter to confirm the order. This will contain their reference details
to allow them to enquire as to the progress of their order. It will
also contain details of provisional delivery arrangements, and their
responsibilities in the case of alterations to the order, and confirm
delivery address and method of payment. Suppliers cannot be responsible
for delays caused by the failure of the student to complete essential
documentation, e.g. VAT exemption forms or delivery details.
Delays may occur through circumstances beyond the supplier’s
control (Fuel Shortage Crisis, Sub-Contractors Industrial Problems,
non availability of items etc). In these circumstances alternative
arrangements will be sought, but the student will be kept informed
of progress by the supplier. Where the delay is expected to be more
than 28 days the supplier will notify the student and suggest alternatives
for discussion with assessor and LEA.
In cases where payment is being made directly by the funding body the
system should normally be ready so that delivery including on site
setup can be completed within 14 working days of receipt of the order.
Suppliers should publish the timescales associated with the different
aspects or stages of their delivery. These may be adversely affected
by any of the following variations in the above process:
1. Students who wish to have additions/alterations to the specification;
2. Funding bodies make payments, but Students are responsible for placing
the order;
3. Students are responsible for Payment and Order.
LEAs written orders should make clear:
1. Exactly what is being ordered;
2. How to contact the student;
3. How payment will take place.
Course-Long Warranties/Maintenance:
In addition to the first 12 months standard manufacturer’s warranty,
in line with the Sale of Goods Act, the supplier should offer a comprehensive
computer and peripheral warranty for the duration of the course. The
supplier is primarily responsible for the operation of the warranty
i.e. students will normally only be referred to third parties to arrange
pick-up and delivery. Warranties are subject to a 4 year maximum.
The warranty will include on-site or return to base repair by a recognised
national carrier, fully insured. After repair the equipment will be
returned to the student. Where appropriate, re-installation will be
provided.
The student should be provided with a warranty document giving details
of the equipment covered, the level of the cover, the start and finishing
date of the warranty. In addition this document should contain instructions
to the user with regard to what to do if the equipment is faulty. The
document should be written in a clear and concise manner.
Course-long support:
For the duration of the course the supplier will support the student’s
IT needs for the relevant equipment supplied by them. After four years
the supplier may charge extra, as agreed with the LEA. However should
the student terminate the course of their own volition, or be asked
to leave prior to the end of the course, the supplier will be notified
if possible and will then only have the normal liabilities to a consumer
rather than those which are specific to the DSA-SLA.
Provision of initial set-up and configuration:
Suppliers should offer a basic set-up service. This will comprise,
checking the correct equipment has been delivered, unpacking, setting
up and an introduction to using the computer (check peripheral operation
and show how to start and close down). This will normally be about
one hour maximum and doesn’t cover training.
If further training is required, this will be delivered under a separately
costed arrangement and in collaboration with any alternative IT training
which may be available via the Assessment Centre or the student’s
university.
Complaints:
These will be handled in a professional non-confrontational manner.
In the event of an impasse being reached between the supplier and the
student concerned the matter will be referred back to the Disability
Officer or Assessor or their Assessment Centre.
If that fails to resolve the problem then, and only then, will the
matter be referred to the funding body, who together with the Disability
Officer or Assessor, will make the final decision.
Price:
Suppliers will charge competitive prices that reflect both general
market prices and the specific levels of support and provision covered
by this service level agreement. Some DSA-SLA suppliers will publish
prices whether on the web or by mailshot. Funders must monitor that
individual orders are competitively priced.
Internet Provision:
The Internet Service Provider or ISP, and not the computer supplier
is responsible for supporting their Internet service. Neither will
the computer supplier be responsible for any interference or damage
caused by loading other service providers’ CD information on
to the machine.
Accounting standards:
The computer supplier will make a proper accounting provision for the
cost of supporting the warranty in the years after delivery. The supplier
will on request from the SLA auditors ask their financial auditors
(or accountants if the supplier does not have a formal audit) to provide
a letter confirming that such provision has been made, and that the
company is in reasonably sound financial health. A suggested format
for such a letter is in Appendix B.
Web Site: The supplier will maintain a web site or web pages for the
benefit of DSA stakeholders. This will at least:
1. Contain a current price list of the more common items of assistive
technology as used on equipment quotes;
2. Be formatted in an accessible manner, conforming to the requirements
of the W3C Web Accessibility Initiative Content Accessibility Guidelines;
Customer Feedback:
Suppliers will give to all customers feedback forms using at least
the questions on the two sample forms at Appendix C and D. These are
for use by the DSA-SLA auditors as well as their own use and will be
in other languages (eg Welsh) and other formats (eg electronic text,
Braille etc) on reasonable request. |
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