Education Support Centre (ESC) Agreement

• 1. Agreement Details
  • 1.1 Product Full Name
  • 1.2 Product Owner/Supplier
  • 1.3 Agreement Period
• 2. Eligible Sites
• 3. Background Detail/Community Evaluation
• 4. Products Covered
• 5. Product Description
• 6. Location and Use Permissions
• 7. Platforms
• 8. Institution Evaluation Copy/Exhibition Licence
• 9. Licence Type
• 10. Personal Licences
• 11. Post Termination of Agreement Period
• 12. Service Documentation
• 13. Right to Copy Documentation
• 14. Training and Training Materials
• 15. Service Development
• 16. Access to Service
• 17. Pricing
• 18. Payment Terms
• 19. Method of Delivery of Product
• 20. WWW Addresses
• 21. How to Order

1. Agreement Details

1.1 Product full name

Education Support Centre Services (ESC Services)

1.2 Product owner/supplier

Education Support Centre UK Ltd (ESC)
Nottingham Trent University
Burton Street
Nottingham
NG1 4BU



1.3 Agreement Period

This is a 3 year Agreement commencing 1 January 2009 and terminating 31 December 2011. Institutions may elect to participate in the Agreement and purchase a licence at any time. However, they will be bound by the terms and conditions of the Agreement, including payments, until the end of the period of their Licence, which is 31 December 2011.

The Agreement to which this refers is a formal agreement between Eduserv and Education Support Centre UK Ltd (ESC).

2. Eligible Sites

This Agreement is open to institutions of Higher and Further Education and Research Councils in the United Kingdom and to Third Level Colleges in the Republic of Ireland.  It is also open to all Associate sites and SURF sites in the Netherlands. 

3. Background Detail/Community Evaluation

Eduserv entered into negotiations for ESC Services as a result of requests from the community.  This is the second agreement with the ESC through Eduserv.

4. Products Covered

The Agreement covers Education Support Centre Services. Please see "5." below (Product Description).

ESC's website is at www.escuk.net where a full description of what ESC has to offer can be found. The website includes, among other things, case studies and customer references.

5. Product Description

5.1: ESC Services

Sites signing up to this Agreement have a choice between purchasing a three-year Agreement or just a 12 call-pack and the full ESC Support product.

Full ESC Support Product: price and number of site contacts is based on staff FTE count at the institution. Sites have an unlimited number of support incidents per annum.
12 Incident Pack: this product is priced the same for all institutions. Sites can name 2 site contacts. Sites have a limit of 12 support incidents per annum. An incident is a problem that cannot be broken down into subordinate problems. For a request with subordinate problems, each problem is considered a separate incident, and therefore must be submitted as a separate support request.

Both of these products comprise and are limited to the following:
Technical support for English language versions of software produced by Microsoft Ltd and available under the Microsoft Select and Campus Agreements. This includes help services, fault diagnosis and, where possible, recommendations for correction (subject to the limitations imposed by contractual restrictions of Microsoft Ltd), following the reporting of any request for assistance from a Licensed Site by telephone or e-mail by a contact named on that Licensed Site's Schedule 4 Licence Form to the ESC.

The ESC will ask the contact to assign a priority to the call according to the following list:

• High impact - severity B - the ESC will offer an initial response within 2 hours
• Standard - severity C - the ESC will offer an initial response within 4 hours
• General enquiry - severity D - the ESC will offer an initial response within 8 hours

These services will be provided by ESC or a third party service provider, (including Microsoft Ltd) approved by ESC who ESC may use from time to time to deliver services to the customer, acting on behalf of ESC. At the discretion of the ESC technical support may be escalated on behalf of the customer to Microsoft Ltd at no extra cost to the customer, in which case this will be in accordance with the Microsoft Master Service Agreement for Premier Support (copy available on request to ESC).

Each Licensee shall be allowed a specified number of Named Contacts who are permitted to contact ESC for support:

• 12 Call Pack = 2 Named Contacts
• Staff FTE Count of less than 500 = 2 Named Contacts
• Staff FTE Count of between 500 and 1499 = 3 Named Contacts
• Staff FTE Count of 1500 and over = 4 Named Contacts.

Licensees may purchase Additional Named Contacts. For each Additional Named Contact added to a Licence the Licensee shall pay to Eduserv an additional fee. For Named Contacts that are added partway through a year, the fee shall be prorated according to the month in which the additional Named Contact is added. To add Additional Named Contacts, return a completed Modification form and a purchase order to Eduserv.Contact Eduserv (help@eduserv.org.uk) for any additional details. Additional Named Contacts added to a Licence can be removed at any time but no refunds will be given. Any reduction in payments due as a result of Additional Named Contacts being removed from a Licence will take effect at the next annual payment.

5.2: Service Exclusions

The ESC will not be obliged to support the customer under the following circumstances:

• Requests for services for which the customer does not hold a licence with Microsoft Ltd for the use of the software for which support is requested
• Requests for services for software products for which Microsoft Ltd has withdrawn support, save that the ESC will make a best efforts endeavour to provide help where it can
• Requests for support on behalf of a third party
• Requests which the ESC deems are the liability of customer's own in-house technical support staff
• Late or non-payment of an invoice from the ESC to the customer

5.3: Additional Services Provided

Any additional services provided will be by negotiation between each Licensed Site and ESC. Any additional fees due will be billable by ESC directly to the Licensed Site concerned.

5.4: Cover

All services will be performed within the Licensor's normal working hours of 8.00 am to 6.00 pm, Monday to Friday, excluding UK public holidays and the Nottingham Trent University closure days as detailed on ESC's web site. Out of hours service can be provided by arrangement and will be charged for at the Licensor's then current UK extended cover rates.

6. Location and Use Permissions

ESC will accept requests for support only from contacts named on the requestor Licensed Site's Schedule 4 Licence Form as supplied to the ESC, or from named contacts added subsequently for which a fee has been paid.

7. Platforms

Technical support for English language versions of software produced by Microsoft Ltd and available under the Microsoft Select or Campus Agreements.

8. Institution Evaluation Copy/Exhibition Licence

No evaluation is available.

9. Licence Type

Please note that as this Agreement relates to a Service rather than a Data or Software Product these Special General Chest Terms and Conditions have been drawn up and are specific to this Agreement only.

10. Personal Licences

Personal licences are not available under this Agreement.

11. Post Termination of Agreement Period

The ESC Service is purchased for the term of the Agreement and the Licensed Site's Licence, which co-terminate on 31 December 2011.

Once the Agreement has terminated then no further access to the ESC Service will be possible unless the Agreement is renewed or extended. If the Agreement is renewed or extended then new conditions may apply. If the Agreement is not renewed then further access to ESC Services is a matter between Institutions and ESC.

12. Service Documentation

No documentation is provided.

13. Right to Copy Documentation

No documentation is provided.

14. Training and Training Materials

It is not anticipated that training of Named Contacts at Licensed Sites will be necessary. No training materials are provided.

15. Service Development

ESC endeavours to maintain the highest possible Service standards at all times, and to enhance and develop the Service in line with the needs of its user community.

ESC's website can be found at www.escuk.net

16. Access to Service

All services will be performed within the Licensor's normal working hours of 8.00 am to 6.00 pm, Monday to Friday, excluding UK public holidays and the Nottingham Trent University closure days as detailed on ESC's web site. Out of hours service can be provided by arrangement and will be charged for at the Licensor's then current UK extended cover rates. ESC Services can be contacted at:

Phone: 0870 012 0122

Email: info@escuk.net

Address: Education Support Centre UK Ltd, Nottingham Trent University, Burton Street, Nottingham, NG1 4BU  

17. Pricing

Each Licensed Site will pay to Eduserv the appropriate fee selected from the following table each year

Year	10% Discount - under 30 sites participate				15% Discount -- if 30 or more site participants
	12 Incident Package	Full ESC Support			12 Incident Package	Full ESC Support
	All Sites	Small	Medium	Large	All Sites	Small	Medium	Large
2009	£2,699	£3,285	£4,095	£4,905
2010	£3,059	£3,591	£4,491	£5,391	£2,889	£3,392	£4,242	£5,092
2011	£3,419	£3,951	£4,941	£5,931	£3,229	£3,732	£4,667	£5,602
Staff FTE counts are defined by the Higher Education Statistics Agency.
SMALL	Staff FTE count of 1 - 499
MEDIUM	Staff FTE count of 500 - 1,499
LARGE	Staff FTE count of 1,500 +

 

18. Payment Terms

Eduserv will invoice a Licensed Site for the Year 1 fee on receipt of a completed licence form (Schedule 4) from that Site. The amount payable shall be prorated according to the month in which the licence starts. However, the prorating calculation is not as straightforward as it seems, and Sites should contact the Helpdesk - help@eduserv.org.uk - for a quote.

Eduserv will invoice each Licensed Site for the fee for Year 2 on 1 October 2009 and the fee for Year 3 on 1 October 2010.

If a Licensed Site chooses to add additional contacts to its licence then an additional annual payment will be due to Eduserv Chest per contact per annum. For full pricing details on the additional cost for extra contacts, please contact Eduserv Help help@eduserv.org.uk .  Additional contacts added to a licence can be removed at any time but no refunds will be given. Any reduction in payments due as a result of additional contacts being removed from a licence will take effect from the next annual payment.

19. Method of Delivery of Product

Requests for assistance may be made from from a Licensed Site by telephone or e-mail by a contact named on that Licensed Site's Schedule 4 Licence Form.

20. WWW Addresses

• Supplier homepage: www.escuk.net

21. How to Order

Complete 1 copy of the licence form (Schedule 4) and return it with an Institution Purchase Order made out to Eduserv to:

Eduserv
Royal Mead
Railway Place
Bath
BA1 1SR

To purchase Additional contacts please complete and return the Modification Form and a Purchase Order to Eduserv.

Last updated 14 October 2009