Disabled Students' Allowances Suppliers' Service Level Agreement

1 Introduction:

All suppliers on the Disabled Students' Allowances (DSA) Service Level Agreement are expected to demonstrate good practice in four particular areas as follows:

1.1 Client-focused Service:

• awareness of the differing needs of disabled students;
• awareness of the range of enabling technology required to address those needs;
• awareness of the need for clear documentation and making documentation available in multiple and accessible formats;
• an ability and track record of contributing to ensure students have access to the widest range of products;
• a thorough knowledge and understanding of the compatibility of Assistive Technologies;
• a commitment to staff development in the area of disability and new technologies;
• knowledge of the DDA and how it may impact on suppliers as goods and service providers; and
• an ability to deal sensitively with complaints from clients.

1.2 Education/Assessment Centre-Focused 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 disabled students; and
• an ability to offer relevant and up-to-date technical advice.

1.3 LEA-Focused Service:

• an ability to supply 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.

1.4 Independent Service:

• impartiality from Assessment Centres and any other vested interests

2 The Range of Application:

This Service Level Agreement is intended to apply to equipment supplied under Disabled Students' Allowances (DSA), which are managed by local education authorities (LEAs) in England and Wales, or the Open University (OU).

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 condition or impairment.

3 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.

4 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 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.

Suppliers should ensure that students are aware that they must discuss any 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, on a regular basis, 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. Where more than four weeks has elapsed since the recommendations were made, the supplier should supply the equipment at the current prices, rather than those quoted in the assessment.

When the supplier has supplied and set up the equipment they should provide evidence of this, countersigned by the student, to the LEA together with the invoice where requested.

5 Procedures for dealing with the pre-delivery process:

On receipt of the order, the student will be sent confirmation of the order in a format that is accessible to them, such as email if appropriate, within three working days. This will contain;

• reference details to allow students to enquire as to the progress of their order;
• details of provisional delivery arrangements;
• student responsibilities, such as alterations to the order, the requirement to have appropriate insurance and the requirement to ensure the supplier is informed of changes of personal details; and
• confirm the delivery address and method of payment.

Suppliers should have the facility to accept provisional orders which will not be despatched until the funding body has confirmed that payment will be made.

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 supplier will keep the student informed of progress. 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 set up 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 from the time the order has been received. These timescales may be adversely affected by any of the following variations in the above process:

• Students who wish to have additions/alterations to the specification;
• Students who delay completing essential documentation, e.g. VAT exemption forms or delivery details.

6 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.

This will be done within 14 working days of order confirmation subject to the availability of the student.

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.

7 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 and return to base repair. Equipment not collected directly by the supplier must be transported by a recognised national carrier and be 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. The document will have 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 end date of the warranty will normally be the end of the month in which the student is expected to complete their course. The document should be written in a clear and concise manner, and be available in multiple formats. If the student extends their course there should be an option to apply for an additional warranty to cover this period at a reasonable cost.

8 Dealing with Equipment Breakdowns:

The supplier should be able to offer a phone Help Desk, free to the student with dedicated staff dealing with enquiries at least between 9-5 Monday to Friday. Any support outside these hours should be publicised. If calls are not freephone the supplier will phone students back before they incur significant costs. The Help Desk will be primarily for hardware support with comprehensive software support for the specified items of software (within the constraints of software licences).

The supplier's Help Desk support will endeavour to resolve problems and the engineers will decide if hardware can be repaired on site or, where this is impossible, request that the system be returned to them. The collection will be arranged by the supplier within 3 working days 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 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. Unless Suppliers provides course-long insurance, they should ensure that students are aware that it is the students' responsibility to adequately insure their equipment by stating this in their warranty document. The supplier should also liaise with the student's Disability Officer if necessary. In all appropriate situations the supplier must provide, free of charge, a fault report for the student to use in any claim they make.

9 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 the supplier will then only have the normal liabilities to a consumer rather than those which are specific to the DSA-SLA. The student must be notified if their warranty has ceased before the original end date.

10 Complaints:

All suppliers will have a complaints procedure. This procedure will be made available in alternative formats (as appropriate/needed). This should outline timescales for response.

All complaints will be handled in a professional, non-confrontational manner and in accordance with their procedures. Depending on the nature of the complaint, 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 assessor, will make the final decision.

11 Data Protection:

Suppliers will maintain client records containing only sufficient relevant information to ensure that they can access the data needed to meet their liabilities relating to the support of the student. This information should include contact details, warranty dates and any history relating to technical support. It should also detail complaints made by any stakeholder about the support offered by the supplier, and the resolution thereof.

Student data must not be transferred or sold to third parties for marketing purposes. Suppliers will give the student the opportunity to opt out of any marketing communication system.

All data held must be in compliance with the Data Protection Act.

12 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. All DSA-SLA suppliers must publish prices on the supplier website.

13 Internet Provision:

The Internet Service Provider (ISP), and not the computer supplier is responsible for supporting the student's Internet service. The computer supplier will also not be responsible for any interference or damage caused by loading other ISP CD information on to the machine.

14 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 A.

15 Web Site:

The supplier will maintain a website or web pages for the benefit of DSA stakeholders. This will at least:

• contain a current price list of the more common items of Assistive Technology as used on equipment quotes;
• be formatted in an accessible manner, conforming to the requirements of the W3C Web Accessibility Initiative (http://www.w3.org/WAI/) Content Accessibility Guidelines;

16 Customer Feedback:

Suppliers will give all customers feedback forms using at least the questions on the two sample forms at Appendix B and C. These are for use by the DSA-SLA auditors as well as their own use and will be in other languages (e.g. Welsh) and other formats (e.g. electronic text, Braille etc) on reasonable request.

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