glow community rules and contract position delina cowell, project manager,...

GLOW Community Rules and Contract Position

Delina Cowell, Project Manager,Delina.Cowell@scotland.gsi.gov.uk

Glow Community Rules• Designed to promote safe & positive

use of Glow amongst all users.• Developed in conjunction with local

authority Glow Key Contacts, TOAG and Scottish Stakeholder Group on Child Internet Safety.

• Based on recognised best practice around child internet safety.

• Provide learners with advice about responding to concerns.

ADDITIONAL INFORMATION FOR EDUCATORS• Provides educators with supplementary advice on how to support

learners using Glow.

• Sets out additional conditions for educators using Glow, for example:– Always be careful when accessing Glow in a public space.– Never use Glow to make contact with learners unless it is part of your job.– Never use Glow to promote commercial ventures.• Provides guidance on what information is and

is not suitable for inclusion on Glow, making clear that no sensitive information should be stored or shared.

Can be viewed at: http://connect.glowscotland.org.uk/community-rules/

GLOW SERVICE CONTRACT POSITION

MEMORANDUM OF UNDERSTANDING (MoU)

&DATA AGREEMENTS

MOU• Is an operating agreement between the

Service Provider and the Customer

• Sets out the roles and responsibilities of the Service Provider and the Customer

• Sets out how the Glow Service is being provided

DATA AGREEMENTS• Two Agreements. One with the Scottish

Government and one with RM

• The Agreements are necessary to comply with obligations imposed by Article 17 of the Data Protection Directive 95/46/EC

• Sets out the obligations of the Data Owner and the Data Processor

Glow Service Support

Graham Swinney, Service Manager

gw14swinneygraham@glow.gov.ukgraham.swinney@scotland.gsi.gov.uk

Glow Support Model• Two main areas of support are available– Community Support E.g. Newsfeeds; Blogs ; Wiki’s– Formal Support via suppliers for serious issues

• A range of suppliers are involved

Glow Support Model• Community support has no SLA and is used for

non-urgent help• Supplier support has formal SLA’s in place – Eg Serious 4 hours; Moderate 2 days; Low 3 days

• Availability targets in place (99.5%) • Supplier performance is monitored and

reviewed on a monthly basis

Glow Service Desk• RM operate the first line service desk• RM deal with their areas and pass on other calls to

the appropriate supplier• Support provided throughout year excepting Scottish

public holidays• End users cannot contact RM directly– Only named users can contact RM– We need a contact name + deputy

• Incidents can be raised by phone, email or portal– 0845 130 2213 glowsupport@rm.com

Glow Service Releases• Updates and improvements are on-going

– e.g. this month Unify release; Blogs phase 2; WikiSpaces go-live• Some improvements are funded by Scottish Government

– Eg contractual functional requirements or one off pieces of work

• Some improvements are part of ‘evergreen’ Cloud services or supplier led improvements– Eg Office 365 and SharePoint; Unify

• Improvements to community support to be delivered this term

Thanks

Questions?