Services Description

GPSoC Service Name / Connectivity Maintenance
GPSoC Service ID / EMCONM2
Functionality/Service Overview / The Connectivity maintenance support service features unrivalled support for the practices with a Local Server (non-clinical) for example, DDS (Document Distribution Server) or Spokeserver (a locally based server used as a software patch repository). The service is aimed at organisations that are benefiting from a server that has an internal tape backup device
  • Unlimited telephone support and engineer call-outs (relating to the practices local server)
  • 4 hour on-site engineering response
  • Restoration and support of the Local server that connects to the Enterprise or Hosted system
  • Remote and on-site support for the Local server
  • Loan equipment available
  • AV Patch monitoring – where purchased from EMIS
  • Remote monitoring, early warning and fix via WSUS, SNMP and AD
  • User administration – where required
  • Replacement parts
  • Remote and on-site backup support

Support / Standard Service Performance & Support:
Service Metrics
Severity Level / Initial Response Time & initial diagnosis / Resolution (where remote resolution is possible) / Response (on-site) / Resolution (on-site –excluding data recovery) / Contract Remedies
Critical / 1 Working Hour / 2 Working Hours / 4 Standard Maintenance Hours / 8 Standard Maintenance Hours / Available
High / 1 Working Hour / 4 Working Hours / 8 Standard Maintenance Hours / 8 Standard Maintenance Hours / Unavailable
Medium / 1 Working Hour / 8 Working Hours / 16 Standard Maintenance Hours / 8 Standard Maintenance Hours / Unavailable
Low / 1 Working Hour / 16 Working Hours / 5 working days / 8 Standard Maintenance Hours / Unavailable
Support arrangements
Service Desk
The Service Desk provides a comprehensive portfolio of services, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the client. Each Incident is given a unique identifier (ECR number) and any actions are recorded real-time into the ECR and stored in the EMIS Customer Database (CDB).
All difficulties relating to your Local Server should be reported to the Service Desk. Initial diagnosis by the Service Desk will determine the nature of the reported Incident, anticipated Response times will be dependent upon the severity level of the reported Incident as outlined in the Service Level Matrix (for example, our response to a System Down would be 4 hours on-site).
Telephone Support
Available 24/7/365 the Service Desk is a department dedicated to resolving the technical issues of our Customers. All the staff are technically skilled and trained in customer service so they are able to deal with calls direct from the customer. This team can be contacted in one of four ways:
  • Telephone the Service Desk Help Line at any time. Calls may be monitored for training purposes.
  • Fax the Incident through to the Service Desk using the dedicated fax number; this should not be used for urgent faults.
  • Email the Incident to
  • You can log the Incident via the online ECRtracker available on
Connectivity Support
The Service Desk provides telephone support for the connection of the current Local Server to the Network and the EMIS Clinical Software (where applicable) this includes fault diagnosis and initial configuration.
User administration
The Service Desk configures, on request, controlled access to shared network resources and provides full support for user profiles on the Local Server. The Service Desk will, where appropriate, take ownership of all user account management services. This includes the creation of new user accounts, the amendment of user account details, the removal of redundant accounts and fault diagnosis.
Windows Software Update Services (WSUS)
Microsoft Windows Servers are “self healing” operating systems. Patches are released the second Tuesday of each month to correct security vulnerabilities. EMIS ensures compatibility of these patches with all our supported solutions by testing all Microsoft patches, critical updates and service packs to be distributed via WSUS in a controlled environment and then hosting an approved list of updates on a dedicated WSUS server which the customers Local Server is configured to update from.
Simple Network Management Protocol (SNMP)
EMIS provides pro-active monitoring via Microsoft ® SNMP service for your Local Server. This is used to monitor devices for conditions that warrant administrative attention. This includes, but is not limited to:
  • Hard Disk problems
  • Anti-Virus Alerts
  • Server Security Alerts
  • Low Disk Space Alerts
This system enables Service Desk to receive early warning of problems and locate and correct errors on your Local Server before they become serious. The alerts are monitored and actioned by the Service Desk often without any Customer intervention. Where errors cannot be resolved remotely, Network Consultant visits are arranged so that the appropriate remedial action can be performed.
EMIS Silent Patch (EMIS practices only)
To complement the above, EMIS utilises a bespoke transport mechanism to distribute and install any patches not covered by WSUS. This software is used for the distribution of third party products, non-critical Microsoft patches and other infrastructure software.
Along with the update facilities this software provides, we will also be able to install an inventory tool that will allow us to record computer hardware details such as hard drive size, amount of RAM, Windows version and more. This in turn allows the Service Desk and Administration departments to offer a more complete and quicker service.
Service Advisories
Through a combination of ESP and WSUS, EMIS proactively monitors and installs any service advisories released by computer hardware vendors to maximize the functionality of your Local Server. These advisories may include driver updates, configuration changes and other recommendations to aid in the longevity of the server.
Backup Support
The Service Desk will provide diagnostic and repair services for the Local Server, providing it has a remote connection. EMIS clinical systems are designed to backup daily the clinical data, including attachments and word documents, to the internal tape drive on the surgeries clinical server.
EMIS Backup Solution (excludes Symantec Backup Exec licence fee)
EMIS backup uses either Symantec Backup Exec (encrypted solution) or NetBackup (non-encrypted solution). This can be installed remotely by the Clinical Backup and Data Security Team or can be installed by an EMIS Engineer on site. The backup log file is then integrated into the clinical system and reports to the customer the success or otherwise of the previous night’s backup.
Using the EMIS backup solution
EMIS recommend the use of the EMIS backup solution, for the following reasons:
  • EMIS will fully configure your system to perform a nightly backup.
  • EMIS will configure your system to report on the status of the nightly backup.
  • Any backup failures will be reported automatically directly back to EMIS.
  • EMIS can provide an encrypted backup which can include a regular tape validation service.
  • EMIS can provide a temporary encrypted network backup in the event of a hardware/software failure.
Configuration of the EMIS backup
All configuration of currently supported backup solution software, Operating Systems and related EMIS System configuration is carried out remotely where appropriate. In order to provide effective support your backup solution needs to be able to provide OIDs (Object Identifiers) through SNMP reporting.
Monitoring of the EMIS backup
Where connectivity allows the Service Desk provides remote diagnostic services using backup device manufacturer approved tools to interrogate backup hardware and analyse cause of failure following reported backup failures. In the case of hardware failure replacement parts and a Network Consultant is requested to carry out repairs. Remotely instigated test backups will be carried out as required during diagnosis and, if required, a network backup to a suitable device within the Customer’s Location will be configured until such time as a tape backup is functioning again.
Restoration of the EMIS backup
In the event a Customer experiences recurrent backup failures, the Backup Support team employs a ‘Continuity of Support’ protocol. This process facilitates investigations into such recurrent backup failures by allowing one Support Consultant to take ownership of a Customer’s issue, thereby maintaining a focused approach to the status of the issue, and a clear Customer / support link.
On-Site Fault Repair
Available Monday to Friday 0900 – 1700
Complete parts and labour cover is provided for repair of the Local Server and UPS covered by this Specification
All our Network Consultants are trained internally and by manufacturers this means that they are able to process warranty repairs with no additional charge to the customer, and because all Network Consultants are employed directly by EMIS we ensure they have the skills to perform any application or data reconfiguration. To the customer this means that all the work required is performed by one person from one organisation.
As part of the deployment process, the Network Consultant is made aware of the issues at the Customer premises before his arrival. Upon arrival the Network Consultant will introduce themselves, explain what they will be doing, the effect on Customer, and negotiate room access. Once the work has been completed the Network Consultant clears the call verbally with Head Office, arrange for additional work to be completed if required via head office and produce a detailed report which is saved centrally at EMIS. The Customer will then receive a follow-up call from the Service Desk to agree closure of the Incident.
The service is not intended to be used as an upgrade path for old equipment, and if deemed Beyond Economic Repair by EMIS, EMIS will at its discretion replace the item with one of similar specification. EMIS has Network Consultants based around the UK, as deemed necessary by EMIS a Network Consultant will be deployed to visit a client in order to rectify any outstanding issue. Our logistical services department will provide the replacement parts where required, these will be either sent direct from our own extensive stock or direct from an approved supplier.
EMIS will provide on-site service, remote telephone support and fault diagnosis, unit exchange or return to workshop repair facilities, as it considers appropriate.
In the event of a failure of maintained hardware a full repair will constitute:
  • Replacement of any defective hardware using replacement parts that are new or of equivalent to new performance. Replaced parts will become the property of EMIS.
  • Reloading of the Operating System.
  • Reloading of the Standard Applications.
  • Re-establishment of the Network Connection.
Where the Local Server has not been supplied by EMIS parts will be replaced without additional charge for Local Servers that are covered by an appropriate manufacturer’s warranty, if this is not the case, EMIS reserve the right to charge for any parts used to facilitate a full repair.
Where the Local Server has been configured as a virtual server by a third party, EMIS will make every reasonable endeavour to work with that third party to facilitate a full repair.
Loan Equipment
In the unlikely event our Network Consultants cannot repair the equipment on site, Loan Equipment of similar specification or higher, may be provided subject to availability as an interim measure.
Availability Standard: / Telephone Support
24/7/365
On-site Support
0900 - 1700 Monday to Friday. Excludes Public Holidays
Incident Fix Times Standard: / Please see above table in Standard Service Performance & Support
Helpdesk Standard: / 24/7/365
Dependencies / Infrastructure dependencies – The practice must have a local server

Pricing Information

Pricing Approach / Standard Price (£’s)
£900.00 per device per annum / Unit Price (£’s);
Where alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).
Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution) / Price of Variant Service
Service Variant description 1:
Connectivity Maintenance Premium
As per Connectivity Maintenance but with the addition of Remote and on-site support for all desktop devices.
Remote and on-site support for all desktop devices (Local server, PC, Printers, M/S updates, scanners, laptops, PDAs)
Restoration of PCs to Point of Sale (i.e. inclusive of clinical application)
Unit exchanges for Beyond Economical Repair (like for like)
Replacement Parts
Loan equipment available / Unit Price (£’s);
Practices with 20 or less PC Client Devices £1,200.00 per year
Practices with 21–50 PC Client Devices £1,600.00per year
Practices with 50+ PC Client Devices £1,900.00 per year
Unit of charge (e.g. per practice, per device, per patient etc.);
Per practice
Time period (e.g.one-off charge, per month, per quarter, per annum etc.
Per annum
Service Variant description 2:
Not Applicable / Unit Price (£’s);
Unit of charge (e.g. per practice, per device, per patient etc.);
Time period (e.g.one-off charge, per month, per quarter, per annum etc.)
Service Variant description 3:
Not Applicable / Unit Price (£’s);
Unit of charge (e.g. per practice, per device, per patient etc.);
Time period (e.g.one-off charge, per month, per quarter, per annum etc.)
Integrations with Principal Clinical System Providers / Where there is a current or proposed integration with a Principal Clinical System Provider, details should be provided of any price differences that apply for:
Compliant / non-compliant Lot 1 integrations or variations; and
Price Variations that are dependent on the identity of the Principal Clinical System Provider
Not Applicable
Invoicing Terms / Invoice frequency (e.g. monthly, quarterly, annually)
Quarterly in arrears
Invoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)in advance
In arrears
Other invoicing terms:
Not Applicable
Payment Terms / Due date for payment (e.g. 30 days after receipt of invoice)
30 days after invoice
Details of any early payment discounts
Not Applicable
Any other payment terms
Not Applicable
Discounts / Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band
Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination
Not Applicable
Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector
Not Applicable
Dependencies / Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practice, other supplier) relating to the provision of the product or service
Infrastructure dependencies (networks, hardware, software etc.)
Service dependencies – None
Local Personnel dependencies – None
Related Products or Services / Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;
Related products or services that can be provided at a lower price consequent to this product or service being in place Not Applicable
Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently Not Applicable
Resource Based Pricing / Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)
Not Applicable
Other pricing information / Deployment arrangements: costs, duration and activities associated with the deployment of this product or service
Not Applicable
Other
  • For customers that are currently receiving the service provided by this Catalogue Item then EMIS will offer the service at their current annual charges where these are less than the Guaranteed Maximum.
  • By mutual agreement between the customer and the supplier, to aid the transition of existing services and the administrative convenience for new orders, this product or service can be invoiced and paid either annually or quarterly in advance by inserting a special term in the Order.