wondering if someone can help me with this.
We are supporting a school where they pay the LA for the licence and annual maintenance. They donít want to deal with the LA and not taking out and paying the cost of the full package, but because of history and not the full package the LA are not releasing the updates or doing the upgrades and patches. When contacted to do it, they say they will charge.
So my question is, I thought (maybe wrong) that the LA was under obligation to do the upgrades and maintain the core package and statutory returns as parts of annual maintenance charge?
Is there some kind of document someone has saying what the duty of capita and LA when it comes to this situation.
I know Phil Neal might read this.
I know there is confidentiality agreements in place between capita and the LA but surely there must be an answer, Iím trying to keep the LA and School unidentified.
I know if was to contact capita direct they would say go through the LA and the LA are saying they are going to charge.
Our LA provides/is supposed to provide a detailed document dealing with what is covered by any agreements we have in place with them. Someone in your school office should be able to lay their hands on the equivalent for you.
Min for an LA is to authorise the release via solus and tell you to apply it. Assuming your paying the annual maintenance, which is required for the school to produce the school census etc. It's gonna be an extra if they apply it. They may not authorise it straight away too if they need to test it and gear up for any new features, such the new sims homepage that came in a while a go now, dispite what Capita might say "free" features aren't free. There is always a cost, such as upping the ram or giving a bit of training.
If the LA owns the licence they can decide who supports the school. If a school is unhappy with its LA, it is always possible for a school to have a direct relationship with Capita.
To do that won't they need to buy their own license, because doesn't the LA get some sort of discount from Capita by providing the first line of support?
Who is best to contact about getting pricing for direct support?
I would consider resolving the issues with the LA, as Capita will squeeze you for the license transfer. in any case you can contact Capita Helpdesk on 01234 832020 , ask for sales, different regions have different account managers.