Return to Dutchess BOCES homepage

Learning Technology Services

Learning Technology Services are available to any of our component school districts:

Management Team:

CoSer 519 affords school districts the means to offer a highly effective instructional program while simultaneously achieving total infusion and integration of technology throughout their educational environment. A focal point for this service is a common set of learning standards which all participating districts agree to adopt and assess. All technology, including computer hardware, software and courseware purchased through this service, will support the successful implementation of the New York State Learning Standards.

State Education guidelines require that all school districts participating in LT must also belong to the Model Schools Program. School districts that participate in the Wide Area Network and Internet services must adhere to the provisions of the Internet Use Framework [IUF]. A statement signed by the school superintendent indicating the school district’s Acceptable Use Policy [AUP] and a completed and signed Internet Filtering Grid must be on file at BOCES.

CoSer 519 SERVICE LEVEL AGREEMENT

BASE SERVICE
Provides the minimal entry to the 519 CoSer. Coordination fee to include:

Help Desk:
Staffing of a centralized help desk, by technically trained personnel, during normal Dutchess BOCES work hours to receive calls, perform initial troubleshooting, and assign tickets. All calls should start at the Dutchess BOCES Help Desk and tickets generated will be transparently passed between Dutchess BOCES, MHRIC, and CSI.

Monthly Reports:
Itemized tech support hours/usage reports will be provided. These will include incident description, tech completing the repair, number of hours consumed, source of the hours (BOCES, CSI) and any balance of hours remaining.

Wide Area Network Transport:
Provide IP access and connectivity to the 4 County Ring through the MHRIC (at least through 2006-07)

Internet filtering:
Provide web filtering to meet E-rate/CIPA requirements. Granularity (within limitations of the program) can be defined at the building/workstation level.

Transport Services:
Basic operation/delivery of network services (DNS, Web Filtering, Firewalls, etc.) Responsibility for providing connectivity and internet bandwidth to all demarcation points in a district.

Troubleshoot reported issues affecting entire building or segments. This includes working with backbone devices in district closets (i.e. routers, switches, firewalls) as far as the switch ports.

Acquisitions:
Purchasing, shipping, handling. Includes copier purchases/leases, management, billing, and payment of maintenance contracts (at district cost) with vendors for routers, switches, servers, etc. *

Inventory Control:
Provide electronic or paper copies of new equipment shipping invoices to the districts for input into their asset control systems.

* Monthly billing statements with documentation (request made to Business Office)

Note: Staffing adjustment to perform base service to be determined

TECHNOLOGY SUPPORT SERVICES
Participating districts would be able to choose from services offered:

  1. Shared BOCES technicians purchased for up to three days per week
    Current cost = $12,000 per day (one day per week per year). Next generation may be true costs of technician divided by number of days.

  2. Purchase technical services on an hourly basis from BOCES/CSI
    Estimating $70.00 per hour (BOCES Cost)

  3. Purchase technical “pool” services. Replication of current method of service delivery

SERVICES TO BE INCLUDED UNDER OPTION C (above)

E-MAIL:

District Responsibilities:

  • E-mail client configuration

LT Support Includes:

  1. Maintain mail forwarders for inbound/outbound e-mail county-wide
  2. Maintain virus scanning for inbound/outbound e-mail county-wide

Services provided at additional cost:

  1. IMAP accounts
  2. New e-mail server installations; i.e. Mercury, Exchange, Groupwise
  3. Email Client Configurations

WORKSTATION:

District Responsibilities:

  • Any workstation attached to the network must have antivirus software installed and kept current, as per DC BOCES standard.

LT Support includes:

  1. Troubleshoot and resolve reported issues including; error messages and connectivity/login
  2. Reinstallation and/or configuration of client software as necessary
  3. Reinstallation and/or configuration of virus scanning software as necessary

Services provided at additional cost:

  1. Rebuild of workstation from OS and up
  2. Reghosting where post ghost work is involved
  3. Refreshing an image (ghost up)
  4. Setup of new workstation
  5. Installation of software/hardware upgrades
  6. Create ghost image

SERVER:

District Responsibilities:

  • All servers attached to the network must have antivirus software installed and kept current as per DC BOCES standards.
  • Equipment closets must be kept clean with appropriate temperature controls.
  • Provide prompt access to equipment closets as needed.
  • Districts may elect to install phone lines in closets.

LT Responsibilities:

  1. Troubleshoot and resolve reported issues including: error messages, connectivity, performance, and server down
  2. Updates to operating system (patches and fixes)
  3. Periodic remote monitoring of servers

Services provided at additional cost:

  1. New sever installation
  2. Upgrades of operating system (version upgrades)
  3. Hardware upgrades
  4. Server Hosting: Host servers at BOCES NOC (with or without support)

UPS (uninterrupted power supply):

District Responsibilities:

  • Responsible for proper load balancing of UPS’s

LT Responsibilities:

  1. Monitor and pro-actively service UPSs with NICs (network interface cards)
  2. Troubleshoot and resolve reported issues
  3. Replace out-of-warranty units with new units at district cost
  4. Replace warranty units with new/used unit through the life of the original warranty
  5. BOCES will not facilitate reconditioning of units for the district

Services provided at additional cost:

  1. Comprehensive analysis and recommendation of districts’ UPS configuration and load balancing

BACKUPS:

District Responsibilities:

  1. Review backup logs daily to ensure successful backup
  2. Change tapes daily
  3. Clean drives regularly, as trained
  4. Mark media exhibiting errors, rotate media out, as trained
  5. The district is responsible for producing good backup tapes
  6. Report issues to Help Desk promptly after drive cleaning and defective media have been eliminated as the cause

LT Support Includes:

  1. Troubleshoot reported issues
  2. Resolve issues related to backup software and hardware; examples-ArcServe job configuration, patches/updates, diagnosis and replacement of tape drives
  3. Restoration from a district supplied backup tape
  4. Facilitate and monitor warranty repair
  5. Training for backup procedures available to districts

Services provided at additional cost:

  1. Failure to follow district responsibilities may result in a billable event.
  2. Storage Area Network located at BETA (alternate solution to tape backups):
    1. Each district allowed remote access to their backups only
    2. P/W protection/security plan to be established
    3. Fully managed by LT staff

INSTRUCTIONAL SOFTWARE:

  1. Troubleshoot and resolve reported issues for “in place” instructional software, (i.e. learning applications, lockdown applications, teacher tools)

Services provided at additional costs:

  1. Project planning/installation of instructional software by LT staff

ADDITIONAL POSSIBLE SERVICES:

  1. Consultant Services: Purchase consultant services through BOCES for aid (if approvable)
  2. VOIP: Tech Support for VOIP Systems if installed
  3. VPN Accounts: set up and assign as requested
  4. Web Site Hosting
  5. Instructional Web Services
  6. Delivery of Equipment
  7. Storage Area Network Services
  8. On-call technician after hours
  9. County-wide web-hosted e-mail (i.e. Groupwise)
  10. Other

For more information:

Daren Lolkema
Coordinator
Learning Technology
Dutchess BOCES BETA
900 Dutchess Turnpike
Poughkeepsie, New York 12603
v: 845.486.4840 x3086
f: 845.486.4781
daren.lolkema@dcboces.org