GLOW Community Rules and Contract Position Delina Cowell, Project Manager, [email protected] 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 [email protected] [email protected] 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 [email protected] 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?