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'Reasonable endeavours'



Agreements between Hampshire IT and our customers often include the phrase 'reasonable endeavours'. There is no exact legal definition, but when Hampshire IT uses the term, it means:

We will pursue one reasonable course of action to achieve the desired result, often the most obvious course of action.



Examples

This table gives some examples of situations which might arise in school, and our typical reasonable endeavours response.


Problem

What we can do as reasonable endeavours

A specific website does not work in Internet Explorer 8.

Advise the school to use an alternative website or browser.

(For HSS schools we can deploy an up-to-date version of the Chrome browser; we are also planning to upgrade HSS schools to Internet Explorer 10.)

A school wishes to add new Windows 7 hardware to their network, but the manufacturer does not provide Windows XP drivers (to allow it to connect to EdICTNet).

We would offer to add the machines running Windows 7 to EdICTNet, but with certain caveats - see below.

(As part of the Hosted School Service, we audit all your existing hardware and tell you up front if it will not work with HSS. But machines running Windows 7 should be fine.)

Issues with pupils logging on in one particular room. Fault calls were logged and these were dealt with under normal incident procedures but the fault keeps reoccurring.

  • Replace all patch cables between each client device and the data port.

  • Replace all patch cables between the switch and the patch port in the comms cabinet.

  • All hardware rebuilt with a fresh image.

(When your school joins HSS, we can perform remote monitoring, investigate group policies and, if necessary, send someone to your school to perform a network audit.)




Applied to the EdICTNet service

If a school continues using the EdICTNet service but is planning to migrate to HSS, it does so under a reasonable endeavours basis. This means that we can't guarantee to resolve all technical problems or that all supported software will continue to operate fully. Therefore, we will assess each problem on an individual case basis and, where appropriate, make all reasonable attempts to resolve it. However, there may be occasions where it becomes uneconomically viable to continue and we will discuss this fully with the school at the time.

Here we list some issues which might occur for a school continuing to use EdICTNet, and what our reasonable endeavours responses are likely to be.

  • Make Group Policy customisation modifications on the network to add functionality.
    Possible, but limited to the functionality available in Server 2003.

  • Put new software into MSI format and deploy this onto the network.
    Not possible because the MSI service has been withdrawn.

  • Deploy core applications, such as Flash, Java, Shockwave, Silverlight.
    Without these applications and extensions, webpages may not function as intended. But as before, we have withdrawn the MSI service and so cannot deploy these applications across EdICTNet.

  • Add Windows 7 or 8 machines to an EdICTNet.
    We may be able to add Windows 7 PCs on an ad-hoc basis but there will be a charge for this work.

  • Provide patches to resolve virus / malware on the network.
    Windows XP and Server 2003 will no longer be supported by Microsoft. It's important for schools to realise that we are limited by what is available from Microsoft and McAfee, and so we don't expect to be able to supply any antivirus patches, update or support.

  • Maintenance and support of hardware.
    Much EdICTNet equipment is out of warranty and is not covered under the HCC Hardware agreement. We would investigate hardware failure on a case-by-case basis, but please realise that hardware may be too uneconomical to fix.

  • Rebuilding of an EdICTNet in event of disaster recovery.
    It would prove very difficult to attempt to replicate your school's EdICTNet, and in this circumstance we would recommend moving to a new network solution. (Such as HSS.)

  • Operating system incompatibililty.
    EdICTNet runs Windows XP. Newer software may only run on Windows 7. With the best will in the world, we will not be able to make this run on EdICTNet.

  • Driver issues.
    New devices and PCs may not have the correct drivers to make them work on Windows XP - therefore they will not work on EdICTNet. We can't create drivers to make newer hardware run on an older, unsupported operating system.

  • Internet Explorer.
    As EdICTNet uses Windows XP, we cannot go beyond Internet Explorer 8. Schools remaining on EdICTNet should be aware that this will affect your school's use of the internet (some websites and features may not be available).



Windows 7 on EdICTNet

  • The existing library of MSIs may or may not work. Even if the MSI deploys, if there are any issues running the program we will be unable to create a new MSI and manual installation of software would be required which may incur additional charges.

  • There will be no automated build for Windows 7, which may incur additional charges in the event of a rebuild following a fault.

  • Windows 7 deals with roaming profiles differently from Windows XP, and separate profiles are created for both. Therefore if a user logs onto an XP machine and adds a shortcut to their desktop, then logs off and moves to a Windows 7 machine, the shortcut won't be there. This does not affect files and folders in their 'My Documents' or on shared drives.

  • There are differences with the Windows 7 firewall from XP that may cause issues for remote support.

  • At the time of writing, some issues with printing have been encountered although we are hoping this can be overcome by installing Windows 7 specific drivers.

  • No extensive testing has been done for Windows 7 on EdICTNet, and as such we cannot be held liable for any issues encountered that we are unable to easily resolve through normal troubleshooting methods.


Your options to migrate from EdICTNet, and the reasons behind its retirement.