1. GLOW Community Rules and Contract Position Delina Cowell, Project Manager, Delina.Cowell@scotland.gsi.gov.uk

2. 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.

3. 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/ http://connect.glowscotland.org.uk/community-rules/

4. GLOW SERVICE CONTRACT POSITION MEMORANDUM OF UNDERSTANDING (MoU) & DATA AGREEMENTS

5. 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

6. 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

7. Glow Service Support Graham Swinney, Service Manager gw14swinneygraham@glow.gov.uk graham.swinney@scotland.gsi.gov.uk

8. 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

9. 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

10. 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 glowsupport@rm.comglowsupport@rm.com

12. 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

13. Thanks Questions?