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    Higher Education Full-Service
    SERVICE DEFINITIONS

    VERSION: HEFS 1.0
    DATE: 28th July 2025

    CURRENT (17/09/2025) - (LIVE) Updated to include details on SITS Readiness Assessment

    (28/07/2025) First version published. Click here.

    Infrastructure & Transformation Approach

    PATHWAY STANDARDISED CUSTOMISED BESPOKE
    Infrastructure Tribal Cloud Tribal Cloud Customer on-premises/third-party cloud
    Transformation approach SITS Adopt Customer-driven incremental improvement Customer-driven incremental improvement
    PATHWAY STANDARDISED CUSTOMISED BESPOKE USES ADVISORY DAYS ALLOCATION? PART OF ENHANCED SUPPORT?

    SITS Readiness Assessment

    Designed to review business processes and provide recommendations and areas for improvement which will inform the SITS Optimisation plan.

    		 ✔ ✔ ✔ X X
    Cloud Readiness Assessment

    Designed to help customers assess their readiness to move SITS to the Tribal Cloud.    		 ✔ ✔ ✔ X X
    Data Readiness Assessment

    Designed to help customers assess the readiness of their data for transformation in line with their desired end point.    		 ✔ ✔ ✔ X X
    SITS Optimisation Plan

    A shared optimisation plan based on findings of the SITS, Data and Cloud Readiness assessments.    		 ✔ ✔ ✔ X X
    PATHWAY STANDARDISED CUSTOMISED BESPOKE
    Cloud hosted ✔ ✔ X
    Direct to Database SQL Write access X X ✔
    Direct to Database SQL Read access ✔ ✔ ✔
    API Layer ✔ ✔ TBC
    DBA Service Optional Extra Optional Extra Optional Extra
    PATHWAY STANDARDISED CUSTOMISED BESPOKE USES ADVISORY DAYS ALLOCATION? PART OF ENHANCED SUPPORT?
    Technical/ Infrastructure Issue

    Tribal resolution of a technical issues that fall outside of the core support contract. If a customer has implemented SITS Adopt, customers will be eligible for this service as part of enhanced support.    		 ✔ ✔ Available with SITS On-Premises Managed Service (SOMS) ✔ ✔
    (For customers who have chosen the standardised pathway)
    Workflow Bug Resolution

    Tribal resolution of all workflow related bugs that fall outside the of core support contract. If a customer has implemented SITS Adopt, customers will be eligible for this service as part of enhanced support.    		 ✔ Optional Service Optional Service ✔ ✔
    (For customers who have chosen the standardised pathway)
    Data Issue Resolution

    Tribal resolution of data related issues that fall outside of the core support contract. If a customer has implemented SITS Adopt, customers will be eligible for this service as part of enhanced support.    		 ✔ Optional Service Optional Service ✔ ✔
    (For customers who have chosen the standardised pathway)
    User Training Issue

    Tribal resolution and support of a user training issue that falls outside of the core support contract. If a customer has implemented SITS Adopt, customers will be eligible for this service as part of enhanced support.    		 ✔ Optional Service Optional Service ✔ ✔
    (For customers who have chosen the standardised pathway)
    PATHWAY STANDARDISED CUSTOMISED BESPOKE USES ADVISORY DAYS ALLOCATION? PART OF ENHANCED SUPPORT?
    Planning & Preparation Support

    This service is designed to provide customers with proactive support from our advisory consultants to help plan and prepare for key milestones of the academic calendar. E.g. HESA return, De-support preparation, understanding a customers configuration to better support future issues that are raised.    		 Optional Service - Equivalent to 1 hour quarterly Optional Service - Equivalent to 1 hour quarterly Optional Service - Equivalent to 1 hour quarterly X ✔
    Bespoke Configuration Scoping Service

    Where a customer is looking to improve the way they manage a process and have requested Tribal's help to scope requirements with a view to Tribal completing the subsequent bespoke configuration work. Includes scoping workshop and write up, likely leading to a small project delivered by Professional Services.

    Where customers log service requests and require further Professional Services consultancy as the resolution is outside of the Support and Enhanced Support remit will provide a handover and initial scoping to ensure that the customer has a seamless experience.    		 Not applicable Optional Service - Number of days are based on scope of request Optional Service - Number of days are based on scope of request ✔ X
    Bespoke Configuration Build Service

    Available for customers who want support with bespoke configuration work, report writing, workflow configuration etc.

    HEFS - Bitesize sessions to advise, document and deliver a small area of build e.g. an SRL.    		 Not applicable Optional Service - number of days are based on scope of request Optional Service - number of days are based on scope of request X X
    Template Implementation Service – Part 1 (Set-up, familiarisation and fit gap)

    To help address specific pain points with a particular process, this service is designed to get customers up and running with one of Tribal's standard templates, including template install, demo and training on the pre-req data model and configuration options. One of our Professional Services experts will also facilitate a fit gap activity for customers who have bespoke requirements that need to be added into the baseline solution. Implementation of templates should be in line with the customers optimisation plan.

    PLEASE SEE BELOW FOR FURTHER DETAILS    		 Not applicable Optional Service - typically equivalent to 5-8 days depending on template Optional Service - typically equivalent to 5-8 days depending on template ✔ X
    Template Implementation Service – Part 2 (Bespoke customer configuration changes)

    Implementing customer specific changes to a SITS template following a fit gap and sizing activity. Implementation of templates should be in line with the customers optimisation plan

    PLEASE SEE BELOW FOR FURTHER DETAILS    		 Not applicable Optional Service - outside of HEFS - number of days are based on scope of request Optional Service - outside of HEFS - number of days are based on scope of request X X
    Configuration Quality Audit

    A service with one of our configuration experts to review eVision workflows and processes, reports or TUPs to gain peace of mind on stability, supportability and sustainability. This includes a report including recommendations on improvements that Tribal can support to action if the customer is unable to due to resource or capability constraints.

    HEFS - Following on from the submission of an incident there may be the requirement to perform an audit, advise and guide on next steps - a HEFS bitesize day or further consultancy.    		 Not applicable Optional Service - number of days are based on scope of request Optional Service - number of days are based on scope of request ✔ X
    Ad Hoc Consultancy Advice

    Consultancy to provide good practice advise on a particular topic on how to make business processes improvements from a system, process and data model perspective. From bite sized 1-2hr sessions through to larger engagements for more complex requests.

    HEFS - Customer Advisory Consultants will review trends in logged service incidents and feedback in Quarterly Meetings and support any bitesize ad-hoc training.
    Optional Service - from bite sized 1-2 hour sessions to a    		 Optional Service - from bite sized 1-2 hour sessions to a full day Optional Service - from bite sized 1-2 hour sessions to a full day Optional Service - from bite sized 1-2 hour sessions to a full day ✔ X
    Semestry Health Check

    The TermTime System Health Check service aims to identify potential issues and provide actionable recommendations to enhance data, timetabling processes, and integrations.

    It consists of three phases: preparation, where customers complete a questionnaire and consultants review responses to prepare the agenda; the health check itself, conducted according to a structured agenda; and the health check report, which summarizes findings, highlights issues, and suggests improvements to optimize system performance. This service ensures your TermTime system operates efficiently and effectively.    		 Optional Service - equivalent to 2 days Optional Service - equivalent to 2 days Optional Service - equivalent to 2 days ✔ X

    Services

    PATHWAY STANDARDISED CUSTOMISED BESPOKE USES ADVISORY DAYS ALLOCATION? PART OF ENHANCED SUPPORT?
    Product Feature Training

    Bite-sized product familiarisation training sessions to help fast track understanding of new product features that have been released.    		 Optional Service — typically 1-2 hours Optional Service — typically 1-2 hours Optional Service — typically 1-2 hours ✔ X
    End user Familiarisation

    Ad-hoc informal end user training for smaller queries.    		 ✔ X X ✔ X
    End-user Training (Shared or Individual Options)

    For customers who have limited resources available to support end user training. This service can provide anything from bite sized training for an individual user through to full department team training.

    Training can be delivered to accommodate several attendees from a single customer site or as a shared training course.    		 ✔
    Train the Trainer Only    		 Optional Service — number of days are available on request, based on scope of request. Optional Service — number of days are available on request, based on scope of request. ✔ X
    System Administration Training (Shared or Individual Options)

    A variety of system tools and system management training courses are available to support your system administration teams to enhance their skills in being able to manage all key areas of the System.

    Training is available in Foundation and Practitioner levels for some of the more commonly requested areas of the system.

    Training can be delivered to accommodate several attendees from a single customer site or as a shared training course.    		 ✔ Optional Service — equivalent to 1/2 day (per 1 day of shared training per person) Optional Service — equivalent to 1/2 day (per 1 day of shared training per person) ✔ X
    Tribal Future Talent

    The Tribal Future Talent programme is a transformative training programme expertly designed to empower professionals with the dynamic skill set required to manage SITS.

    As market leaders in Student Information Systems, we know a thing or two about the expertise needed for careers in EdTech.

    You’ll discover that Tribal’s Future Talent development programme isn’t just training; it’s a career development opportunity.    		 N/A Optional Service — equivalent to 10 days per person Optional Service — equivalent to 10 days per person ✔ X
    PATHWAY STANDARDISED CUSTOMISED BESPOKE
    Pre & Post System Upgrade Checks ✔ Optional Extra N/A
    Technical Upgrade ✔ ✔ N/A
    Support for adoption of upgrade ✔ Optional Extra N/A
    DBA Support post implementation ✔ ✔ N/A

    Managed Services for On-Premise Customers


    Our optional ‘SITS On-Premise Managed Services’ (SOMS) is newly available for on-premise customers in replacement of our legacy MITS services.

    There are three tiers of support available: Core, Plus, and Ultimate, as detailed below.

    To find out more, or to sign up to the appropriate tier for your institution, please speak to your Customer Service Consultant.

      CORE PLUS ULTIMATE
    Change Management (applying changes using our change management process – ITIL process) ✔ ✔ ✔
    Pathway Point Linked Incident / Service Request Reviews ✔ ✔ ✔
    Technical Contact ✔ ✔ ✔

    Annual Service, Technical and Capacity Planning Review (Annual planning workshop)

    		 X
    		 ✔ ✔
    Application and Infrastructure Monitoring X X
    		 ✔

    Monitoring Dashboard

    		 X X
    		 ✔
      CORE PLUS ULTIMATE
    SITS Major Application Version Upgrade (one double upgrade or two single upgrades per year) ✔ ✔ ✔
    Third Party SITS Application upgrades/maintenance (upgrade Java, Tomcat, etc.) ✔ ✔ ✔
    SITS Software Updates applied X ✔ ✔
      CORE PLUS ULTIMATE
    Database Refresh (up to six per year – additional packs of six can be purchased X X ✔
    Custom database administration/maintenance (by agreement) X X Optional
      CORE PLUS ULTIMATE
    Annual Database Audit with Report (SITS table sizes & utilisation) X ✔ ✔

    Templates


    Tribal Templates are pre-configured and standardised business process workflows which are designed to enhance efficiency for end users and facilitate simpler maintenance management . Unlike Blueprints, they are not fixed, and therefore can be customised if required.

    To ensure customers are able to successfully embed each template alongside their existing functionality, and understand the management burden associated with any customisation, they can only be implemented by Tribal.

    We offer Higher Education Full-Service customers a range of service options to help facilitate the use of templates, which can be accessed via the Customer Success team – and these should be used in line with the SITS Optimisation Plan.

      DEFINITION PRE-REQUISITE INCLUDED IN HEFS DAYS
    Template install and familiarisation This service is designed to get customers up and running with one of Tribal’s standard templates.

    The service includes the following activities:
    • Template installation and data setup (in a non-production customer environment)
    • Template demo/familiarisation workshop
    • Technical handover with SITS development team.
    		 None ✔
    Number of days are variable depending on template
    Template fit/gap This is an optional service offered following the template implementation, and is intended to support customers in identifying and evaluating the impact of any potential changes they make want to make to the template itself.

    This service is required where the customer expects to need additional build support; either mentored or fully bespoke from Tribal.

    The service is facilitated by one of our Professional Services consultants, and includes the following activities:
    • Workshops to review the template functionality with a customer team, with a view to identifying any gaps or potential variation needed.
    • Support in determining the best approach to resolving any gaps (where bespoke configuration work is required, this will be scoped)
    • Provision of a detailed fit/gap and resolution assessment, showing identified gaps and agreed resolution (including prioritisation).
    		 Must have done the template installation and familiarisation first ✔
    Number of days are variable depending on template
    Template mentored build This service is for customers who have in-house SITS development resources, and intend to make any changes to a template themselves – but would still like assistance from Tribal to provide support.

    This service option includes mentored build/QA sessions with one of our Professional Services consultants to support customer teams through their development process, providing guidance on the most appropriate use of SITS system tools to gain peace of mind on stability, supportability and sustainability.

    This service includes the following activities:
    • 4 x ½ day mentored build sessions with the SITS Development team.
    		 Must have done the template fit/gap first ✔
    2 days
    Full bespoke build This service is for customers who wish to configure fully bespoke variations as needed by the fit/gap service.

    The service will be tailored to fit the specific needs of the customer, however, will include the following:

    • Confirmation of the solution requirements
    • Detailed solution design
    • Solution configuration
    • Solution QA and testing
    • Solution installation and technical handover
    • Technical solution documentation.

    This service is outside the scope of the included Higher Education Full-Service subscription days, and therefore additional Professional Service days will be required.

    		 Must have done the template fit/gap first X