EMIS Web Connectivity Maintenance Support Service 2026-29

Overview

EMIS Web Connectivity Maintenance Support Service( Provided by Optum): The Connectivity maintenance support service provides support for the EMIS WEB GP Practices with a Local Server (non-clinical) known as a Spoke server (a locally based server used as a software patch repository, local AD, DNS, DHCP, file & print server, ). The service is aimed at organisations that are benefiting from a server that has an internal tape backup device Unlimited telephone and online portal support and engineer call-outs (relating to the practices local server) Support for the connection of the current Local Server to the Network and the EMIS Web Clinical Software (where applicable) this includes fault diagnosis and initial configuration. 4 hour on-site engineering response Restoration and support of the Local server that connects to the Hosted system Remote and on-site support for the Local server Loan equipment available Remote monitoring, early warning and fix via DATTO, DATTO and AD User administration - where required Replacement parts Remote and on-site backup support Additional Add-on Service: Additional remote and on-site hardware support of the desktops, laptops, script printers, label printers, colour printers and scanners located in EMIS WEB GP Practices. This includes the management of an ICT estate of 17,585 devices across the 232 practices ensuring that the hardware receives the necessary patching and security upgrades to ensure ongoing compatibility with the EMIS WEB system and compliance with Cyber Security obligations. The supply and installation of ICT Hardware replacement consumable parts that are outside warranty also comes under this remit. The Service Desk configures, on request, controlled access to shared network resources and provides full support for user profiles on the Local Server. The Service Desk will, where appropriate, take ownership of all user account management services. This includes the creation of new user accounts, the amendment of user account details, the removal of redundant accounts and fault diagnosis. Windows Software Update Services (DATTO) Microsoft Windows Servers are "self healing" operating systems. Patches are released the second Tuesday of each month to correct security vulnerabilities. Optum ensures compatibility of these patches with all supported solutions by testing all Microsoft patches, critical updates and service packs to be distributed via DATTO in a controlled environment and then hosting an approved list of updates on a dedicated DATTO server which the GP Practices Local Server is configured to update from. Simple Network Management Protocol (DATTO) Optum provides pro-active monitoring via Microsoft ® DATTO service for your Local Server. This is used to monitor devices for conditions that warrant administrative attention. This includes, but is not limited to: Hard Disk problems Server Security Alerts Low Disk Space Alerts This system enables Service Desk to receive early warning of problems and locate and correct errors on the Local Server before they become serious. The alerts are monitored and actioned by the Service Desk often without any GP Practice intervention. Where errors cannot be resolved remotely, Engineer visits are arranged so that the appropriate remedial action can be performed. Silent Patch To complement the above, Optum utilises a bespoke transport mechanism to distribute and install any patches not covered by DATTO. This software is used for the distribution of third party products, non-critical Microsoft patches and other infrastructure software. Along with the update facilities this software provides, we will also be able to install an inventory tool that will allow us to record computer hardware details such as hard drive size, amount of RAM, Windows version and more. This in turn allows the Service Desk and Administration departments to offer a more complete and quicker service. Service Advisories Through a combination of ESP and DATTO, Optum proactively monit