EMIS Web Connectivity Maintenance Support Service 2026-29​

Description

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 monitors and installs any service advisories released by computer hardware vendors to maximize the functionality of your Local Server. These advisories may include driver updates, configuration changes and other recommendations to aid in the longevity of the server. Backup Support The Service Desk will provide diagnostic and repair services for the Local Server, providing it has a remote connection. EMIS Web clinical systems are designed to backup daily the clinical data, including attachments and word documents, to the internal tape drive on the surgeries clinical server. EMIS Web Backup Solution (excludes Veritas BackupExec licence fee) EMIS Web backup uses either Veritas BackupExec (encrypted solution). This can be installed remotely by the Clinical Backup and Data Security Team or can be installed by an Optum Engineer on site. The backup log file is then integrated into the clinical system and reports to the GP Practice the success or otherwise of the previous night's backup. Optum will fully configure your system to perform a nightly backup. Optum will configure your system to report on the status of the nightly backup. Any backup failures will be reported automatically directly back to Optum. Optum provide an encrypted backup which includes a regular tape validation service. Optum provide a temporary encrypted network backup in the event of a hardware/software failure. Where connectivity allows the Service Desk provides remote diagnostic services using backup device manufacturer approved tools to interrogate backup hardware and analyse cause of failure following reported backup failures. In the case of hardware failure replacement parts and an Engineer is requested to carry out repairs. Remotely instigated test backups will be carried out as required during diagnosis and, if required, a network backup to a suitable device within the GP Practice's Location will be configured until such time as a tape backup is functioning again. In the event a GP Practice experiences recurrent backup failures, the Backup Support team employs a 'Continuity of Support' protocol. This process facilitates investigations into such recurrent backup failures by allowing one Support Consultant to take ownership of a GP Practice's issue, thereby maintaining a focused approach to the status of the issue, and a clear GP Practice / support link. On-Site Fault Repair Complete parts and labour cover is provided for repair of the Local Server and UPS, desktops, laptops, script printers, label printers, colour printers and scanners which are within the manufacturer warranty period. For those devices outside of the warranty period, there will be a charge for the replacement parts only but labour costs will be covered within this service. All engineers are trained internally and by manufacturers this means that they are able to process warranty repairs with no additional charge, and because all engineers are employed directly by Optum, they have the skills to perform any application or data reconfiguration. To the GP Practice this means that all the work required is performed by one person from one organisation. As part of the deployment process, the engineer is made aware of the issues at the GP Practice premises before his arrival. Upon arrival the Engineer will introduce themselves, explain what they will be doing, the effect on GP Practice, and negotiate room access. Once the work has been completed the Engineer clears the call verbally with Head Office, arrange for additional work to be completed if required via head office and produce a detailed report which is saved centrally at Optum. The GP Practice will then receive a follow-up call from the Service Desk to agree closure of the Incident. The service is not intended to be used as an upgrade path for old equipment, and if deemed Beyond Economic Repair by Optum, Optum will at its discretion replace the item with one of similar specification. Optum has engineers based around Northern Ireland, as deemed necessary by Optum an Engineer will be deployed to visit a client in order to rectify any outstanding issue. Our logistical services department will provide the replacement parts where required, these will be either sent direct from our own extensive stock or direct from an approved supplier. Optum will provide on-site service, remote telephone support and fault diagnosis, unit exchange or return to workshop repair facilities, as it considers appropriate. In the event of a failure of maintained hardware a full repair will constitute: Replacement of any defective hardware using replacement parts that are new or of equivalent to new performance. Replaced parts will become the property of Optum. Reloading of the Operating System. Reloading of the Standard Applications. Re-establishment of the Network Connection. Loan Equipment In the unlikely event our engineers cannot repair the equipment on site, Loan Equipment of similar specification or higher, may be provided subject to availability as an interim measure. Diminishing requirement of this Service From June 2026, these 232 EMIS Web GP Practices will begin to migrate to the BSO ITS Virtual Desktop Infrastructure environment in the HSC datacentre and will be switched over to the HSCNI network and a single HSCNI domain. At the point of migration, the physical server in the GP Practice will be no longer operational, the desktops will become HSCNI managed devices and will act as a portal to a virtual desktop in the HSC Datacentre in Northern Ireland. From the date of the practice migration to the virtual environment, the EMIS Web Connectivity Maintenance Support Service and the Add-on Service will no longer be required. The migrations will proceed at a rate of 2 migrations per week and fully complete in 2028​

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