Service level targets
Availability of the service, defined as the percentage of emails delivered from one Live@Edu account to another Live@Edu account in less than five minutes: 99.95%, measured on a monthly basis. View actual performance against this target. (We have not set a target for email delivery time to off-campus addresses because it is largely out of our control.)
Create a new resource account: 3 working days
Amend permissions for a resource account: 3 working days
Delete a resource account: 1 working day
Change the password for a resource account: 1 working day
Create a new mailbox: 2 working days
Move a mailbox between user codes: 3 working days
Investigate a problematic mailbox: 2 working days
Investigate mail delivery issues: 3 working days
Investigate spam issues: 3 working days