|IT Services Responsibilities||
|Application availability||Service availability is split between supported and unsupported hours. The service is available during office hours 8:30 - 17:00 Monday to Friday, excluding Bank Holidays, and during this period we aim for 99.9% availability . This equates to 3 minutes unplanned downtime per week (during supported hours).
Outside of these hours the service is likely to be available but if an interruption to service occurs then there are no arrangements for out of hours support.
|Application performance||A standard report will be run on a regular basis and its execution time measured, any variance from a set of control limits will be used to flag that performance levels may be a concern and appropriate action taken
The monitoring reports will be extended to include specific business areas where a business case justifies the resource required.
|Response and resolution||Response and resolution times meet ITS standards defined as part of the Incident Management process, details are available here|
|Support hours||The service is supported during normal business hours, 8:30 to 17:00 Monday to Friday excluding public holidays
Calls can be logged with the IT Services Desk between 08:00 to 18:00 Monday to Friday excluding public holidays
|Date last reviewed||11th June 2010|
|Reviewed by||Des Butcher|