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Service Level Agreement

IT Services Responsibilities
  • To manage the service according to the service description
  • To satisfy standard service requests within agreed timescales
  • To respond to incidents raised through the IT Incident Management process within agreed timescales
  • To chair the Management Information Service Board
  • To pro-actively look for areas where the MI service can be deployed and deliver benefits to the University
Customer Responsibilities
  • To Inform ITS of any faults through the Service Desk
  • Participate in the Customer Service Board for the Management Information Service
  • Provide expertise and resource in defining rules to be included in the reports
  • To participate in the Management Information Service Board and set the priority for MI developments
  • To make appropriate resources available for agreed developments and enhancements
  • To complete project proposal for the consideration by the service board to allow resource prioritisation
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