|
|
These pages define the types and levels
of service that a member of the University can expect from the IT
and AV Services department.
The mission statement of IT and AV Services is:
"The mission of the IT & AV Services Department is
to provide all constituents of the user community with reliable
systems. These systems should be flexible enough to meet users' individual needs, simple
enough to do routine jobs quickly, and yet complex enough to try something
new. In support terms, the Department must understand the users'
requirements well enough to enable the effective use of the information
technology and audio visual facilities. The facilities should integrate into the users'
academic and administrative tasks in such a way that adds value, not just
complexity."
In line with this statement, IT & AV Services undertakes to provide the following:
-
Continuous networked services for all members of staff and faculty and all registered students.
During times of planned disruption IT and AV Services undertakes to inform
users of any problems and work which is being carried out, and to
limit disruption as much as possible.
-
All new accounts will be set up within 24 hours of the request.
-
Support for members of the University for all software used within
the University, according to the categorisation of each piece of software.
- Daily checks of Computer Laboratory equipment and to provide a support and fault investigation service for members of the University.
-
A concise procedure by which users can contact IT support.
-
A range of materials for members of faculty, staff and students to develop their IT and AV skills.
- High quality equipment that represents good value for money both in its initial purchase and on-going operating costs.
-
A formal procedure for faculty and staff to request new IT and AV equipment and upgrades to existing IT and AV equipment.
-
A clear label on each piece of equipment with a unique ID so that faulty equipment can be easily identified and reported.
-
A maintenance service contract (covering parts replacement, repair, etc.) for all equipment.
If, for reasons of age or cost, there are items not covered by maintenance
contracts then these will be explicitly labelled as such.
-
Trained staff to provide a skilled equipment fault investigation service for all IT and AV equipment.
-
Change a fileserver space quota upon request, provided the extra space is proven to be necessary
and there is sufficient physical disk space, within 24 hours (excluding
weekends and public holidays).
-
Back up data stored on the file servers, student information, library management and Accounts systems
every evening, and will provide a service to restore named files at the individual's request from the backup. Normally, backups are
kept for a year and files can be restored within 48 hours of the request being made.
-
Develop and maintain a disaster recovery plan to cover the IT, telecommunications and
AV components in the University.
` -
Register all students who have registered for an academic programme of the Universityfor network and email services by the first day of classes of that semester.
-
Register new members of staff or faculty for network services and email within 24 hours of the request (excluding weekends and public holidays). This target also applies to students who register late with the University.
-
Register users within 24 hours (excluding weekends and public holidays) for administrative systems such as
student information, library management and Accounts, upon request
accompanied by the appropriate authorisation.
In return, IT and AV Services expects individual members of the University to:
-
Take responsibility for the housekeeping of their own file and e-mail space.
-
Handle all equipment with due care, and to follow the procedures in place for the booking and handling of AV equipment.
-
Not install any software which has not been authorised by the University, and to abide by licensing laws and anti-virus guidelines. (For more information see Staff Computer Usage.)
-
Follow the Computer Network Access and Use Regulations, the Computer Lab Code of Conduct and, in particular, the need to keep passwords confidential.
-
For the efficient utilisation of fileserver space (i.e H: and S: drives, as well as email folders):
-
Manage their fileserver space, deleting unwanted files, multiple copies of files, etc.
-
Manage their mailboxes, deleting unwanted messages, periodically deleting old records of sent messages, etc.
-
When in need of help, to follow the procedures stated in Contacting IT & AV Services.
-
Ensure that any files stored on the hard disks of individual
computers are backed up and can be successfully
restored; IT and AV Services will provide advice on general backup
and restore procedures on request.
-
When possible, participate in the planning of new facilities and services and to work with IT and AV Services to that end.
-
Take due care and attention when using IT and AV equipment. In the event of damage occurring,
report this promptly using the IT/AV Helpline Form.
For more detailed information see:
|
