Service Policy

Methods of obtaining help

The preferred method is via the request system.

Other methods available are by phone, direct email, or in person. Note where direct contact is made you may often still be advised to email the problem to the request system so it is seen by all the IT team, properly logged, tracked and responses clearly recorded.

For more info on these methods see the help support web page.

Availability of support

The department's core hours are 9am to 5pm. The IT staff are spread across the building and there is some variation in the working hours of team members. This will often mean on a normal working day at least one support person may be available as early as 8:30am and as late as 6pm. Whilst in general within core hours some IT staff will be working they may not always be immediately available, e.g. if the support staff are at work but in meetings etc. On rare occasions due to sickness or annual leave the reduced level of staffing coupled with particular working hours on the day could mean one or other end of the core hours is not well covered.

Whilst the department does not offer specific out of hours support or cover for the departmental IT systems it is still possible you may receive support or assistance at other times if you email requests to the request system.

Direct support is available within the Andrew Wiles Building from the on site computing officers based in that building. The team does not in general visits non departmental locations to resolve problems.

Institute Computing Officers will offer advice to their counterparts in colleges and other departments, and to individual members of the department on the installation/configuration of software for academic/work purposes for machines other than those managed by the IT team. Direct support (including remotely investigation via VNC etc) for machines not managed by the IT team is, however, outside the team's remit.

Request priorities

  • priority 1: those affecting a number of people/machines.
  • priority 2: those affecting a single person/machine.

Note we do not in general distinguish between the status of people but award priority on the basis of urgency or class of problem, except when directed by the Director of IT to meet agreed departmental priorities.

In general, high priority will not be given to problems caused by actions contrary to departmental IT rules or strategy. Except for matters directly related to their practical work or projects, undergraduates are expected to turn to their colleges in the first instance for IT support.

Response time targets

  • 75% of problems within 3 working days.
  • 80% of problems within 5 working days.
  • 85% of problems within 7 working days.
  • 90% of problems within 10 working days.
  • 95% of problems within 20 working days.
  • In the remaining 5% of cases it may not be possible to resolve the problem totally satisfactorily; in which case we reserve the option to continue to pursue the problem on an ongoing basis.

Performance statistics

Request system statistics are available.

Escalation process

The IT staff will consult the Director of IT; he in turn will consult either the supplier, support contractor, central IT Services, Head of Adminstration & Finance, Head of Department as appropriate.

Appeals procedure

Departmental members should in the first instance consult the Director of IT.