CSCS service commitments for the website and /or Confluence. The SLA can then all point to this page.
Customers
CSCS has two types of customers - provides services to departments and individuals being provided who opt in to receive specific IT services directly from CSCS and service providers who are often IT teams who take infrastructure services from CSCS but . In some instances departments take CSCS infrastructure as a service and do the direct support of their end users themselves. The following service commitments do not apply consistently to both types of service provision and exceptions will be noted below.
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We keep our subscription costs as low as we can by offering standard services and delivering them in a consistent fashion. For that reason, any requests that go outside of what has been established will need to be carefully considered to assess the impact to our staff, processes and tools and may well not result in a change to our service in the short term. You can see a list of our services here here - https://confluence.medschl.cam.ac.uk/x/vQhEAQ. There are This page provides links to the service catalogue should you wish to request any of these services. The specifics of this SLA apply only to the services contained on this page. The points raised in this SLA only apply to our standard services.
Response and resolution of Incidents and Service Requests
CSCS strives to provide a consistent and appropriate experience for all of our customers and end users. Due to the nature of the University we do not have absolute control over some the technical parts of our infrastructure so we express these as targets. We report against our targets monthly to the Clinical School senior management team.
Prioritisation
When logging an incident on our self service portal you are asked to assess impact and urgency of your issue, from this a priority from 1-5 is set. Our staff will then review and may adjust according to our workload and other commtiments commitments at the time. The highest priority will always be getting anything that is stopping someone from working in a working state either by a fix or a workaround.
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