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Below is the matrix of impact and urgency that we use to prioritise issues with the impact on the left and urgency across the top.
High | Medium | Low | |
|---|---|---|---|
Single Person | P2 | P3 | P5 |
Research Group / Team | P2 | P3 | P4 |
Department (billing group, research group, office etc) | P2 | P3 | P4 |
Building | P1 | P2 | P3 |
Institution (e.g. a campus - SLCU, Addenbrookes, Biosci) | P1 | P2 | P3 |
High | Medium | Low | |
|---|---|---|---|
Single person | |||
Multiple people | |||
Organisation-wide |
Incident Response Times
We aim to acknowledge and respond to a new incident within the time frames outlined below. Note these are expressed in working hours.
P1 =
0-4 hours1 hour
P2 =
82 hours
P3 = 8
-24 hoursP4 = within 48hours
- P5 = within 80 hours
Incident Resolution Targets
We aim to resolve an incident within the time frames outlined below. Note these are expressed in working hours.
P1 =
1 hour2 hours
P2 =
8 hours (1 working day
)P3 =
24 hours (3 working days
)- P4 = 40 hours (5 working days)
- P5 = 80 hours (10 working days)
Service Request Resolution Targets
Each service request in the service catalogue has a predefined delivery target. Most will display a Delivery Estimate when the Service Request is logged. Note the Average Delivery information is not necessarily accurate.
You can also see the expected delivery date when viewing an item in My History on the self service portal.
Service Uptime and Availability Commitments
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We have a weekly change window from Wednesday 17:30 to Thursday 08:00 (14.5 hour window). If we are completing non-disruptive maintenance (which involves no downtime or impact on users) this will take place during this period with no notification.
Planned outage / downtime – notification for planned outages/downtime during a vulnerable period will be sent 6 days beforehand (the Thursday before). Then a reminder will be sent the day before the outage.
Unplanned outage / downtime – As soon as possible, subsequent updates to be sent as soon as more information becomes available, or workaround is implemented.
CSCS Working Hours
CSCS is open from 98:00 30 am - 5:00 pm weekdays, excluding bank and University / School holidays or closures. The Service Desk has slightly different hours and is open from 9-5pm.
In order to keep our staff trained and informed, we may hold staff events once per quarter which will result in the closure of our service for half a day for the event.
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Our Self Service Portal is https://itsupportcscs.haloitsm.com/portal/home. You can log incidents and service requests and track the progress of your open issues here.
Phone: 01223 336261 (open during our working hours)
In person: CSCS is not currently open to drop-in visits. You must prearrange your visit by speaking with one of our staff.
The CSCS Service Desk acts as your single point of contact into the team on the phone, self service portal or in email.
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Should you have any comments or concerns regarding our services you can contact the service desk or any of the CSCS management team using the dedicated feedback Email address: cscsfeedback@medschl.cam.ac.uk
Surveys
We may send out surveys after a ticket has been closed. We also do annual satisfaction surveys.
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