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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 - departments and individuals being provided IT services directly from CSCS and service providers who are often IT teams who take infrastructure services from CSCS but 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.

Services and our Service Catalogue

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 https://confluence.medschl.cam.ac.uk/x/vQhEAQ. There are links to the service catalogue should you wish to request any of these 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 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.

Incident response Times

  • 0-4 hours (during business hours) for issues classified as P1
  • 3-8 hours (during business hours) for issues classified as P2
  • 8-24 hours (during business hours) for issues classified as P3
  • Within 48 hours for issues classified as P4
  • Within 80 hours (2 weeks) for issues classified as P5

Incident Resolution targets

Note these are expressed in working hours.

P1 = 1 hour

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 Requests

Each service request in the Service Catalogue has a predefined delivery target which will be displayed when a request is logged. 



Service Uptime and Availability Commitments

We aim for 99% uptime during working hours and best efforts outside of these hours.

CSCS Working Hours

CSCS is open from 8:30 am - 5:00 pm weekdays, excluding bank and University / School holidays or closures.

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.

Monitoring and After Hours Activities

We do monitor our infrastructure outside of working hours and should any part of the core functionality fail we will attend and intervene.  Core functionality is: core routing and network services, ability to log in, Group Drives and other data storage, VPN, Email


Change windows and notifications of works


1 hour vulnerable window per week during standard hours (Tuesday - 8:00 – 9:00am)

  • Planned outage / downtime – for significant outages 2 weeks prior to outage. Then reminder to be sent 2 weeks and 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.
  • Emergency outage – as soon as possible, and if possible giving an hour before the outage happens.
  • Advisory notification – a week prior the event.
  • Updates – as soon as it becomes available, for example when a workaround is implemented.
  • Postponing an outage / downtime – as soon as it is confirmed that the downtime cannot be performed as originally planned.
  • Resolved / Completed notifications – Once services restored, testing performed. To be sent by the team performing the maintenance work.
  • Cancellation – as soon as it is confirmed that the downtime cannot be performed as originally planned.
  • Reminders – see as above.

Contacting CSCS

Our Self Service Portal is https://itsupport.medschl.cam.ac.uk. 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: come to the service hatch on the 3rd level of the Clincial School building during working hours

The CSCS Service Desk acts as your single point of contact into the team on the phone, self service portal, email or in person.

Escalations

Should you have any comments or concerns regarding our services you can contact the service desk or any of the CSCS management team. There is also a feedback form on our website https://cscs.medschl.cam.ac.uk/about-us/feedback-services/ that you can fill out.

Surveys

We send out surveys on a random interval after a ticket has been closed. We also do annual satisfaction surveys.



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