Service Level Agreement Summary
2008 / 9
Introduction
This is the SLA for COMPUTING SERVICES. We will replace it with the SLA for IT SERVICES (or equivalent) when that is available.
The purpose of this document is to summarise the services described in the full Service Level Agreement. That document should be referred to for details of performance measures and targets, etc. The purpose of the Service Level Agreement is to provide a "contract" between us and our users, explaining what our services entail, and what our responsibilities are and where they end.
All members of the University and employees of University-owned companies are direct or indirect users of services provided by IT Services. This stakeholder group expects a very broad range of highly available, state-of-the-art information, computing and communications services in support of teaching, learning and research.
User Services in Support of Learning, Teaching, and Research
Customer Support and Information
Provides a help desk facility: faults are either resolved immediately or recorded and made available to the appropriate staff. Provides support for forums, training, and information provision including the department's web site and handouts.
P.C. Labs. Service and Software
Provides and maintains P.C. computer labs and P.C. open access areas for the university plus associated file servers, with connection to the individual file store, Computer Assisted Learning services, library services, and to the printing service. Annually upgrades the "lab model" - a documented method of setting up central and departmental PC labs. This "lab model" is used widely by other departments. Eight labs provide access to 273 P.C.s. Evaluates and prepares applications software proposals in conjunction with teaching and academic staff. There is an annual update of software in Labs to agreed timetable, including consultation. The team also manages software site licenses for the University and the sale of some software to university departments, staff, and students.
Staff Desktop Service
Provides the University with a reliable, supportable and maintainable service that delivers to staff P.C. desktops consistent and cost-effective access to the central University networked teaching, learning and corporate systems, services and resources required by University staff for their University business.
Provided to around 3,250 staff users of Windows XP.
E-mail Service
Provides E-mail distribution to staff and students, with filtering of viruses, worms, and unsolicited mail. Also provides e-mail list and directory services.
Registration and Authentication
Maintenance of a database of computer users, derived from the University's Human Resources and Student Records systems, to act as a master for other campus IT services, including controlled provision of this data to other service providers
University Web Service and Intranet Services
Provides the University's Internet web service infrastructure (but not its content). Provides staff and student web space, and the Intranet service infrastructure.
On-Line Teaching and Learning
Provides "Learn", the University’s virtual learning environment - a data store and discussion group for each module. Authoring access is provided as required.
Printing Service
Provides a charged printing service available to users of supported platforms across campus. Provides monochrome A4 printing facilities adjacent to computer labs managed by IT Services. Provides colour and large format printing in central locations. Provides a charging service for printers owned and maintained by departments allowing them to charge their customers.
File Store and User Resource
Provides individual user file store, known as the "U: drive", which is available from labs, study bedrooms, and offices, and off campus via a Web interface, to support student and staff mobility. Also provides shared file store for departments, research groups, and groups of students or students & staff.
Backup and Restore Service
Provides a University-wide mechanism for backing up and restoring data from University computer systems.
Server Hosting and Management
Provides consultancy and advice on IT Strategy regarding servers and manages and supports servers for University Departments and external organisations associated with the University.
Security Service
Provides information, advice, and training on IT security issues and an infrastructure to promote a secure IT environment for the University.
Network Services
Provides and sustains effective and reliable data and voice networking infrastructure, including connection to JANET, and wireless networking on campus.
Hall Network Service (HallNet)
Enables students in Halls of Residence to connect their computers to the campus network, access University services, E-mail, and the World Wide Web. Connection instructions and support for Windows XP and Apple Macintosh OS X10.4 or above.
Voice and Data Infrastructure
Provides the cable and fibre runs in support of the campus voice and data networks, plus the campus telephone systems.
Telephone Services
Manages the Telephone Exchange, Voice Mail, and requests for new extensions and physical wiring installation.
Others
In addition we provide Purchasing Support, Business Continuity and Resilience strategy development, and watch for new technologies.
Now read the full Service Level Agreement (restricted) https://internal.lboro.ac.uk/diss/cc/uniwide/SLA2008-9/SLA-2008-9-fin.doc.
A separate document describes pricing for network services (restricted) https://internal.lboro.ac.uk/it/uniwide/info/SLA/external-network-charges.html provided to organisations associated with the University (spin-out companies, University owned companies, sports institutes, colleges, schools, charities etc.) but not covered by the COMA model under which the IT Services department is funded to provide services for the University. Summary of charges for other services (restricted) https://internal.lboro.ac.uk/diss/cc/uniwide/SLA2007-8/Summary-of-charges07.doc.
Related Information
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Statistics for 2005-6 https://internal.lboro.ac.uk/diss/c/uniwide/SLA2007-8/Stats%20Report%202005-6.doc.