Service Level Definition for
Facilities Managed Faculties
/ Directorates
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April 2015
Contents
1
Contact Arrangements .......................................................................................................... 2
2
Hardware Maintenance ......................................................................................................... 3
3
Facilities Management Service............................................................................................... 4
3.1
Hardware Installation............................................................................................................................ 4
3.2
Software installation ............................................................................................................................. 4
3.3
Network Connections ........................................................................................................................... 5
3.4
Fileservers ................................................................................................................................................ 5
3.5
Backup and Recovery ............................................................................................................................ 6
3.6
Capacity Planning and Future Expansion ....................................................................................... 6
4
Software Licences ................................................................................................................. 7
5
Faculty Cluster Provision ....................................................................................................... 7
6
Escalation Procedure............................................................................................................. 8
7
Priorities and Service Level Targets ....................................................................................... 9
8
Software Availability and Support Levels ............................................................................. 10
Service Level Definition for Facilities Managed Faculties / Directorates
This Service Level Definition (SLD) underpins the Service Level Agreement (SLA) between
Information Services (IT Services Division) and Facilities Managed Faculties /
Directorates, to define service levels, operating practices, and reporting policies for the
provision and support of the IT Servicedesk and support facilities. An SLA comprises this
SLD together with Schedules A (supported equipment), B (Software Categorisation List),
and C (any special Faculty requirements), signed at the appropriate point. Services
provided under the SLA will be monitored internally by your IT Services Account Manager.
Agreements will normally be reviewed at least annually by IT Services and the Faculties /
Directorates concerned. If required the SLA may be terminated at this stage, by either
party.
This SLD applies only to the computer and network equipment owned by the Faculty and
included in the schedule of equipment supported by IT Services under this Facilities
Management agreement.
IT Services will remove from the schedule any equipment that is withdrawn from service.
In addition, IT Services reserves the right, following appropriate discussion, to withdraw
old items of equipment or software from schedules when it is no longer practical to
support them or to arrange maintenance.
Further equipment or software may be added to the schedules by mutual agreement. IT
Services will consider all additional equipment, adding it to the schedule if support is
feasible or notifying the Faculty if it is not. In addition, IT Services will notify the Faculty if
additional equipment will affect the level of resourcing of the agreement. IT Services will
normally approach the Faculty on an annual basis to check the schedule of equipment.
IT Services is only able to agree to support software to the level indicated in the current
Software Categorisation List (schedule B). Additional software may be supported by
mutual agreement if appropriate support is available within IT Services. IT Services will
not normally write or modify software, scripts or macros on behalf of a supported Faculty.
Development work may be undertaken by IT Services; however, this will be outside the
terms of this agreement and any such work may be chargeable to the Faculty.
The Faculty will be wholly responsible for equipment or software that is not included in
the schedule.
Please note, special requirements for individual Faculties / Directorates, over and above
the agreement detailed below, can be found in schedule C if appropriate.
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Service Level Definition for Facilities Managed Faculties / Directorates
1 Contact Arrangements
The IT Support and Telecoms group, in the form of IT Servicedesk and IT Support, provide
first and second level support on any computer or telephony related matter. Support
includes desktop equipment, micro applications, equipment maintenance, and application
support. The purpose of the IT Servicedesk and IT Support teams is two-fold: to provide
help and assistance where possible, and to initiate a problem resolution procedure for
any problems that cannot be resolved immediately.
Specified software will be fully supported, with all other requests being handled on a best
endeavours basis. These will be reviewed regularly as new products are introduced.
IT Servicedesk will be available from 08:00 - 17:00 weekdays. Team meetings will be held
from time to time; at such times a voicemail facility will be available. The service will not
be available when the University is closed. There will be one telephone number for all
calls - extension 3333. Outside of these hours an out-of-hours support service hosted by
the University of Northumberland will be available. The service will operate every night,
17:00 - to 08:00 and at weekends from 17:00 on Friday until 08:00 on the following
Monday. Alternatively, you can still leave us a voicemail to be acted upon when IT
Servicedesk next opens. Electronic mail can also be sent to mailbox
itservicedesk@bradford.ac.uk.
A problem / request logging system (currently RMS Servicedesk) will be employed to track
calls and ensure that requests and problems are logged; users will receive email
confirmation when a job is both logged and closed. This will provide details of the job
and an RMS job reference number; please quote this reference number in all enquiries or
correspondence. Users may also track the current status of their jobs via email to IT
Servicedesk quoting their job reference number at the following email address
itservicedesk@bradford.ac.uk or ring x3333 (01274 233333).
As Information Services provides both computer network and voice connections we need
at least ten working days’ notice of new staff or staff office moves which will require us to
change our network or telephony configuration. Please submit the web form at:
www.bradford.ac.uk/it-services/staff/telephony/directory/. This will be automatically
forwarded to IT Servicedesk.
Alternatively, for sizeable office moves and changes, please contact IT Servicedesk and
ask to be forwarded the Faculty ‘moves and changes’ template.
Any member of staff from the Faculty may call extension 3333. However, the Faculty will
be expected to nominate a contact person who will be able to assist IT Services staff to
gain access to offices and other areas where they are required to carry out work.
Students will normally refer a problem with equipment or software to a member of staff
who will report it to IT Servicedesk (to ensure that a return call can be made). However, IT
Servicedesk does not replace the IT Advice service (floor 01 JBP Library), which will be
available as usual for student queries.
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Service Level Definition for Facilities Managed Faculties / Directorates
Please note, abusive callers will not be tolerated. All IT Servicedesk and IT Support
staff are under strict instruction to terminate such calls, until the individual
concerned can discuss their problem / request in a reasonable manner. Persistent
offenders may be disciplined under the University’s Code of Practice on Personal
Harassment or University Ordinances and Regulations.
2 Hardware Maintenance
It should be stressed that this agreement covers Facilities Management of faculties’
equipment and software as outlined below. It is not an alternative to a maintenance
service. In particular, IT Services does not have a stock of spares or loan equipment.
The Faculty is strongly advised to arrange for maintenance of equipment, ie through a
maintenance contract, insurance cover or warranty agreement. Alternatively the Faculty
may elect to pay for equipment repairs on a parts and labour basis from an appropriate
supplier.
IT Services cannot undertake maintenance engineering work but will:

Liaise with maintenance engineers.

Provide the Faculty with a list of appropriate maintenance organisations.

Process faults which are not the responsibility of a maintenance engineer.

Arrange for equipment faults to be reported to the maintenance organisation on
the Faculty's behalf.

Arrange for engineers to repair equipment on site, supervising as appropriate.

Monitor the progress of each fault and invoke escalation when appropriate.

Despatch equipment and keep track of progress while it is off site.

Advise the Faculty if repairs are not economically viable.
and the Faculty will be expected to:

Arrange appropriate maintenance for their equipment.

Arrange easy access to faulty equipment for maintenance engineers.

Hold spare parts for equipment which they cannot be without.

Perform routine maintenance and cleaning of equipment as recommended by the
equipment manufacturer.

Replace obsolete equipment which can no longer be repaired economically.
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Service Level Definition for Facilities Managed Faculties / Directorates
3
Facilities Management Service
The Facilities Management Service covers the following:
3.1 Hardware Installation
IT Services will:

Advise the Faculty on suitable additional equipment and recommend appropriate
suppliers.

Support the Faculty in planning appropriate sections of its Information Systems and
Technology Strategy, including advice on rolling replacement.
and, for equipment in schedule A, will:

Install new equipment with appropriate support from the supplier.

Install upgrades to existing equipment with appropriate support from the supplier.

Maintain accurate computer equipment inventory records via their Faculty coordinator.
The Faculty will be expected to:

Check with IT Services on the suitability of equipment before purchasing (to ensure
compatibility and future growth path).

Ensure all equipment has been PAT tested in accordance with University policy.

Arrange delivery of the equipment to its final location.

Arrange easy access to locations where equipment is to be installed.

Provide funding for all equipment, software, security devices and, where
appropriate, maintenance and software licences.
NB: Faculties / Directorates should be aware that the University has framework
agreements in place with approved suppliers for the purchase of PC hardware, both
full systems and individual components. Purchases outside these frameworks
constitute a breach of those agreements on the part of the University. Moreover,
Faculties / Directorates should consult with IT Services prior to any hardware
purchase, through IT Servicedesk on X3333 or email to:
itservicedesk@bradford.ac.uk. IT Services will be under no obligation to support
equipment purchased without prior agreement
3.2 Software installation
IT Services will:

Offer advice on additional applications supported by IT Services.

and, for additional software in schedule B where appropriate, will:

Install software on a server or individual machines as appropriate.
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Service Level Definition for Facilities Managed Faculties / Directorates

Upgrade software and verify its installation eg check that desktop or start menu
shortcuts work.
The Faculty will be expected to:

Give as much notice as possible; at least eight weeks before, if software is to be
installed to a deadline.

Work with IT Services to test newly installed software.

Confirm when software is installed to their satisfaction.

Provide the necessary funding for new software and, if appropriate, maintenance
and licence management software.

Arrange appropriate training; where possible, IT Services will provide assistance
with co-ordinating training requirements.
NB: Faculties / Directorates or individuals, who have a requirement for specialist
software packages, should seek advice from IT Services prior to any purchase being
made, through IT Servicedesk on X3333 or email to: itservicedesk@bradford.ac.uk. IT
Services will be under no obligation to support software purchased without prior
agreement.
3.3 Network Connections
For equipment in schedule A, IT Services will:

Liaise with contractors when new or modified data sockets are required.

Install and document Faculty network connections.

Operate and perform periodic checks of the network infrastructure.
The Faculty will be expected to:

Give adequate notice when new connections are required.

Provide the necessary funding for cabling, new equipment and maintenance, if
appropriate.
NB: Faculties / Directorates should be aware that an ‘at risk’ period is in operation
for essential maintenance and upgrade work to JANET and the University campus
network; this takes place every Tuesday 07.00 – 09.00 hours.
Please note also, that the University (through Information Services) reserves the
right to disable access to a user’s account if the user fails to abide with the terms
and conditions of their SLA or University Regulation 21.
3.4 Fileservers
For equipment in schedule A, IT Services will:

Install, configure, manage and document fileservers.
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
Add and remove user accounts, setting appropriate access rights.

Monitor performance and capacity of the server.

install printer drivers and configure use of shared resources.

Ensure appropriate maintenance cover is provided for all fileservers.

Ensure secure data backups are taken for all fileservers
The Faculty will be expected to:

Provide IT Services with early information on applications which are required.

Provide a list of usernames (preferably in machine readable form).

Provide the necessary funding for fileservers and associated equipment and for
maintenance, if appropriate.
3.5 Backup and Recovery
For equipment in section 3.4 above, IT Services will:

Help the Faculty to create a disaster recovery plan.

Recommend appropriate backup equipment and software.

Install and configure backup device and related software.

Periodically check that backup arrangements are working.

Recommend an appropriate backup timetable.

Perform routine backups according to the routine and timetable designated by IT
Services (unless otherwise designated in Schedule B).
The Faculty will:

Purchase an appropriate backup device if necessary.
3.6 Capacity Planning and Future Expansion
IT Services will:

Monitor the Faculty’s usage of equipment, the network and the Netware fileserver
(if appropriate).

Report to the Faculty any areas of concern and recommendations for future
purchases.

Recommend replacement intervals for equipment.
The Faculty will:

Initiate further purchases as appropriate.
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4 Software Licences
In order to comply with licensing requirements and British Law, the Faculty will be
expected to:

Purchase appropriate licences for all uses and users of software owned by the
Faculty.

Provide written evidence of licences when required to do so by IT Services and
maintain a full software inventory of all applications used by the Faculty.

Take out software maintenance where appropriate

Purchase appropriate licence tracking software, if required

Use recommended software where feasible; IT Services will install licence tracking
software and configure it appropriately
We note that Microsoft and FAST may audit the University to ensure that an appropriate
licence covers all use of software.
5 Faculty Cluster Provision
This section of the Service Level Definition details the obligations of both Information
Services and the Facilities Managed Faculties / Directorates with regards to the provision
and support of student computer cluster rooms.
IT Services is only able to support clusters that run either the standard Staff Computer
Configuration, the standard Public Cluster Configuration, or agreed derivatives thereof.
The minimum specification of the computers concerned must be at least that of the
minimum specification of the current IT Services provision. This means that Faculties /
Directorates will be required to replace the cluster equipment in line with IT Services
replacement policies (currently every four years). The suitability of equipment for use in a
cluster environment should be discussed with a representative of IT Services prior to
purchase. IT Services reserves the right to withhold support for unsuitable equipment.
Wherever possible, all computers in a given cluster room should be the same make and
model. Where this is not the case, support must be agreed with IT Services.
Any software that the Faculty requires to be made available on cluster computers should
be passed to IT Services for testing prior to purchase. The ‘request for software’ deadline
for inclusion in the new build for following academic year is March 31st, with media being
supplied no later than 14th April. In exceptional circumstances, and where a further patch
/ fault release build is required during the Christmas vacation, additional software install
requests will be considered where practicable. Whilst IT Services will make every effort to
install applications on the cluster computers it will not be responsible for software that is
incompatible with the supported computer configurations. The Faculty will be responsible
for ensuring that sufficient licences are purchased to allow the software to run on
multiple computers at once. Where software has a limited number of licences IT Services
will make reasonable attempts to limit its use, where possible. The Faculty will be
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responsible for testing any software once it has been installed to ensure that it works as
expected in advance of its use in any teaching.
6 Escalation Procedure
To ensure that the Faculty receives an acceptable level of service, IT Services monitors the
progress of a request through its Call Tracking Procedure. All calls to IT Servicedesk are
logged.
If you have an emergency (e.g. a file server is out of action affecting the majority of
staff or a teaching cluster) please ensure that IT Servicedesk is informed when you
place the call. This will ensure that the work is scheduled appropriately.
Following initial investigation, we will normally provide you with an estimate of the
expected time to completion. If a fault is not solved in the designated time, it will
automatically be referred to more senior staff within IT Services.
If the delay is due to circumstances beyond our control (e.g. maintenance supplier repair
times) we will normally notify the Faculty contact.
However, if you are concerned about the progress of a logged call or feel that response is
inadequate, e.g. if the response is not within the designated time, please follow the
escalation procedure below:

Call has been logged but there has been no contact within the designated response
time. Contact IT Servicedesk on extension 3333.

The task was due for completion and is now overdue. Contact IT Servicedesk on
extension 3333.

The Faculty is unhappy with progress or considers response is inadequate.
Contact the Deputy IT Support and Telecoms Manager, Stella Taylor, on extension
4861, or alternatively, your IT Services Account Manager.

If further action is required (for example, if all the above are unavailable). Contact
the Head of IT Support and Telecoms, Roger Goodair, on extension 5332, or the
Director of IT Services, Graham Hill, on extension 3115.
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Service Level Definition for Facilities Managed Faculties / Directorates
7 Priorities and Service Level Targets
Priority
Route
Description
Example Definition
1.
IT Servicedesk
Critical / Major
Business critical service unusable: LDAP
authentication, email, campus wide
network issue, telephone system. Major
University Service down: VLE, SITS,
Powersolve etc. Novell Netware (G & H
drives). Building specific network issue
(e.g. Richmond Building).
2.
IT Servicedesk
Major
Major service running but with serious
degradation (e.g. Email, CBApps, VLE,
Network Printing, SITS etc). Group or
individual unable to fulfil role: PC,
network connection or telephone down.
3.
IT Servicedesk
Administration
Administrative tasks: setting up new
accounts e.g. Unix, Novell, VLE, MM, SITS
etc.
4.
IT Servicedesk
Minor /
Individual
Non critical hardware / application
problem on single PC: (e.g. CD drive, USB
ports etc).
5.
IT Servicedesk
Planned
Changes / Minor
Issues
Planned changes to Voice / Data
network. Hardware / Software problem –
Service unaffected.
6.
IT Servicedesk
Development
Agreed Development or project work
with deadline.
7.
IT Servicedesk
Development
Agreed Development or project work –
no deadline.
Priority
Target RESPONSE Timescale
Target SOLUTION Timescale
1.
1 hour
4 hours
2.
4 hours
1 working day
3.
1 working day
2 working days
4.
2 working days
5 working days
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Priority
Target RESPONSE Timescale
Target SOLUTION Timescale
5.
2 working days
10 working days
6.
2 working days
30 working days
7.
2 working days
60 working days
NB: Members of staff should note that the expected completion date quoted,
represents the latest date we would normally expect your request to be completed
by, not the definitive date when your job will be attended to; your request may be
actioned well in advance of the expected completion date, eg. a job with a target
solution of 5 working days may well be completed on the same day it was logged.
8 Software Availability and Support Levels
To assist you in choosing and using the most suitable software for your purpose,
we have classified publicly available software according to two criteria – Software
and Support. Please refer to the information at:
www.bradford.ac.uk/it-services/software/availability-support before deciding
which package(s) to use.
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