INFORMATION SYSTEMS SERVICES
SERVICE COMMITMENT
13.07.04
COMPUTING SERVICE - SOFTWARE
DESCRIPTION
The Computing Service supports applications and learning software packages in open access laboratories and on
central computation servers. The Service purchases software where necessary, manages licences and licence
codes, and mounts and maintains the packages, including multiple release levels of packages where this is
necessary. However the Service does not provide advice on the use of every package or application as
experience is usually limited to installation.
Where software is to be purchased centrally, according to the policy established by the ISSC, the Computing
Service will assist in defining needs and licensing arrangements, and will manage the purchase and the licensing.
The software will be mounted in open access laboratories or on central servers as is appropriate.
Requests to mount software not purchased by the Computing Service in open access laboratories or on Unix
servers are made via the “Request to mount application form” on the web. Licensing details need to be provided.
Software is mounted only if it is compatible with the hardware and software environment in the open access
laboratories or on the servers.
The Service monitors applications software, installs fixes and updates provided by the supplier, and deals with
problems.
The Service provides software support for special purposes, for example the Summer School, by prior
arrangement and subject to availability of staff resources.
The Computing Service maintains on the web a catalogue of the software available in the open access
laboratories or on the servers.
AVAILABILITY
Applications packages are available when the platform on which they are mounted is running. Software on Unix
servers is 24 hours a day 365 days a year, subject to scheduled maintenance and interruptions due to
emergencies. Software in open access laboratories is available when the relevant laboratory is open.
Support is provided from 0900 to 1700 on working days.
TARGETS
The Computing Service aims to provide a reliable service, and to correct problems and failures promptly.
Maintenance of servers which involves withdrawal of part of the service will whenever possible be scheduled
outside the period 0900 to 1800 on working days, and at least three working days notice will be given except in
emergencies. Scheduled maintenance is announced on the Computing Service Announcements web page. Return
of service after scheduled maintenance, unscheduled emergency maintenance and problems affecting the service
are announced on the Status web page and subscription email list. Maintenance of open access laboratories is
described in the relevant Service Commitment.
The Service will install a new package within one month of receipt of the request, or the “Request to mount”
form if that is needed. In practice software is mounted more quickly, and the Service listens sympathetically to
requests for mounting software at short notice.
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MONITORING
Monitoring of problems with software in open access laboratories takes place as part of the overall monitoring of
the laboratories, described in the relevant Service Commitment.
For servers and laboratory support systems maintenance, and faults and the subsequent recovery action, are
recorded in the Computing Service Systems Group systems log. Serious problems are monitored closely by the
Systems Manager and the Director of Information Systems.
CHARGES
There are no charges for support of central applications software in the normal way. Departments need
themselves to pay the purchase and licensing cost of packages which do not qualify for central funding services.
There may be a charge for extra staff time when support is provided for special purposes, notably in the case of
profit-making conferences.
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