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ITS Service Targets |
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Availability Charts: Key Services :: Corporate Systems ITS sets high quality service standards in the areas of support and availablity. SupportITS guarantees that the following services are supported by staff between 8am and 6pm, Monday to Friday with maintenance typically done in the early hours of the morning to minimise the inconvenience. Special "on-call" arrangements are made to support services during critical periods. These include the start and end of semester and during general holiday periods.AvailabilityThe following IT based services are available 24 hours a day, 7 days a week - 95% of the time (4% scheduled and 1% unscheduled downtime) unless otherwise specified.Please click on the links below to view statistics to indicate the achievement of the targets set in the ITS Client Charter. Two sets of charts are available, one for Key Services and one for Corporate Systems. Notes are included at the end of each document providing explanatory information for visible performance drops. Service StatisticsThe following services and systems are included in the above reports: Some of our services require regular scheduled downtime for maintenance. To minimise inconvenience downtime is scheduled during periods of low usage. ITS Publishes statistics which describe current levels of service outlined in this Charter. ITS is committed to improving the level of out-of-hours support for critical services (especially during peak critical periods of use) through on-call arrangements, task forces and service quality teams. * "Normal" refers to level of performance that can be expected when services are operating optimally and not impacted by external factors. Please report any concerns about the expected level of service via the service feedback form so we can investigate your report. Service MonitorThe Service Monitor is a communication channel to allow ITS to communicate service outages, changes or disruptions. Procedures are required to ensure the highest quality communication is maintained. Service Monitor Procedures [81KB Service Disruption Reports (Guidelines) Service Disruption Reports (Report List)
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