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Central Email Service
Service Description
Central email service offered to both staff and students.
Our Guarantee of Quality Service
Staff can expect email to be delivered from one QUT account to another in less than one hour.
QUT Virtual
Service Description
Web-based information management system to allow online student administration.
Our Guarantee of Quality Service
Staff can expect to view their personal profile in less than 10 seconds of making the request via the QUT Network.
Students can expect to view their student timetable in less than 10 seconds of making the request via an on-campus student computing laboratory.
QUT Web Services
Service Description
Effective web hosting services ensure the external community, current students and staff are able to access QUT information via the web.
Our Guarantee of Quality Service
Staff and students can expect to view the QUT home page (http://www.qut.edu.au) in less than 10 seconds of making the request via the QUT Network (slower speeds should be expected via a dial-in connection).
QUT Network
Service Description
A reliable data network (including dial-in services) electronically connects staff and students on multiple campuses to QUT specific corporate systems, intranet based resources and the Internet.
Our Guarantee of Quality Service
QUT specific corporate systems (for example, Oracle Financials and the Student Information System) and intranet based resources and services (for example, Calendar and QUT Virtual) are made available via the QUT Network. The performance of the network is best gauged by the performance of these individual services. If a number of these services are not responding at any given time, a QUT Network service disruption is likely.
QUT Telephones
Service Description
QUT's telephone services including maintenance, billing and central infrastructure support.
Our Guarantee of Quality Service
QUT's telephones are available 99 percent of the time, 24 hours a day, seven days a week.
Desktop Management and Integration
Service Description
QUT desktop infrastructure integration, virus management, Software acquisition and licensing. Management of the QUT standard desktop operating environment.
Our Guarantee of Quality Service
Software images consistent with the Standard Operating Environment will be delivered to the QUT Community twice every calendar year.
QUT Information Systems
Service Description
Corporate systems including Human Resources, Finance and Student Administration.
Our Guarantee of Quality Service
Payroll process will run on time. Invoices, payments and requisitions are able to be processed within the business cycle. Admissions, enrolments, examinations and results are able to be processed within the business cycle.
Research Support
Service Description
High Performance Computing and Research Support provide a high end computational and graphical computing environment (including one-on-one client support from 9-5 or by appointment). Visualisation and Data modelling services are also provided.
Our Guarantee of Quality Service
Staff can expect survey results to indicate client satisfaction to be above 85%.
IT Training
Service Description
IT training services provided to staff and postgraduate research students, focusing on QUT specific training needs (eg corporate systems, University wide IT projects and the standard operating environment).
Our Guarantee of Quality Service
Staff can expect survey results to indicate client satisfaction to be above 85%. Availability
These 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.
Our Guarantee of Quality Service refers to a normal 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.
Support Provided
ITS guarantees that these services are supported by staff between 8am and 6pm,
Monday to Friday with maintenance typically done Wednesday between 10:00pm and 7:00am
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.
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.
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