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Service Level Targets

Our Service Level Description

IT Services provides both a break/fix service referred to as incidents for example “my PC is broken”, and a request service (SR) for example “I need a PC for a new member of staff”. The matrix below relates to incidents and requests and takes into account Impact and Urgency of the incident or request to give it a relevant priority, and this is detailed below.

Impact is driven by considering whether it:

    • Affects the entire business
    • Affects an entire site
    • Affects whole Service/ Department
    • Affects Group/ VIP
    • Affects User/ Work Stream

Urgency is divided into the following areas:

    • Urgent
    • High
    • Medium
    • Low
    • Very low

Both Urgency and Impact will determine the Response Level and a priority for the ticket will be calculated automatically which again determines the response and resolution time.
The impact an analyst chooses depends on the situation, the urgency will be determined with the customer and common sense needs to be applied.

PriorityUrgencyImpact DescriptionExampleTarget Response TimeTarget Resolution Time
P1UrgentFailure of any IT services that will have an immediate and severe impact on QMUL business operations in terms of political / financial / corporate image or accreditation statusAny agreed business critical application or critical infrastructure component is unavailable or its performance is severely degraded1 hour4 hours
Loss of service due to complete or partial failure of an agreed business critical Application, Server or Network component within a Campus or Campuses
Telephony Service failure to a Campus or Campuses
Security Breach - serious misuse of a QMUL device
P2HighFailure of a major business application or the loss of all IT services to a large numbers of Users causing significant impact to the QMUL business and its political, financial or corporate imageAny agreed Faculty or Departmental critical application or critical infrastructure component is unavailable or its performance is severely degraded2 hours1 business day
Loss of service due to complete or partial failure of an agreed critical Application, Server or Network component within a Faculty or Department
Loss of a QMUL Special Service (see Note 1) due to complete or partial failure of any relevant Application, Server or Network component
Telephony Service partial failure or service degraded
Network Printing Service Unavailable
Security Breach - confirmed high risk Virus (Threat level 4 or 5 only) or a high risk Phishing attack
P3MediumFailure that is limited in scope in terms of the number of Users affected or its impact to the on-going business of QMUL. Some form of temporary operational workaround may also be available.Single user cannot work with no temporary workaround6 hours3 business days
Multiple Users cannot update a non-critical application
Security Breach - confirmed medium risk Virus (Threat level 3 only)
Security Breach - Malware infection
P4LowFailure for a single or small of group of Users where they can still continue working with some limited inconvenience and have a suitable temporary workaround. No immediate impact to the QMUL business or its political, financial or corporate image.Single printer failure where an alternative network printer exists1 business day5 business days
Information Security Breach - confirmed low risk Virus (Threat level 1 or 2 only)
P5Very LowA failure comprising a flaw which is cosmetic and, as such, does not undermine the Customer’s confidence in the information being displayedMinor mal-functions with desktop type applications and/or hardware2 business days20 business days
P99 No Service Level Target in place - resolution times will be agreed on a case by case basisFaults with software and/or hardware not currently supported/provided by IT ServicesNoneNone
Small Project Requests
Office Moves (> 5 Users)
SR 1hr Service Request which needs to be delivered within 1 hourPassword Request1 hour1 hour
SR 8hrs Service Request which needs to be delivered within 8 hoursMail quota2 hours8 hours
Software Assistance
Printer Jams
SR 2days Service Request which needs to be delivered within 2 business daysPatching2 hours2 business days
SR 3days Service Request which needs to be delivered within 3 business daysAccount Creation4  hours3 business days
File store
Mail registration
Admin PC move
How to questions
Course access, Enrolment
SR 5days Service Request which needs to be delivered within 5 business daysAdmin PC install/ delivery1 business day5 business days
Non Standard PC purchase
SR 10days Service Request which needs to be delivered within 10 business daysAdmin Software approval2 business days10 business days
SR 20days Service Request which needs to be delivered within 20 business daysNew software installation2 business days20 business days
Note 1:QMUL Special Services:
Lecture Theatre (based upon critical times of use e.g. Lectures, Events)
Computer Lab (based upon critical times of use e.g. Exam, Teaching)
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