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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.

Priority Urgency Impact Description Example Target Response Time Target Resolution Time
P1 Urgent Failure 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 status Any agreed business critical application or critical infrastructure component is unavailable or its performance is severely degraded 1 hour 4 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
P2 High Failure 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 image Any agreed Faculty or Departmental critical application or critical infrastructure component is unavailable or its performance is severely degraded 2 hours 1 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
P3 Medium Failure 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 workaround 6 hours 3 business days
Multiple Users cannot update a non-critical application
Security Breach - confirmed medium risk Virus (Threat level 3 only)
Security Breach - Malware infection
P4 Low Failure 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 exists 1 business day 5 business days
Information Security Breach - confirmed low risk Virus (Threat level 1 or 2 only)
P5 Very Low A failure comprising a flaw which is cosmetic and, as such, does not undermine the Customer’s confidence in the information being displayed Minor mal-functions with desktop type applications and/or hardware 2 business days 20 business days
P99   No Service Level Target in place - resolution times will be agreed on a case by case basis Faults with software and/or hardware not currently supported/provided by IT Services None None
Small Project Requests
Office Moves (> 5 Users)
SR 1hr   Service Request which needs to be delivered within 1 hour Password Request 1 hour 1 hour
SR 8hrs   Service Request which needs to be delivered within 8 hours Mail quota 2 hours 8 hours
Software Assistance
Printer Jams
SR 2days   Service Request which needs to be delivered within 2 business days Patching 2 hours 2 business days
SR 3days   Service Request which needs to be delivered within 3 business days Account Creation 4  hours 3 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 days Admin PC install/ delivery 1 business day 5 business days
Non Standard PC purchase
SR 10days   Service Request which needs to be delivered within 10 business days Admin Software approval 2 business days 10 business days
SR 20days   Service Request which needs to be delivered within 20 business days New software installation 2 business days 20 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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