Service Level Agreement (v.1.1.0)
Service Levels (SL) are used to describe the level of support ENGIN users can expect on their respective IT platforms and applications.
SL 1 - fully supported
SL 2 - obsolete or specialist platform/application, the IT team will attempt to solve the problem but cannot guarantee success. Urgent teaching problems will have higher priority in this SL
SL 3 - not supported platform/application, IT team will attempt to put you in touch with expert in this field within Cardiff University but cannot guarantee success
If your hardware/software is not covered by the following descriptions, please contact Dr Jan Beutler (x75070) or Syd Swarbrick (x75750) to seek clarification.
Services (e.g. maintenance, repairs, trouble-shooting) are to be requested by issuing a ticket via the web-based helpdesk system.
Hardware
SL1
- PC platform purchased from University preferred supplier platform capable of running image version(s) supported by the University’s central information provider (INSRV)
- IBM-compatible Laptops
- IBM-compatible printers, plotters, scanners
SL2
- PC platform purchased from University preferred supplier but not capable of running an image version supported by the University’s central information provider (INSRV)
SL3
- any other equipment
Operating System
SL1
- Currently supported image version(s) of University’s central information provider (INSRV)
- Installations not using the currently supported University image and where only IT support has administrator rights on this platform of
- all Windows-based OS currently supported by Microsoft
SL2
- Installations not using the currently supported University image and where only IT support has administrator rights on this platform of
- all Windows-based OS not supported by Microsoft anymore
SL3
- Installations not using the currently supported University image and where other users have administrator rights on this platform of
- all Windows-based OS
- any other Operating System
Users are responsible for ensuring adequate data backups, if this data is not held on their allocated network space (usually H:). This is especially needed for PC re-installations.
Applications
SL1
- all applications delivered via image-based installations of University
SL2
- any other application
- running on any Windows-based OS currently supported by Microsoft and
- being compatible with the latest security patch level of its respective OS and
- is using the roman character set
- that does not require administrative permissions for normal users to execute it
SL3
- dial-up connectivity to private Internet Service Providers
- any other application
Exceptions (these applications are not supported and we encourage users NOT to use them)
- Instant Messaging clients
Strictly forbidden (if no explicit written permission is given either by INSRV or ENGIN's IT team)
- Servers, e.g. web, media-streaming etc.
- Wireless network access points