Web Services - Service Level Agreement (SLA)

Web Services use Help4u (operated by Digital and Technology Services) to log all incidents and requests. We have a support team that manages the calls and assigns them to the best person in the team who can complete the task.

Levels of support

1st line support

• Submit requests for help for the WebTeam through the Self-Service Portal
• Help is available 09:00 -17:00, Monday–Friday.
• We aim to solve 90% of problems at 1st line.
• We will escalate to 2nd line if 1st line are unable to solve the problem.

2nd line support

• 2nd line support will be available each day, but specific expertise may not always be available.

Types of requests

1. An incident (something is broken)
2. A service request (something needs to be actioned)
3. A project (a big piece of work, likely to be complex in nature)

First response to incidents

An incident is an unplanned interruption, or reduction in the quality, of a website.

The following outlines how quickly we aim to respond to each type of incident and the criteria we’ll use to categorise calls.

Low-priority incidents are those that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained.​

Medium-priority incidents affect a few staff and interrupts work to some degree. Customers may be slightly affected or inconvenienced.​

High-priority incidents affect a large number of users or customers, interrupt business, and affects service delivery. These incidents almost always have a financial impact.​

These are the maximum response times, in most cases normal service requests are being turned around in 24-48hrs.

Response to service requests

A service request is a request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure)​.

Low – No risk to University reputation, doesn’t contravene any legal obligations and will not result in financial loss to the University.​

Medium – Moderate risk to University reputation, doesn’t contravene any legal obligations or may result in some low financial loss to the University.​

High – Likely to cause reputational harm, contravenes our legal obligations, or highly likely to cause large financial loss to the University.​

These are the maximum response times, in most cases normal service requests are being turned around in 24-48hrs.

Responses to projects

Projects are requests that bring about significant change and require more than one member of staff to spend more than one business day completing the task.

If we categorise your request as a project, we will deal with it on an individual basis. We aim to contact you within one week to discuss your requirements. We will then consider the request in line with our current workload and priorities to establish whether it will go ahead or not.