Learning Space Support schedule of service targets

Service levelAcknowledgmentResponseBegin resolutionInterval of monitoring
Level one: assistance for lecture in progressThree minutes (if contacted by phone)15 working minutesImmediately on site (or remotely if by phone)-
Level two: assistance with lecture to be held later in the dayOne working hourFour working hoursFour working hoursOne working day
Level three: assistance with lecture to be held later in the weekOne working hourEight working hoursThree working daysThree working days
Level four: request for changes to equipment and facilitiesFive working daysOne calendar monthThree calendar months of signing project mandate, or, when funds become availableOne calendar month, or as agreed in TOR
Level five: set-up and technical support for events (internal and external)One working dayTwo working days 1Five working days, subject to agreed terms & fee 2, & total of minimum 10 working days notice prior to event 3Two working days 24 hours prior to event
  1. The response could include confirmation that the requested service cannot be provided (e.g. wireless network capability in a building lacking the required network infrastructure). The response could also include confirmation that further investigations are required before the University can commit to providing the requested level of service.
  2. We reserve the right to decline to provide services if payment arrangements are not confirmed in advance.
  3. If less than five working days notice is given, then the provision of service will be on a "best endeavours" basis, and there is no guarantee that the required level of service and equipment will be provided.