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  4. Gold Silver Bronze

Service Level Categories - Gold, Silver, Bronze

Each IT service has an appropriate level of service applied. We categorise services as Gold, Silver or Bronze, the qualitative and quantitative definitions of each category are below:  

One or more of these qualitative definitions may be true

Gold

Qualitative definition:

  • Any business service which is deemed critical for the University and its reputation.
  • Disruption or any loss of data associated with this could cause major impact or have legal implications for the University, external customers and stakeholders. 
  • The application or service is used by large numbers of staff, students and/or external users. 
  •  It is necessary for the service to operate outside of normal working hours.

Quantitative definition:

*AVAILABILITY % INTERRUPTIONS *RECOVERY TIME *RECOVERY POINT
Target 99.5% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 3.8 hours down-time per month
  • 8 agreed planned outages a year
  • 2 weeks’ notice
  • 2 short notice emergency changes
 Restore service within 2 hours Maximum of 90 minutes data lost 

List of Gold Services

  • Active Directory, AD
  • AlienVault
  • Appsanywhere
  • Aspire (Talis)
  • Azure AD Connect
  • Backups (CommVault Standard)
  • Barclays Internet Banking BIB
  • BarkBeetle
  • Bizvu Inbox
  • Bottomline PTX (Upgrade from C-Series)
  • CampusM (Queen Mary's App) (QMUL Mobile App) (Attendance Monitoring)
  • CCTV
  • CharityCRM (Formerly known as ThankQ)
  • CMS (Terminal 4)
  • Dynatrace (Service Monitoring)
  • EBSCO
  • Echo360, Q-Review Software
  • Elements (Symplectic)
  • eShop/iPay
  • EZ Proxy
  • Fortigate SSL VPN (Fortinet)
  • High Performance Computing (HPC)
  • IDCheck
  • InfoBlox
  • ITSR Mile End HCI Platform
  • ITSR Mile End Networking
  • ITSR Slough Networking
  • Ivanti
  • Kaltura, QMplus Media
  • Kinetics
  • Linux Infrastructure (Server)
  • MiCollab Softphone
  • Microsoft Azure MFA
  • Microsoft Email and Calendar
  • Microsoft Office 365
  • Microsoft OneDrive
  • Microsoft Sharepoint
  • Microsoft Teams
  • Mitel Contact Centre (Applicant Enquiry Management for admissions)
  • Moodle, Qmplus
  • MyHR Front end to Resourcelink
  • MySISNagios Monitoring
  • Net IQ IDM (IAM)
  • NetApp (Including G & J Fileshares)
  • Network Infrastructure
  • Open LDAP
  • Power BI Service
  • QMRO (Dspace)
  • RDS Management Tool
  • RedCap
  • Redmine
  • Research backup service
  • Research smb file access service
  • Research storage service
  • Scientia (Platform/Timetable)
  • Security Infrastructure
  • Servers and Storage Hardware
  • Shibboleth
  • SID
  • Sierra
  • SITS
  • Springboard
  • Staff Managed Desktop Service Linux
  • Staff Managed Desktop Service Mac
  • Staff Managed Desktop Service Win
  • Student Managed Desktop
  • Symmetry (Formerly G4S Security and MultiMax)
  • Sympa
  • Telephony
  • TREND BMS
  • UADB
  • Umbrella DNS
  • Unified Communication and Collaboration (UCC)
  • Unit4 ERP (Formerly known as Agresso)
  • VDI
  • VMWare Virtualisation Services (Vsphere)
  • Web Content Delivery Service (CDN)
  • Wi-Fi eduroam
  • Windows Infrastructure (Servers)
  • Zoom

Silver

Qualitative definition:

  • Any business service whose loss would cause significant disruption but not critically impact the University’s external customers and stakeholders. 
  • Disruption or loss of data associated with this service would cause significant impact to internal University users. 
  • The application or service is used by significant numbers of staff, students and/or some external users. 
  • The service is generally required outside of normal working hours

Quantitative definition:

*AVAILABILITY % INTERRUPTIONS *RECOVERY TIME *RECOVERY POINT
Target 99% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 7.2 hours down-time per month
  • 12 agreed planned outages a year
  • 1 weeks’ notice
  • 4 short notice emergency changes
 Restore service within 7 hours Maximum of 12 hours data lost 

List of Silver Services

  • Adobe Sign (E-Signature)
  • Alteryx
  • Attendance Entry System (Telepens / Tacim)
  • Bomgar (LiveChat)
  • CPD Training (Totara LMS)
  • Data Quality Alerts
  • eClio (Attendance Monitoring)
  • eMarketplace (Science Warehouse) for Agresso
  • Encore
  • eRecruitment System (Oleeo, formerly known as i-Grasp)
  • Extract Service
  • Global Viewer Enterprise (GVE)
  • HRCS
  • ID Works
  • ITSR Slough Data Centre
  • JupyterHub
  • LabArchives
  • MyRewards (Reward Gateway)
  • Omni (QMUL RMS)
  • Online Surveys (Jisc/Bristol Online Surveys)
  • Open OnDemand
  • PaperCut Print Service
  • PebblePad
  • PhD Skills Points Database
  • QEngage (Attendance Monitoring)
  • QuickConnect/libraryConnect 
  • RGMS (Research Grant Management System) (Worktribe)
  • Risk Register
  • SCCM
  • Simitive (e-appraisal)
  • Smart Assessor AMS
  • Student Credentials Distribution
  • Student Number Planning
  • Student Payment Plan App
  • Studiosity
  • Teaching Timetable iCal Link Generator
  • Timetable Alerts System
  • Turnitin
  • Wiki

Bronze

Qualitative definition:

  • Any business service whose loss would cause some internal University users inconvenience but not cause immediate or significant disruption.  
  • The application or service is used by small numbers of external customers or stakeholders but the access is infrequent and loss of the service would not have a significant impact 
  • There are not likely to be significant impacts associated with the loss or unavailability of data associated with this service. 
  • The service may be available, but is not normally expected to be accessed outside of normal working hours 

Quantitative definition:

*AVAILABILITY % INTERRUPTIONS *RECOVERY TIME *RECOVERY POINT
Target 98% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 14 hours down-time per month
  • 24 agreed planned outages a year
  • 3 days’ notice
  • 12 short notice emergency changes
 Restore service within 2 working days Maximum of 2 days data lost

List of Bronze Services

  • Archibus - Estate Space Mgt
  • ARMIS
  • Barbecue (Barcode Scanner Library)
  • Blackboard Ally
  • Borromei Banking
  • CALM
  • Canto
  • Careerset
  • Cisco Prime
  • Clickers
  • Code Management (GitLab)
  • Cognos Impromptu
  • Core PC - Decommissioned
  • Co-Tutor
  • Crucible - Code Review
  • CultureAmp
  • Digital Evidence Management System (DEMS 360)
  • Docker - Containerisation for LAMP websites
  • eCosting Questionnaire
  • EPSRC Tier2 HPC centres
  • Evasys
  • Experian QAS 
  • Gifts+ Hospitality Register
  • GitHub Enterprise
  • Gladstone
  • Globus - Research Data Transfer Tool
  • Greenglass 
  • HALO
  • HEAR (GradIntel)
  • Hopin
  • iLabs
  • Immersify
  • Interlibrary loans 
  • ISOStock
  • iTunesU
  • Jaeggar One (Bravo)
  • Jira/Confluence (Atlassian)
  • Job listings
  • Lansweeper
  • Lapsafe Laptop Loans
  • LibCal
  • Libx
  • LinkedIn Learning
  • Mahara
  • Managed LAMP Virtual Machines
  • Mantis
  • Mentimeter
  • MetaCompliance
  • MIRO
  • MIS Small Print
  • Monitoring SolarWinds
  • MySafety
  • NetSupportDNA
  • Online Reporting Tool for Bullying and Sexual Harrassment
  • OpenClinica
  • OpenLab
  • Padlet
  • Pentaho
  • PPM (Project Management Tool)
  • Publist (Elements)
  • Puppet
  • QM Network
  • QMPlus Enrolment Mapper
  • QM-Visitor Wifi Service
  • Q-Pulse
  • REMS (Research Ethics Management System)
  • Research Analytics Platform (Dimensions)
  • Research Consultancy
  • Research Software Engineering Engagement
  • Research Training activities
  • Reserva (Room Booking Display System)
  • Rogo
  • Salesforce
  • SEMS Intranet
  • Sentry
  • Shortlistme
  • Silktide
  • SMOTS 
  • SpaceConnect
  • SRS
  • SSH Jump servers (SSH Proxy Separate)
  • SSH Proxy (Jump servers Separate)
  • Staff Directory
  • Staff Time Allocation
  • Subject Exam Board Reports
  • SWARM
  • Tableau
  • TARDIS
  • TargetConnect
  • TCO
  • Video Recording Rooms (DLVR)
  • Virtual Lab Technology (Azure Virtual Desktop)
  • Vygo
  • Warning Emails (Absences)
  • WWW Proxy
  • Xibo

Variations

The classification of some services will vary during the year. For example, during Clearing, Telephony would be classified as Highly Critical and a Gold standard applied.

Events/periods affecting service classification and categorisation include but not limited to:

  • Examination Periods including re-sits
  • Enrolment
  • Clearing
  • Open Days
  • Graduation
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