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  3. IT Service Desk
  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
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