2. Summary of OUCS’s responsibilities

Hours of Service

2.1 The service is offered as follows:

  • 9am - 5pm on weekdays: the service operates with full technical support.
  • All other times: the service operates without technical support. Automated service monitoring will take place, and informal arrangements exist for staff to be notified of exceptions, however no funding is provided for contractual cover or guaranteed response.
  • Exclusions: service maintenance carried out during the CUD maintenance period (2pm - 4pm every Tuesday).

2.2 OUCS will commence investigation of reported faults within one hour when full technical support is available (provided that no similar fault is already being handled by the same team).

Service Level Targets

2.3 It is intended, as far as is possible, to maintain service availability at all times apart from exclusions listed under 2.1, however there are no formal targets.

Disaster Recovery

2.4 The service is intended to be available at all times during the stated hours of service; however there are no formal availability targets.

2.5 Recovery will initially be from stored data in the distributed database such that data will remain available to CUD data consumers during outages. In this situation data may be aged to the when the service was fully functional and last able to receive data from PDS. Updates to data may be applied from data queued waiting to be applied, or recovered from the Primary Data Systems directly. In the worst case data will be restored from back up: recovery will be undertaken by the means which offers the greatest functionality and best recovery time for clients.

Administration and Support

2.6 All support (operations and 1st/2nd/3rd line support for ITSS) for the service is provided by OUCS as described above.

2.7 Notification of scheduled maintenance, outages, and other information of general interest in relation to the service will be circulated on the itss-announce and CUD mailing lists.

2.8 Service requests and fault reports relating to the service should be sent to the OUCS Help Desk.

2.9 Requests to register a service for access to CUD should be sent by email to sysdev@it.ox.ac.uk and will normally be fulfilled within one working day.

2.10 Information for departmental and college system administrators is given at

Management of Change

2.11 Requests for change to the service should be sent by email to sysdev@it.ox.ac.uk.

Reporting and Review

2.12 Service usage information will be reported annually in the IT Services Annual Report.

2.13 The service will be reviewed annually. The review will provide input to the service level description review, normally carried out in May of each year.

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