Title of Service: Electronic Mailing Lists

Status of Document: This document describes service offered from July 2014.

1. Introduction

Maillist is a service that supports the posting of email messages to multiple recipients, management of lists of recipients, configuration of message posting controls, and other associated capabilities.

This service is owned by the Systems Development and Support Section Manager and the current revision was released for general use in 2003.

A full service description is available from http://www.oucs.ox.ac.uk/services/maillist/.

1.1. User Support

User support for the service is provided through a combination of local IT Support (via local ITSS) and IT Services.

Users should seek support from their local ITSS in the first instance. Local ITSS may refer a user to IT Services, or contact IT Services on behalf of a user. Users and ITSS may always contact IT Services about any aspect of the service.

The initial point of contact for user support at IT Services is the Service Desk - in person, by telephone, or using our contact form.

2. Summary of IT Services’ 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 JANET maintenance period (7am - 9am every Tuesday).

2.2 IT Services 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 This service is classified as "critical" to University business and will be recovered as soon as possible after services that it depends upon have been recovered. Target recovery time is within 24 hours.

2.4.1 The system is deployed on a resilience dual-site infrastucture. In the event of an isolated component failure of the service, the target recovery time for the service is one hour following the commencement of investigation. In this event, up to 15 minutes of data relating to incoming emails and configuration changes may be lost.

2.5 All service data is scheduled for daily backup and will be recovered from the most recent good backup in the event of complete system failure. Backup data is not available for other purposes.

2.6 A variety of public email distribution services would meet basic user requirements in the event of extended disruption.

Administration and Support

2.7 IT Services is responsible for all service administration and service support.

2.8 Notification of scheduled maintenance, and other information of general interest in relation to the service will be circulated on the itss-announce mailing list. Notification of failure of the maillist service will be performed by ITS3 using alternative channels (including SMS to registered numbers). Service status will normally be reported on http://status.ox.ac.uk/.

2.9 Support requests and fault reports relating to the service should be sent to the IT Services Service Desk.

3. Summary of client’s responsibilities

3.1 Users are responsible for ensuring that this service is suitable for their needs.

3.2 Use of this service is subject to, and implies, acceptance of any applicable regulations, including but not limited to:

3.3 Users should report any defect, malfunction, or performance degradation of the service promptly to enable remedial action to be taken.

3.4 List owners are responsible for ensuring that their lists are configured appropriately, and for attending to requests relating to their lists, including misuse such as unsolicited messages being posted via the list. (Misuse can be reported to IT Services for further investigation and action).

4. Premium services

None applicable.