Title of Service: OxFile

Status of Document: This document describes service offered from May 2011.

1. Introduction

OxFile is a web service that supports the exchange of large files with people inside and outside of Oxford University. It is simple and fast to use, and any member of the University can set up a file exchange for immediate use.

This service is owned by the Systems Development and Support Section Manager and was released for general use in May 2011.

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

1.1. User Support

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

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

The initial point of contact for user support at OUCS is the Help Centre - in person, by telephone, or using our contact form.

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 JANET maintenance period (7am - 9am 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 This service is classified as "non-critical" to University business and will be recovered as soon as possible after all critical services have been recovered. This may take more than 72 hours.

2.5 Recovery will restore service availability; Folder metadata, settings and contents will also be restored.

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

Administration and Support

2.7 Technical support (operations and 2nd/3rd line user support) for the service is provided by OUCS; User support (1st line) provision is via local ITSS and the OUCS Help Desk, as described above.

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

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

3. Summary of client’s responsibilities

3.1 Users are responsible for ensuring that this service is suitable for their needs; in particular that the service offers adequate security when transferring confidential or other private data, and that the service is sufficiently reliable if depending on it for file transfer within a specific time frame.

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 Users must ensure that any submission of content to this service is legal and does not infringe any copyright applicable to the content.

4. Premium services

None applicable.