What to expect when dealing with LIS.
What to expect from Learning and Information Services
Learning and Information Services (LIS) provide the core IT services which underpin the University, e.g., Network, Telephony, Video Conferencing (VC), Virtual Learning Environment (VLE), Email. The department works to a published Service Level Agreement (SLA) and we also maintain agreed policies and procedures for many aspects of the work we carry out. What do these documents mean for you and what service should you expect to receive when you contact LIS?
When contacting LIS you should expect;
- to receive a professional, friendly, approachable service from LIS,o
- to receive straightforward help that is not full of technical jargon,
- that we will be transparent about issues and try to learn from service failures,
- that we will seek to continuously improve the service we deliver on the basis of feedback we receive.
Some of how we will do this is outlined in the sections below but in addition;
- when you receive responses from LIS you should expect them to be from a named contact, not a nameless function,
- any documentation created by LIS will be available in a number of formats to support our customers,
- where required LIS will carry out remote support sessions for staff and students,
- complaints will receive a formal written response within 5 working days of the complaint being received in writing.
Currently LIS can only be contacted between 0900 and 1700 Monday to Friday. Your first point of contact with LIS should be the UHI Helpdesk. You can contact the UHI Helpdesk by email (firstname.lastname@example.org) or over the telephone (01463 279150). Outwith these hours telephone calls are answered by our Out of Hours Helpdesk. The out of hours helpdesk can assist with a number of issues, any issues that they can't resolve will be passed over to the UHI Helpdesk the next working day to be dealt with.
The only exception to this is if you have a query or issue with Video Conferencing, in which case you should contact the VCMaster (email@example.com, 01463 279155) in the first instance. Video Conferencing support is available from 0900 – 2100 Monday to Thursday and 0900 – 1700 Friday.
If you wish to send us feedback or submit a complaint you can either use our online form or email the Customer Service Manager
Our Service Level Agreement (SLA) outlines that we will endeavour to have our services available 99% of the time, that’s 24 hours a day, 7 days a week. In an average month that means if a service is unavailable, i.e., where no user can access it, for more than 7 and a half hours in the month, then the service will have failed to meet its availability target.
We have a structure for fixing faults and fulfilling requests, the times for these are dependent on the severity of the problem and the impact it is having.
- For normal faults (affecting just one user) our target is to fix 90% of these within 3 working days, for severe faults (e.g., when a service is unavailable) we aim to fix 90% of these within 4 hours.
- For a standard request, such as a new user account, we aim to fulfil 90% of these within 5 working days.
- We also aim to have 35% of the IT calls coming through the UHI helpdesk fixed by UHI helpdesk without being passed to another team.
Every month we will publish a report outlining how well the service has performed, how we have done against our targets and if we haven’t met these why this is. Where we continue to fail to meet a target we will put an action plan in place to address this.
Where we intend on undertaking disruptive work we will endeavour to provide 5 working days’ notice of the disruption. Information will be sent out to UHI email accounts and will also be posted on our Service Status page and as a message through our Webhelpdesk call logging system. There will, of course, be occasions when we have to carry out disruptive work on a service and we aren’t able to provide 5 working days’ notice. This will only happen when we deem that there is a high risk of service failure if the work is not carried out immediately, or if another part of our service has already failed and urgent remedial action is required.
Read the whole Service Level Agreement.
Faults and Requests
When you contact us about a fault or with a request we have additional policies and procedures that govern how we deal with these (Incident Management and Request Management). As with the Service Level Agreement, full copies of the documents are available for review.
What these documents outline is that we will log these (currently in our Webhelpdesk logging system), we will give them a category and a priority and will provide you with a response (see the SLA tab for the response targets for this).
In order to successfully deal with the volume of calls we receive most of the correspondence on a fault or a request will be sent to the UHI email account of the person who reported the fault or request. If someone has done this on your behalf they will be noted as being the client and will receive the any updates.
When a fault/request is logged in our system responses from technicians are automatically sent out, you may get asked for further clarification or be provided with a possible solution. Where we have asked you for further information if there is no response within one working week (in term time) we will assume that the fault or request is no longer valid and will close the call we have logged. However you can contact the Helpdesk and ask for a call to be reopened if required. When we send you a solution if this doesn’t work you can also contact us and ask for the call to be reopened.
Interacting directly with the Webhelpdesk system is easy, you can reply to the automatic email you get which will update the call, or you can log into Webhelpdesk with your UHI username and password to see open and historic calls, alongside FAQs and any system messages.
Where a service is unavailable for use or use of the service is affected for a large group of users this will be communicated via the following mechanisms;
- An all staff/student email will be issued (assuming the fault is not with email)
- The UHI Helpdesk twitter feed will be updated (@uhihelpdesk)
As outlined in the contacting LIS section this only currently applies during our working hours, however there is a project in place to introduce an out of hours service.
Please note we will spend up to 15 minutes investigating a fault before deciding if it is a major incident, it can then take another 15 minutes to get all sources of information updated to reflect this. We are currently investigating other methods of alerting staff and students to issues.
Where a fault affects one site (such network loss at a College campus), local ICT staff will issue a communication about this.