What to expect when dealing with LIS

content

Learning and Information Services (LIS) provide the core IT services which underpin the university.

Services such as Network, Telephony, Video Conferencing (VC), Virtual Learning Environment (VLE) and 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?

 

Customer service content

Customer service

Customer service

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.
Contact content

Contact

Contact

LIS can be contacted between 0800 and 1700 Monday to Friday. Your first point of contact with LIS should be the UHI Servicedesk who can be contacted by email, telephone (01463 279150) or even live chat support.  Outwith these hours telephone calls are answered by our Out of Hours Servicedesk. The out of hours servicedesk can assist with a number of issues, any issues that they can't resolve will be passed over to the UHI Servicedesk the next working day to be dealt with.

Students and Staff should use the Unidesk self-service portal to make a query, request or log a fault with us.

Service level agreement content

Service level agreement

Service level agreement

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 Servicedesk fixed by us without being passed to another team.

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 a message may be published on the self-service portal.  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.

Faults and requests content

Faults and requests

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 (within the Unidesk service), 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 Servidesk and ask for a call to be re-opened 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 re-opened.

Interacting directly with the Unidesk self-service portal is easy, have a look at our user guide:

https://www.uhi.ac.uk/en/lis/unidesk/

Major incidents content

Major incidents

Major incidents

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 Servicedesk twitter feed will be updated
  • We may place an update on the self-service portal

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.