Service Level Categories - Gold, Silver, Bronze
Each IT service has an appropriate level of service applied. We categorise services as Gold, Silver or Bronze, the qualitative and quantitative definitions of each category are below:
One or more of these qualitative definitions may be true
Gold
Qualitative definition:
- Any business service which is deemed critical for the University and its reputation.
- Disruption or any loss of data associated with this could cause major impact or have legal implications for the University, external customers and stakeholders.
- The application or service is used by large numbers of staff, students and/or external users.
- It is necessary for the service to operate outside of normal working hours.
Quantitative definition:
| *AVAILABILITY % | INTERRUPTIONS | *RECOVERY TIME | *RECOVERY POINT |
|---|---|---|---|
| Target 99.5% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 3.8 hours down-time per month |
|
Restore service within 2 hours | Maximum of 90 minutes data lost |
List of Gold Services
- Active Directory, AD
- Appsanywhere
- AskQM
- Azure AD Connect
- Azure Virtual Desktop (AVD) VDI
- Backups (CommVault Standard)
- Barclays Internet Banking BIB
- Bottomline PTX (Upgrade from C-Series)
- CampusM (QMUL Mobile App) (Attendance Monitoring)
- CCTV
- CharityCRM (Formerly known as ThankQ)
- Cisco Umbrella (Protected DNS)
- CMS (Terminal 4)
- DSpace, QMRO (Research Publications)
- Dynatrace (Service Monitoring)
- EBSCO
- Echo360, Q-Review (Lecture capture)
- Elements (Symplectic)
- ePay (Fees payments)
- EZ Proxy
- Fortigate SSL VPN (Fortinet)
- High Performance Computing (HPC)
- IDCheck
- InfoBlox (DNS)
- ITSR Mile End HCI Platform
- ITSR Mile End Networking
- Kaltura (QMplus Media)
- Kinetics (Accomodation, Conferences)
- Linux Infrastructure (Server)
- Microsoft Azure MFA
- Microsoft Email and Calendar
- Microsoft Office 365
- Microsoft OneDrive
- Microsoft Sharepoint
- Microsoft Teams
- Moodle, QMplus (Virtual Learning Environment)
- MyHR/Resourcelink (HR and payroll)
- MyHR Mobile Application
- MySIS (Student Record System)
- Nagios (Monitoring)
- NetIQ IDM (IAM)
- NetApp (Including G & J Fileshares)
- Network Infrastructure
- Power BI Service (Business Intelligence)
- QuickConnect/LibraryConnect (Library Kiosk)
- RDS Management Tool
- RedCap (Research Data Capture)
- Redmine (ITS Research Support Portal)
- IBM Backup (Research backup service)
- Research smb file access service
- Research storage service
- RingCentral (Telephony)
- Scientia (Timetables)
- Security Infrastructure
- Servers and Storage Hardware
- Shibboleth (Authentication)
- Sierra (Library Management System)
- SITS (Student Record System)
- Springboard (Clearing)
- Staff Managed Desktop Service Linux
- Staff Managed Desktop Service Mac
- Staff Managed Desktop Service Win
- Student Managed Desktop
- Symmetry (Access Management, Fire Alarms)
- Sympa (Mailing lists)
- TREND BMS (Building Management System)
- UADB (Identity Provisioning)
- Unified Communication and Collaboration (UCC)
- Unit4 ERP, formerly known as Agresso (Finance system)
- VMware vSphere (Virtualisation)
- Web Content Delivery Service (CDN)
- Wi-Fi, eduroam
- Windows Infrastructure (Servers)
- Yealink MTR (Meeting Room System)
Silver
Qualitative definition:
- Any business service whose loss would cause significant disruption but not critically impact the University’s external customers and stakeholders.
- Disruption or loss of data associated with this service would cause significant impact to internal University users.
- The application or service is used by significant numbers of staff, students and/or some external users.
- The service is generally required outside of normal working hours
Quantitative definition:
| *AVAILABILITY % | INTERRUPTIONS | *RECOVERY TIME | *RECOVERY POINT |
|---|---|---|---|
| Target 99% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 7.2 hours down-time per month |
|
Restore service within 7 hours | Maximum of 12 hours data lost |
List of Silver Services
- Adobe Sign (E-Signature)
- Alteryx
- Aspire (Talis)
- Attendance Entry System (Telepens / Tacim)
- Bomgar (LiveChat)
- CourseLoop
- CPD Training (Totara LMS)
- Data Quality Alerts
- eClio (Attendance Monitoring)
- EDS (EBSCO)
- eMarketplace (Science Warehouse) for Agresso
- Encore
- eRecruitment System (Oleeo)
- Extract Service
- GitHub Enterprise
- Global Viewer Enterprise (GVE)
- ID Works
- ITSR Slough Data Centre
- JupyterHub
- LabArchives
- MyRewards (Reward Gateway)
- Online Surveys (Jisc/Bristol Online Surveys)
- Open OnDemand
- PaperCut Print Service
- PebblePad
- PhD Skills Points Database
- QEngage (Attendance Monitoring)
- QuickConnect/libraryConnect
- RGMS (Research Grant Management System) (Worktribe)
- Risk Register
- SCCM
- Simitive (e-appraisal)
- Smart Assessor AMS
- Student Credentials Distribution
- Student Number Planning
- Student Payment Plan App
- Studiosity
- Teaching Timetable iCal Link Generator
- Timetable Alerts System
- Turnitin
- Wiki
- Zonal
Bronze
Qualitative definition:
- Any business service whose loss would cause some internal University users inconvenience but not cause immediate or significant disruption.
- The application or service is used by small numbers of external customers or stakeholders but the access is infrequent and loss of the service would not have a significant impact
- There are not likely to be significant impacts associated with the loss or unavailability of data associated with this service.
- The service may be available, but is not normally expected to be accessed outside of normal working hours
Quantitative definition:
| *AVAILABILITY % | INTERRUPTIONS | *RECOVERY TIME | *RECOVERY POINT |
|---|---|---|---|
| Target 98% measured monthly on a 24 x 7 x 365 basis, excluding agreed in advance maintenance windows. No more than 14 hours down-time per month |
|
Restore service within 2 working days | Maximum of 2 days data lost |
List of Bronze Services
- Archibus - Estate Space Mgt
- ARMIS
- Borromei Banking
- CALM
- Canto
- Careerset
- Cisco Prime
- Clickers
- Code Management (GitLab)
- Cognos Impromptu
- Co-Tutor
- Crucible - Code Review
- CultureAmp
- Digital Evidence Management System (DEMS 360)
- eCosting Questionnaire
- EPSRC Tier2 HPC centres
- Evasys
- Experian QAS
- Gifts+ Hospitality Register
- GitHub Enterprise
- Gladstone
- Globus - Research Data Transfer Tool
- Greenglass
- HALO
- HEAR (GradIntel)
- Hopin
- iLabs
- Immersify
- Interlibrary loans
- ISOStock
- iTunesU
- Jaeggar One (Bravo)
- Jira/Confluence (Atlassian)
- Lapsafe Laptop Loans
- LibCal
- Libx
- LinkedIn Learning
- Mahara
- Managed LAMP Virtual Machines
- Mantis
- Mentimeter
- MIRO
- MIS Small Print
- Monitoring SolarWinds
- MySafety
- NetSupportDNA
- Online Reporting Tool for Bullying and Sexual Harrassment
- OpenClinica
- OpenLab
- Padlet
- Pentaho
- Podman / Docker - Containerisation for LAMP websites
- PPM (Project Management Tool)
- Publist (Elements)
- Puppet
- QM Network
- QMPlus Enrolment Mapper
- QM-Visitor Wifi Service
- Q-Pulse
- REMS (Research Ethics Management System)
- Research Analytics Platform (Dimensions)
- Research Consultancy
- Research Software Engineering Engagement
- Research Training activities
- Reserva (Room Booking Display System)
- Rogo
- Salesforce
- SEMS Intranet
- Sentry
- Shortlistme
- Silktide
- SMOTS
- SpaceConnect
- SSH Jump servers
- Staff Time Allocation
- Subject Exam Board Reports
- SWARM
- Tableau
- TARDIS
- TargetConnect
- Virtual Lab Technology (Azure Virtual Desktop)
- Vygo
- Warning Emails (Absences)
- WWW Proxy
- Xibo
Variations
The classification of some services will vary during the year. For example, during Clearing, Telephony would be classified as Highly Critical and a Gold standard applied.
Events/periods affecting service classification and categorisation include but not limited to:
- Examination Periods including re-sits
- Enrolment
- Clearing
- Open Days
- Graduation