The University of Sheffield
Corporate Information and Computing Services

Computer infrastructure

Description of Service

Computer servers and associated hardware such as disk storage and backup devices providing core network and application services to the University.

Client Groups/Eligibility for Services

All registered users.

Provider Responsibility

  1. To provide, maintain and support a range of computers to act as the servers and computational machines upon which the University's computing services are based.
  2. To backup the non-temporary contents of the computers on an appropriate basis.
  3. To ensure the integrity and security of corporate and academic data where appropriate and feasible.
  4. To maintain historical backup tapes and to hold these in a secure place off site, according to CiCS' disaster and recovery procedures.
  5. To provide and maintain an up-to-date software infrastructure to support the computer infrastructure.

User Responsibility

  1. To report any problems to the HelpDesk.

Availability of Service

24 hours a day, 7 days a week, apart from:
a) backup of the CIS computers 21.30 to 22.00 each Friday.
b) other services which require a regular reboot to clear software malfunctions.

Service Statistics/Outputs

Backup logs.
Virus logs.
Usage statistics.
Availability statistics.

Service Measures

More than 99% of backups will be completed successfully.
Problems will be investigated within 2 working hours of reporting to the HelpDesk.

Dependencies

Support from third-party suppliers.

Feedback and Monitoring

Staff survey.
Student Services survey.
CiCS User Group.

Benchmarking

See Section 7 of the Introduction.

Exclusions

Computers owned by departments and used locally.
Desktop PCs.

Location of Service

Failure Response

Problems will be investigated within 2 working hours of reporting to the HelpDesk.