Mail Service

Description of Service

Provision of electronic mail hardware and software for delivering electronic mail to destination mail hosts on campus and to remote mail servers over the Internet. The service includes the detection and elimination of computer viruses and spam.

Client Groups/Eligibility for Services

All registered users.

Provider Responsibility

To provide and maintain hardware and software to ensure the timely delivery of electronic mail for all University users.
To provide and maintain hardware and software to support electronic mail distribution list mechanisms, and to manage these lists, where appropriate.
To provide virus checking for attachments to mail.
To provide a mechanism for blocking and filtering 'spam'.
To keep unread mail subject to adequate disk space being available.
To keep mail for Sheffield addresses for 5 days before returning it as undeliverable, when there are hardware problems.
To allow an initial mail file size of 30 MB for students and 100MB for staff.

User Responsibility

To maintain the distribution lists of which they are the owners.
To manage properly the filestore allocated for their mail.

Availability of Service

24 hours a day, 7 days a week.

Service Statistics/Outputs

Number and volume of messages per day.
Virus logs.
HelpDesk records.
Backup logs.
Server failure records.
Mail fault records.
Mailing list fault records.

Service Measures

Faults in the mail service will be investigated within 2 working hours of reporting to the HelpDesk.
Faults in the mail distribution list mechanism will be investigated within 8 working hours of reporting.

Dependencies

External hardware and software support.
External network connections.

Feedback and Monitoring

Staff survey.
Student Services survey.
CiCS User Group.

Benchmarking

None currently.

Exclusions

Mail software (Mail User Agents (MUAs), e.g. Pegasus Mail) is excluded from this SLA.

Location of Service

Application Support Team in Technical Services.

Failure Response

Last updated: 10 January 2011