The University of Sheffield
Corporate Information and Computing Services

Service Misuse

Description of Service

Investigation and response to incidents or complaints of misuse of computing and telecommunication services. This includes all misuse of services based within the University whether by members of the University or others, and misuse of services elsewhere that involves University facilities.

Client Groups/Eligibility for Services

All.

Provider Responsibility

  1. To provide a mechanism for receiving complaints.
  2. To investigate complaints promptly and carefully.
  3. To maintain confidentiality.
  4. To provide an appropriate response in accordance with the Regulations on the Use of Computing Facilities and the Code of Practice; other University staffing policies or disciplinary procedures for students; and other policies, particularly those relating to harassment.

User Responsibility

  1. To report complaints or incidents of computer or telecommunications misuse by email to abuse@sheffield.ac.uk, or by contacting one of the following directly:
    a) The Director of CiCS, Christine Sexton, C.Sexton@sheffield.ac.uk, x21113
    b) The Head of Customer Services, John McAuley, J.McAuley@sheffield.ac.uk, x23069
  2. To read CiCS' documentation and advice, including the Regulations on the Use of Computing Facilites and the Code of Practice; and to note the advice about Personal information.
  3. To consult CiCS before replying to unsolicited commercial emails or forwarding virus warnings.

Availability of Service

Core service hours. The complaint will be investigated and an initial response given to the complainant within 8 working hours of receipt. The time taken to reach a full resolution will depend on the nature of the complaint and whether a complaint can be resolved informally. The majority of complaints are resolved either immediately or within 2-3 working days, whereas a small number may take 10 working days or longer.

Service Statistics/Outputs

Confidential records are kept.
Repeat complaints are monitored.
An outline report in the Annual Report.

Service Measures

The complaint will be investigated and an initial response given to the complainant within 8 working hours of receipt.
The majority of complaints will be resolved either immediately or within 2-3 working days, whereas a small number may take 10 working days or longer.

Benchmarking

None currently.

Exclusions

Services that are not under University control, although complaints about other services are passed on to the appropriate bodies and local action may be taken to protect University users and services.

Location of Service