Corporate Systems Software Maintenance
Description of Service
Maintenance of corporate systems software supported by CiCS.
Client Groups/Eligibility for Services
All staff who use CiCS supported corporate systems software.
Provider Responsibility
- To work with users in order to analyse problems and requirements.
- After initial testing by developers, to make new software available in a demonstration environment for user-testing.
- To make new software available in the live environment after it has been signed off by users.
- To work within the development priorities set by the relevant application/project group.
- For software maintained in-house:
a) To fix faults.
b) To carry out software development to satisfy enhancement requests, and to respond to the outcome of user testing of these developments. - For software maintained by a third-party:
a) Where the agreed contact is in CiCS, to pass faults and requests for software enhancements on to the nominated third-party contact via the relevant CiCS support team.
b) The relevant CiCS support team to apply any software patches received.
User Responsibility
- To give adequate notice of the need for amendment(s) to existing systems.
- To work with CiCS staff in order to identify solutions to problems.
- For software maintained in-house:
a) To report potential faults to the HelpDesk or relevant support team.
b) To make enhancement or fault requests using the System Enhancements Request System (SERS). - For software maintained by a third-party:
a) To report possible faults to the HelpDesk, relevant support team or third-party contact, where this has been agreed as the user department's responsibility.
b) To pass requests for enhancements to the relevant support team or third-party contact, where this has been agreed as the user department's responsibility. - To set up adequate and appropriate test data in the demonstration environment to facilitate user testing.
- To test software within one month of notification of it being ready for testing.
- To sign off satisfactory software before it is used in a live environment.
Availability of Service
During core service hours.
System enhancements are subject to resources being available and the prioritisation of the relevant committees.
Service Statistics/Outputs
The web based SERS.
Log of mail to user communities.
Service Measures
Software faults will be investigated within 8 working hours of reporting.
Serious faults will be investigated immediately.
Dependencies
Response from third-party suppliers, where relevant.
Timely response from users regarding specification and testing of System Enhancement Requests (SERs).
Feedback and Monitoring
Via the CIS Sub-Committee and its feeder application groups.
The SERS.
Benchmarking
See Section 7 of the Introduction.
Exclusions
Systems where no central maintenance has been agreed.
Location of Service
- Development in Technical Services.
Failure Response
Software faults will be investigated within 8 working hours of reporting.
Serious faults will be investigated immediately.
Known problems with wide impact will be reported to users through the appropriate mailing list(s).