Support policy during the website redevelopment programme

This policy outlines how we will respond to requests while we are working on the web redevelopment programme. We’ve implemented the following guidelines so that we can continue to support you in your daily tasks.

Levels of support

1st line support

  • Submit requests for help through help4u@dundee.ac.uk
  • Help is available 9-5, Mon–Fri.
  • We aim to solve 90% of problems at 1st line.
  • We will escalate to 2nd line if 1st line are unable to solve the problem.

2nd line support

  • 2nd line support will be available each day, but specific expertise may not always be available.
  • We will escalate to 3rd line if 2nd line are unable to solve the problem.

3rd line support

  • 3rd line will dedicate half a day per week to support tasks.

Three types of task being submitted

  1. Something is broken (incident)
  2. Something needs to be actioned (service request)
  3. Something big needs to be done (project)

First response to incidents

The following outlines how quickly we aim to respond to each type of incident and the criteria we’ll use to categorise calls.

Priority Affects other service Affects blogging platform Affects University or School websites
Low Low
(within 5 business days)
Normal
(within 3 business days)
Medium
(Within 1 business day)
Medium Normal
(within 3 business days)
Medium
(Within 1 business day)
High
(within 4 business hours)
High Medium
(Within 1 business day)
High
(within 4 business hours)
Critical
(within 2 business hours)

Low-priority incidents are those that do not interrupt users or the business and can be worked around. Services to users and customers can be maintained.

Medium-priority incidents affect a few users and interrupt work to some degree. These incidents may slightly affect or inconvenience users.

High-priority incidents affect a large number of users, interrupt business, and affect service delivery.

These response times are the maximum. We aim to be as quick as possible for all incidents.

First response to service requests

Priority Affects individual(s) Affects department Affects University
Low Low
(within 8 business days)
Normal
(within 5 business days)
Medium
(Within 3 business days)
Medium Normal
(within 5 business days)
Medium
(Within 3 business days)
High
(within 2 business days)
High Medium
(Within 3 business days)
High
(within 2 business days)
Critical
(within 1 business day)

Low – No risk to University reputation, doesn’t contravene any legal obligations and will not result in financial loss to the University.

Medium – Moderate risk to University reputation, doesn’t contravene any legal obligations or may result in some low financial loss to the University.

High – Likely to cause reputational harm, contravenes our legal obligations or highly likely to cause large financial loss to the University.

These response times are the maximum. We aim to be as quick as possible for all incidents.

Responses to projects

Projects are requests that bring about significant change and require more than one member of staff to spend more than one business day completing the task.

If we categorise your request as a project, we will deal with it on an individual basis. We aim to contact you within one week to discuss your requirements. We will then consider the request in line with our current workload and priorities to establish whether it will go ahead or not.