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Extended cover for core IT Services systems

An Extended Cover Service has been established in order to provide some limited support for central IT systems (core network and servers) during the following periods:

• Monday-Friday: 08:00 to 09:00; 17:15 to 19:00
• Saturday: 09:00 to 17:00
• Sunday: 12:00 to 17:00

If one of our core systems develops a fault during these periods, a member of University staff may call (01334 46) 2780. The call will be picked up by an IT Services Duty Manager. If it appears that the fault lies within the systems we are covering, then the Extended Cover Service will be activated.

Please note that this is not a substitute for the IT Service Desk, nor does it cover problems specific to a particular desktop computer or its connection to the network. It is intended to cover faults that create widespread disruption to services. Examples of what is covered include access to and use of:

• University's web-site
• Core e-mail systems
• Telephone system
• Moodle
• Library catalogue
• Computer classroom infrastructure
• Web-based business applications
• Network infrastructure including core wireless service

Please note also that, as we have no external maintenance contract operating outwith the normal working day, any fault that requires such a service to be called will have to wait for repair. The Extended Cover Service will operate on a 'best endeavours' basis: we cannot guarantee that the fault will be fixed quickly, but we will do our best.