Levels of service are categorised as follows:

1. Fully Supported - including backup from other parties both internal and external, ie core time

2. Best Endeavour Support - support provided by MSD and IS Networks Group, but full support not available

3. Unsupported - the system will normally be operational, but no help or bug fixing will be available if problems arise

4. Inoperative - the system will not be available

Schedule of availability

Supported

Weekdays when the main College is open

Core Support

Best Endeavour Support

09:00 - 17:00

08:00 - 09:30

17:30 - 18:00

Note that between 08:00 and 10:00, work may be undertaken for the application of patches or other urgent work, but the system will only be taken down when necessary. MSD will give a minimum of 24 hours notice if the system is going to be unavailable.

Unsupported

Weekdays when the main College is open

Saturdays

18:00 - 03:00

06:30 - 00:00 (midnight)

06:30 - 08:00

Inoperative

Every day

Sundays

03:00 - 06:30

All day