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Planned Downtime
The IT Service will give users five working days’ notice of any planned downtime for maintenance or upgrading, where possible.
All Trusts will notify CITS of systems critical to their operation and dates when downtime would cause major disruption to their business, to enable CITS to plan around these dates.
CITS are not contracted for planned out of hours work, however customers may request for disruptive work to be performed out of office hours at an agreed cost.
Unplanned Downtime
Occasionally, equipment affecting many users will fail during working hours and emergency work will need to be carried out to resolve the fault. This will normally be carried out as soon as possible and may involve further downtime for groups of users or whole systems.
In these cases, notice of further downtime will be given where possible, but is not guaranteed. The nature of the emergency may also mean that the usual methods of notifying downtime will not be available, therefore a site contact will be identified for manual dissemination of updates.
Our Service Level Agreement
| Support Incidents | Priority 1: Critical | Priority 2: High | Priority 3: Medium | Priority 4: Low |
|---|---|---|---|---|
| Support Incidents Availability | Priority 1: Critical 24-Jul | Priority 2: High Core Hours | Priority 3: Medium Core Hours | Priority 4: Low Core Hours |
| Support Incidents Response / Acknowledgement Time | Priority 1: Critical 1 Hour | Priority 2: High 2 Core Hours | Priority 3: Medium 8 Core Hours | Priority 4: Low 2 Core Days |
| Support Incidents Resolution / Completion Time | Priority 1: Critical 8 Hours | Priority 2: High 1 Core Day | Priority 3: Medium 3 Core Days | Priority 4: Low 10 Core Days |
| Support Incidents Communication Method |
Priority 1: Critical
01209 881717 (On Call available via this number out of hours) |
Priority 2: High Self Service Portal (phone recommended for high priority) |
Priority 3: Medium
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Priority 4: Low
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| Support Incidents Example Request / Issue | Priority 1: Critical Critical clinical system outage. Underpinning infrastructure outage. | Priority 2: High Clinical or business system outage. Major performance issue. Infrastructure outage. | Priority 3: Medium System functionality issues. Urgent support query. Access requests. | Priority 4: Low Single user issues. Non service-affecting. |
