The Service is for

Business to Business

Service Description

Queen’s University Belfast, Information Services provides a Data Backup and Recovery Service for Queen’s datasets as defined below.

Daily backups are taken of Staff and Student networked Q: drives; SharePoint data and Staff mailboxes. Individual datasets stored on computer systems in the Queen’s Data Centre’s are backed up at the request of the Data Owners. Queen’s computer systems processing critical data are backed up to full disaster recovery standards in cooperation with the Data Owners. Data held on personal devices (e.g. laptops) and Queen’s desktop computers is not backed up by Information Services.

Staff and Student data which has been saved to the networked Q: drive can be recovered by contacting the Information Services Help Desk. Staff email which has been accidentally deleted can be recovered, provided the request is made to the Information Services Help Desk within a reasonable timeframe.

The systems and the hardware needed for providing backup and recovery are located in Queen’s Data Centre’s where they are monitored and supported by Queen’s IS Division.

 

Contact Details

Users can contact the Service Desk as follows:

Sub-Services

  • Data Centre Management
  • Data Centre Security
  • Disaster Recovery

Additional Support Information

Service Hours

The Service is available to all authorised users during normal hours.

Support Hours

The Service is supported from 09:00 - 17:00, Monday to Friday, except for Public and agreed Queen’s holidays. Details of which can be found at http://www.qub.ac.uk/sites/StaffGateway/WorkingLife/Holidays/ 

Outside of Agreed Support Hours, access to the Service may be affected due to system upgrades, maintenance etc.

Service Owner

None

Queen’s IS Department has a standard response time to all Incidents & Requests (Available Separately). Any Incidents or Requests in relation to the Service will be responded to within the agreed timeframe. Please note that these response times refer to normal supported hours. 

Outside of these agreed response times, the agreed escalation points are as follows:

  • Level One escalation
    • Giles Edgar, Data Operations (Information Services)
    • g.edgar@qub.ac.uk or Tel: +44 28 9097 6096
  • Level Two escalation
    • Chris Linton, Data Security and Operations Manager
    • C.linton@qub.ac.uk or Tel. +44 28 9097 6293
  • Level Three escalation