The Service is for

Business to Business

Service Description

The Kinetics Support Service is provided by IS to the Accommodation and Hospitality teams. The service provides a mechanism to:

  • Log  issues with the Kinetics support desk and to request changes and fixes from the supplier – Kinetic Solutions
  • Facilitate loading of data and reporting

Contact Details

Users can contact the Kinetics Support Service as follows:

  • Email: suzanne.mulholland@qub.ac.uk
  • Phone: +44 28 9097 6288                                     
  • In Person: Third Floor, McClay Library

Sub-Services

The following services are a sub-service of the Kinetics Support Service:

  • Setting up users and room stock
  • On receipt of new issues or requests for change an analysis is carried out to determine if the issue needs escalated to Kinetic Solutions or whether it can be solved in house
  • Production of documentation for changes required
  • Testing of bugs and upgrades to facilitate the migration to the live service

Additional Support Information

Service Hours

The Kinetic Support service is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays

Support Hours

Support is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays

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

Service Owner

Graham Norman, Kinetics Support
g.norman@qub.ac.uk or Tel. 028 9097 6283

  • Student application periods
  • Summer period prior to new academic year starting

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 the agreed service hours, the agreed escalation points are as follows:

  • Level One escalation
  • Level Two escalation
  • Level Three escalation
    • Seamus Doyle, Director (Information Services Director)
    • s.doyle@qub.ac.uk or Tel. 028 9097 6346

Response to out of hours escalation is on a best endeavours basis.