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Pure Support Service

The Service is for


Service Description

The Pure Support Service is provided by IS to the QRIS teams in Research and Enterprise. The service provides a mechanism to:

  • Apply regular upgrades to system – testing on development server first
  • Provide a DR system
  • Synchronizing inputs from core systems – iTrent, Qfis, Qsis, RGD
  • Providing reports as required 

Contact Details

For all issues users can contact Pure Support Service as follows:

For backend server issues contact:


  • Research Portal
  • Academic CV
  • Research Grants Database (RGD)
  • Staff Web Pages

Additional Support Information

Service Hours

The Service is available to all authorised users on a 24 / 7 / 365 basis

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

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

Service Owner

Gavin Mitchell, Principal Analyst or Tel. 028 9097 3955

During promotions and confirmation in post exercises run by HR

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)
    • or Tel. 028 9097 6346

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