The Service is for

Business to Business

Service Description

The Qfis Support Service is provided by IS to the Qfis Support and Systems teams in Finance. The service provides a mechanism to:

  • Log  issues in the Qfis system and to request changes and fixes from the Agresso supplier (UNIT4)
  • Facilitate loading of data and reporting

Contact Details

Users can contact the Qfis Support Service as follows:

  • Email: c.roy@qub.ac.uk
  • Phone: +44 28 9097 6302
  • In Person: Third Floor, McClay Library

Sub-Services

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

  • Provision of a Qfis Issue Log: an online mechanism for customers to record issues and requests for change
  • Triage Service: on receipt of new issues or requests for change an analysis is carried out to determine the severity and urgency of the new issue in order to determine the most appropriate course of action
  • Development Service: facilitating the fixing of bugs and upgrades to the delivered code from the Agresso supplier; facilitating the testing of bugs and upgrades; facilitating the migration to the live service

Additional Support Information

Service Hours

  • The Qfis Issue Log Service is available to the authorised users at all times
  • The Triage Service is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays
  • The Development Service is available from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays

Support Hours

  • The Qfis Issue Log Service is supported from 09:00 – 17:00, Monday to Friday except for  Public and agreed Queen’s holidays
  • The Triage Service is supported during the agreed service hours
  • The Development Service is supported during the agreed service hours

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

Service Owner

Colin Roy, Qfis Support
c.roy@qub.ac.uk or Tel. 028 9097 6302

Financial year end i.e. end of July, beginning of August

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. 

Requests are managed by Qfis Support using the Qfis Issue Log; additional communications are carried out at formal meetings, by telephone and by email.

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

  • Level One escalation
  • Level Two escalation
    • Assistant Director (Information Systems)
    •  
  • 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.