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The Additional Persons Support Service

The Service is for

Business to Business

Service Description

The Additional Persons Support Service is provided by IS to the Staff maintaining the records on the Additional Persons system. The service provides a mechanism to:

Log  issues in the Additional Persons system and to request changes and fixesFacilitate loading of data and reporting

 

 

Contact Details

Users can contact the Additional Persons Support Service as follows:

  • Email: m.ward@qub.ac.uk
  • Phone: +44 28 9097 6297                                        
  • In Person: Third Floor, McClay Library

Sub-Services

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

  • 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 developed code; facilitating the testing of bugs and upgrades; facilitating the migration to the live service
  • Configuring user profiles

Additional Support Information

Service Hours

  • The Additional Persons 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 Additional Persons 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

Key Monthly Reports

  • Additional Persons about to leave reports are available on the Additional Persons system for users to check

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
    • 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.