Definition of Service

Regular Backups

The file server will be backed up with three rotating tape schedules and one fixed schedule – daily, weekly, monthly, and biannually. The tape backup schedule will ensure that files are backed up every day for the past two weeks, then every week for the past six weeks, every month for the past six months, and twice a year forever. There will always be at least one set of recent backup tapes stored off-site. The on-site backup tapes will be stored in a safe.

Request Response Time

Requests for access and change requests will be processed where possible within 1 working day. If something has not been setup in the desired time frame, please contact the Service Desk on x51333 to log a call for support.

Server Uptime

It is envisioned that the server will rarely be unavailable. The server will have built in redundancies so that if a single part fails it does not crash the server. If the server does crash, there will always be a member of the MCSU that will be on call and will be paged within 6 minutes. There is also 4-hour response time service contract with the supplier for the server.

Server Speed

The server's ram and processor specifications should ensure that access speed to the server is kept at a high standard. The quality and speed of access to the server will be monitored and reviewed regularly.

Server Maintenance and Upgrades

The rental cost includes a component to ensure that there are sufficient funds to upgrade and replace the server on a fixed schedule so that access speed is maintained and there can be expansion to meet future demand for additional space. Any scheduled maintenance will be performed outside normal work hours to prevent disruption to work.

Server Security

All access permissions to the server will be carefully documented to prevent unauthorised access to files. No access will be given to users without the file server coordinator’s authorisation. The server itself is kept in a locked and alarmed room, and the backup tapes kept in a safe. Operating system security will be kept up to date by installing the latest security patches from Microsoft.