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Staff E-mail and Calendaring – University of Reading

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Staff E-mail and Calendaring

Description

The E-mail and Calendar Service gives Staff of the University of Reading the ability to perform the tasks expected of such a service. Namely:

  • E-mail - Ability to send and receive e-mail both internally and externally to the University of Reading. This includes the provision of security measures, for example anti-spam etc.
  • Outlook can be used offsite from anywhere.
  • Calendar - You can use the Calendar  function to arrange meetings or appointments, and view the calendars of other University of Reading staff.
  • Outlook Web Access - IT provides web access to email and calendar via the web using Outlook Web Access (OWA).
  • Mobile access - You can access your University of Reading e-mails on mobile devices.

Cost

There is no additional cost for this service - it is part of the standard offering to staff from IT.

Service Options

Staff can self-service recovery of deleted emails for a period of up to two weeks.

Requestable Items

The following specific requests can be made in relation to this service:

Requestable Item

Description

Route

Increase in quota

Extra storage space above the standard 2Gb can be requested

Via the Self-Service Portal

Create / modify / delete distribution list

IT create email distribution lists for staff allowing people to subscribe to mail lists

Via the Self-Service Portal

Create / modify / delete generic email address

IT can create generic email addresses for use with conferences and other events.

Via the Self-Service Portal

Shared mailboxes

IT can create shared mailboxes for team working.

Via the Self-Service Portal

Service Limitations

The Maximum size of a single e-mail is 30Mb.

Restrictions

The Standard e-mail storage capacity is set initially 3 GB but this can be extended on request.

IT Responsibilities

  • Operate the service, including responding to incidents and requests, in line with the Service Level Agreement.
  • Support two-way customer feedback via IT Business Partners.
  • Periodically review the service with the Customer.

Customer Responsibilities

  • Ensure users in their areas:
    1. Report faults as soon as possible via the IT Service desk.
    2. Adhere to the University of Reading acceptable use policy.
  • Provide service feedback and engage in service reviews with IT.

Service Dependencies

There are no dependencies on services outside of IT.

Service Hours

Service Hours

The service will be available 24/7

Support hours

Support will be provided in accordance with the standard IT service desk hours 08:00 - 18:00 telephone support

Weekly Maintenance Window

The service will be at risk during the normal IT at risk period

Critical Business Periods

N/A

Service Level Targets

The service level targets can be found in the specific Service Level Agreement Document.

How to Request This Service

This service is available to all schools and functions as part of core IT provision. An individual mailbox will be set up automatically when a new member of staff / visitor starts, in conjunction with Human Resources.

Service Owner and Contact details

The main point of contact

Service Desk. (ext. 6262, Self Service Portal)

Escalations

The table below shows the escalation routes for service based issues for this service.

IT

User

Level 1

Service Desk

Service Desk

Level 2

IT Business Service Owner

Users area IT representative (e.g. Head of School)

Level 3

IT Directors Group

IT Business Partner


 

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