Application Support

Service Description

The Application Support service manages and maintains a range of software products used by staff in order to implement, improve upon, or achieve their business processes.

ISS will assist in the examination and review of any business process, whether existing or new, where it is envisaged that either an Information Systems and/or Information Technology solution may be appropriate.

Features

  • Analysis and review of business processes (new or existing), with a view to implementing change where an information technology solution would bring benefit.
  • Host, install, configure and support appropriate application solutions.
  • Develop and promote best practices when using supported applications.
  • Advice and guidance on using Information Technology in the workplace, working off campus and at home (for users who work from home).

Users

Any member of Professional Support Services, including Faculty Support Offices

Service Hours

Consultation, advice and guidance: 09:00-17:00, Monday to Friday, excluding University closure periods.

The ISS “at risk” period is 07:00-09:00 every Tuesday. Further planned maintenance times will be publicised in advance if there will be a disruption to the service.

Level of Service

Actions and timescales are determined by mutual agreement with the user.

Support and Documentation

Support is available via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

All incidents relating to this service will be handled according to the ISS Incident Management and Major Incident Management processes.

Request Process

To request assistance or simply discuss new or existing arrangements, please contact
iss-apps-support@ncl.ac.uk in the first instance.

Requests for any other aspect of the service should be made via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

 All requests relating to this service will be handled according to the ISS Request Fulfilment process.

User Responsibility

It is the user’s responsibility to ensure ISS’s involvement is sought as quickly as possible with respect to engaging with and initiating any new business process or modifying an existing one. The earlier ISS is involved increases the effectiveness of ensuring the correct solution is obtained in the most cost effective manner.

Costs

There is no charge for ISS’s service but, if a project is undertaken that results in the implementation of a new software application and/or hardware, the user will be liable for these costs.