The Service is for
Business to Business
Service Description
The Additional Persons Support Service is provided by DIS to the Staff maintaining the records on the Additional Persons system. The service provides a mechanism to:
- Log issues in the Additional Persons system
- Request changes and fixes
- Facilitate loading of data and reporting
Contact Details
Users can request Additional Persons support by contacting the IT Service Desk.
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
Additional Persons is owned and maintained by Digital & Information Services, Admin Support.
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
- Girvan Bell, Queen’s ITrent Support
- g.bell@qub.ac.uk or Tel: 028 9097 6284
- Michael Ward Queen’s iTrent Support
- M.ward@qub.ac.yk or Tel 6297
- Level Two escalation
- Assistant Director (Digital & Information Systems)
- Level Three escalation
- Ian Purdy, Interim Director (Digital & Information Services)
- i.purdy@qub.ac.uk or Tel. 028 9097 6346
Response to out of hours escalation is on a best endeavours basis.