Service Catalogue
Charged Services - Details
Desktop Support
Year of service & date of last review
2011 - 2012 (01/09/11)
Description of service
This service provides desktop support for the IT Service PC Lab Hire service and the Staff Desktop service.
This service covers:
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commissioning new desktops / notebooks, printers and smart phones purchased from the University-approved list);
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upgrading operating systems;
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resolving day to day desktop problems.
Supplier(s) upon whom the service depends
Not applicable.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
Who may purchase the service & what the charges are
This service is available to academic departments, support services, and organisations on campus which comply with the Microsoft Campus licensing criteria (the organisation must be working closely with the university to support the students and not for any other commercial purpose – further information available on request).
The charge to academic departments and support services is £202 per desktop per year, and to organisations on campus, £355 per desktop per year.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See Staff Desktop XP web pages.
FAQ
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How do I get advice on buying a new computer?
Domain Name Registration
Year of service & date of last review
2010 – 2011 (01/03/10).
Description of service
This service registers, manages and renews domain names, and offers advice in relation to such.
Supplier(s) upon whom the service depends
Several domain registry / registrar operators:
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mainly JANET Ltd. for .ac.uk domains;
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Nominet UK for other .uk domains;
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Dynadot.com for .cn domains (China);
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Total Registrations for most other domains.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
The domains, once correctly registered, are available 24/7.
Who may purchase the service & what the charges are
The service is available to academic departments, support services and external organisations at the following rates:
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managing a domain registered by a third party costs £15 per year;
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.ac.uk domains cost £125 per year (including administrative costs);
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.gov.uk domains cost £100 per year;
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other .uk domains (.org.uk, .co.uk, etc.) cost £40 for two years (Nominet-specified minimum registration);
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all other domains (.com, .net, .org, .biz, .info and .it) are priced at £40 per year with discounts applied for multiple years (£70 for 2; £95 for 3; £115 for 4 and £140 for 5).
See Domain Name Registration web page for further information.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See Domain Name Registration web page for further information.
FAQ
See Domain Name Registration web page for further information.
Encrypted Transfer of Data (Secure Socket Layer)
Year of service & date of last review
2010 – 2011 (01/03/10).
Description of service
This service provides Secure Sockets Layer (SSL, also known as Transport Layer Security (TLS)) certificates for encryption of web traffic or other internet applications, and advice on their implementation and management.
Supplier(s) upon whom the service depends
The JANET Server Certificate Service operated by JANET Ltd. and a number of commercial certificate vendors.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
The certificates themselves have availability as for the service they protect.
Who may purchase the service & what the charges are
The service is available to academic departments, support services and external organisations at the following rates:
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.ac.uk domains, £30 for 2 years;
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other domains, £140 for 1 year, £210 for 2 years, £280 for 3 years, £350 for 4 years and £420 for 5 years.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See Domain Name Registration web page for further information.
FAQ
See Domain Name Registration web page for further information.
Internet
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service gives access to the Internet, providing access to web pages and communication with other Internet connected computers. Access to the Internet is secured using firewall technology; however the content of Internet traffic is not filtered by the University.
Supplier(s) upon whom the service depends
EMMAN Ltd, JANET(UK), NTL/Virgin Media, Cisco, and Logicalis.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who may purchase the service & what the charges are
Any organisation on campus.
Pricing depends upon location, bandwidth and service required. The most basic, small, commercial bandwidth installation can be installed for £150 and will be charged at £50 per month.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
N/A
Manual Registration
Year of service & date of last review
2010 – 2011 (01/03/10).
Description of service
This service registers non-standard users (short course and conference attendees, tenants and partner organisations, employees of wholly owned or spin-out companies of the University, students of other educational establishments or sporting organisations) for IT accounts and provides "role" accounts for use by University departments.
Supplier(s) upon whom the service depends
None.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
Who may purchase the service & what the charges are
The service is available to academic departments, support services and organisations on campus. Rates vary according to the status of the applicant or to the applicant's organisation and range from £12.50 to £275. Details can be found in the registration policy web pages.
Help & Support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See the registration policy web pages.
F.A.Q.
See the registration policy web pages.
Non-Core Network
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides a managed networking service, from Internet connectivity, through to the socket on the wall and PC on the desk.
Supplier(s) upon whom the service depends
EMMAN Ltd, JANET(UK), NTL/Virgin Media, Cisco, and Logicalis.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who may purchase the service & what the charges are
Any organisation on campus can purchase this service. Network services are bespoke to the organisation and their requirements, so pricing can only be discussed following a requirements' analysis.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
N/A
PC Lab Hire (Labs owned by IT Services)
Year of service & date of last review
2010 - 2011 (31/05/11).
Description of service
This service provides a secure, Windows 7 operating system with required software for conferences and / or training within IT Services' PC labs.
Supplier(s) upon whom the service depends
Not applicable.
Hours of service
Out-of-semester only, 8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
Who may purchase the service & what the charges are
This is available to academic departments, support services, and organisations on campus which comply with the Microsoft Campus licensing criteria (the organisation must be working closely with the University to support the students and not for any other commercial purpose – further information available on request).
The cost of lab hire varies depending upon whether a specialised operating system image is needed and what software is required. Additionally, user registration is £12.50 per user.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
For general information regarding the computer labs. For labs information for staff.
Personal PC / Laptop Support (The IT Pitstop)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This charged service provides support of PCs and laptops owned by individuals rather than the University. It is run by an independent contractor working within IT Services and can provide system rebuilds, virus cleans, hardware faults, warranty repairs, for personally-owned computers, whether desktop or laptop.
Supplier(s) upon whom the service depends
Hours of service
Term-time: Monday to Friday 11:30 a.m. to 5:30 p.m.
Holidays: telephone 0844 9910019.
Who may purchase the service & what the charges are
Any member of the University may purchase this service in relation to their personally owned computer.
For charges, see IT PitStop web page.
Help & support (including hours)
As above.
How to obtain access to the service & start using it
Please visit the ground floor of the Haslegrave Building Room during opening hours or phone 0844 9910019.
What training & documentation are available to help?
See IT PitStop web page.
Additional Information
This service functions in close collaboration with the PC Clinic.
Server Back-up and Restore
Year of service & date of last review
2011 - 2012 (05/01/12).
Description of service
This service is designed for disaster recovery purposes and provides back-up of customer-owned servers at regular intervals, and restoration of data after hardware failure, etc. It is not intended for the structured archival of material which the University needs to preserve. The back-up of staff desktop machines is covered by a separate service (see PC Support service).
Supplier(s) upon whom the service depends
Oracle and Symantec.
Hours of service
24/7 except for planned maintenance and unforeseen incidents.
Who may purchase the service & what the charges are
Academic schools and support services running servers managed or hosted by IT Services are entitled to this service without additional cost. For other servers we reserve the right to charge at cost. Organisations on campus may use the service only as part of the Server Management service.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
Half a day's consultancy is included within the cost to aid set-up or assist in restore operations.
Server Management of Hosted Servers
Year of service & date of last review
2011 – 2012 (01/09/11).
Description of service
This service provides server hosting and management, including technical consultancy and liaison with third-party suppliers.
Supplier(s) upon whom the service depends
The service works closely with a number of suppliers of both software and hardware in order to meet the bespoke needs of the customer.
Hours of service
24/7, except for planned back-up, planned maintenance and unforeseen incidents.
Who may purchase the service & what the charges are
The service is available to academic departments, support services and organisations on campus at the following rates:
| Service | Overview of Charges | |
|---|---|---|
| Charges for Departments subject to COMA | Charges for External Organisations | |
| Server specification, procurement and set-up | £530 | £1,100 |
| Server management (including security) | £2,000 per annum | £4,000 per annum |
| Full Server Backup | See Server Backup and Restore | See Server Backup and Restore |
| Migration of department-run servers to IT Services management | Work involved for initial set-up will be charged according to staff time involved in each individual case. | |
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See Hosted Server service web pages.
F.A.Q.
Service Desk
Year of service & date of last review
2011-2012 (01/09/11).
Description of service
A single point of contact for all IT Services' customers / users providing:
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Incident / Service Request logging (via telephone or e-mail);
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initial diagnostics and resolution;
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operational escalation to support teams;
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end-to-end ownership of all calls.
Hours of service
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Who is entitled to use this University-funded service?
All staff and students.
External organisations based on campus, providing they have entered into a support agreement with IT Services.
How to obtain access to the service & start using it
Tel: 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
FAQ
Survey design and analysis using Optical Mark Recognition (OMR)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides:
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questionnaire design, scanning and analysis for research and management purposes;
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pedagogic guidance;
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a wide range of results reporting.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who may purchase the service & what the charges are
Academic departments and support services may purchase the service which is typically used within externally-funded projects. Charges are negotiated on a case-by-case basis.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Services' E-Learning Systems team (e-mail learn@lboro.ac.uk).
What training & documentation are available to help?
Training courses for staff are run in association with Staff Development and one-to-one training is available on request.
OMR Help is also available.
Telephone
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
The service provides both analogue and digital telephones and can include support and maintenance, voicemail, billing, call-logging data provision, IP telephony and a call-handling service.
Supplier(s) upon whom the service depends
Siemens, Cisco, Voiceconnect, Focom, BT, Primus, Virgin Media, and Thus.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who may purchase the service & what the charges are
The service is available to academic departments, support services and organisations on campus. Charges are as follows:
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installation of traditional line, £45 or £90 depending on the cabling in the building;
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line rental, £110 per year per line;
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refurbished analogue handsets are available free of charge or can be ordered directly from www.rocom.co.uk;
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voicemail box, one-off charge of £20 for academic departments and support services and £40 for organisations on campus.
Charges for non-standard equipment vary and are available on request.
For IP telephony, new, basic handsets cost £130 and other product and service information is available on request.
Help & support (including hours)
Support is available from the telephone exchange via the switchboard by dialling 0 or e-mailing Telephone.Services@lboro.ac.uk.
Support is available 8:30am to 5:30pm Monday to Thursday and 8:30am to 5:00pm on Friday.
How to gain access to the service and start using it
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For telephone installations, moves and changes, e-mail Telephone.Services@lboro.ac.uk with details and charge code if applicable, or use the telephone web form.
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New installations and moves requiring physical engineering work will usually be completed within two weeks of the request being received.
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Requests for voicemail and changes which do not require engineering work will usually be completed on the same working day.
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Information about using the telephone service can be found on our web pages .
What training & documentation are available to help?
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Training courses are arranged periodically by Staff Development.
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The Telephone Services manager is available to visit departments to discuss any specific training or consultancy needs.
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Information about using the services can be found in Telephone Service web pages and in the centre pages of the internal telephone directory.
F.A.Q.
Additional Information
The telephone directories are manually updated so departments and services should inform the telephone service of new and moving personnel to ensure that directory records are as accurate as possible. This can be done via the Telephone Book Change Request web form.
Wireless (Wi-Fi)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service gives users wireless access to network resources via devices with suitable wireless adapters.
Supplier(s) upon whom the service depends
EMMAN Ltd, JANET(UK), NTL/Virgin Media, Cisco, and Logicalis.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who may purchase the service & what the charges are
Any organisation on campus may purchase this service. Network services are bespoke to the organisation and their requirements so pricing can only be discussed following a requirements' analysis and depends upon location, bandwidth, and service required.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
See Wireless web pages.
F.A.Q.
See Wireless F.A.Q..