Out of Hours Support for IT Department

The request was successful.

Dear De Montfort University,

Under the Freedom of Information Act, please provide answers to the following:

1. What is the out of hours support service for the IT Department?
1.A) If you have a policy for the above, please provide this.
2. Is the out of hours arrangement part of the staff contract or best endeavours?
3. Is this out of hours support paid and if so, what is the payment structure that is used?
4. If the out of hours support is not provided by internal staff, is this contracted out to external providers?

Yours faithfully,

Mary Greencup

Justine Asquith, De Montfort University

Dear Madam,

FREEDOM OF INFORMATION ACT 2000

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Yours sincerely,

Fraser Marshall
Information Governance Manager
Information Technology & Media Services
DE MONTFORT UNIVERSITY
T: +44 (0) 116 257 7655
E: [email address]
W: dmu.ac.uk

Responsible for: Freedom of Information, Data Protection Act compliance and Records Management

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Justine Asquith, De Montfort University

1 Attachment

Dear Madam,

 

FREEDOM OF INFORMATION ACT 2000-INFORMATION REQUEST

 

Your request for information has been considered under the requirements of
the Freedom of Information Act and the information is below:

 

1. What is the out of hours support service for the IT Department?

Service Desk – 3^rd party company 17:00 – 08:00 weekday, weekend and
public holidays

Infrastructure – On call rota. 18:00 – 08:00 working day, 08:00 – 08:00
non-working day

 

1.A) If you have a policy for the above, please provide this.

This information is exempt because it contains internal operating
procedures that would facilitate a hostile party to infiltrate DMU’s
systems or to avoid detection having done so, consequently, it cannot be
placed into the public domain. This information is exempt under S31(1) :
law enforcement – “Information which is not exempt information by virtue
of section 30 is exempt information if its disclosure under this Act
would, or would be likely to, prejudice (a)the prevention or detection of
crime”.

 

2. Is the out of hours arrangement part of the staff contract or best
endeavours?

            Best endeavours.

 

3. Is this out of hours support paid and if so, what is the payment
structure that is used?

Paid. On call fixed fee and call out fee for number of hours worked.

 

4. If the out of hours support is not provided by internal staff, is this
contracted out to external providers?

Service Desk function is contracted to an external provider.

 

If you have any queries please get in touch with me to discuss them.  You
might like to know that the University’s website [1]www.dmu.ac.uk contains
a section on the Freedom of Information Act that lists other publications
readily available from the University under its Publication Scheme.

 

Yours sincerely,

 

Fraser Marshall

Information Governance Manager

Information Technology & Media Services

 

DE MONTFORT UNIVERSITY

T: +44 (0) 116 257 7655

E: [2][email address]

W: dmu.ac.uk

 

Responsible for: Freedom of Information, Data Protection Act compliance
and Records Management

 

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Act 2000 request will be subject to copyright protection. In most cases
the copyright will be owned by De Montfort University. The copyright in
other information may be owned by another person or organization as
indicated in the information itself.

 

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