Accessibility statement

Incident management system: Footprints

 

Overview

We have changed the service desk software that we use to deal with IT queries.

Please email itsupport@york.ac.uk or call us on +44 (0)1904 323838 with any IT queries. Issues will normally be handled Monday to Friday, 9am to 5pm.

When you submit an issue, you will receive an automatic email containing a unique issue number to let you know it has been received. You will then receive further emails to request more information and/or give you the answer to your question. Staff may also contact you by phone.

We are in the process of transferring our Knowledge Base articles from Footprints to the new service desk tool.

Our commitments

Service status Live and supported service.
Hours of service 24/7
Service support For help and support with this service, contact the IT Support.
Hours of support Help from the Library & IT Help Desk is available 9am to 5pm, Monday to Friday.
Target availability

General IT Services targets:

Resilience Two servers are mirrored between data centres and have automatic failover in case of disaster.

If the service goes down, access to incoming emails for all workspace can be read and responded to via Google Mail.
Review cycle

Reviewed when standards change or supplier support is removed.

Upgrades are scheduled when released by supplier, usually once a year.

Our performance

Our service standards have been produced in consultation with our customers, and monitor the quality, timeliness and access to facilities and services:

Complaints procedure

If you wish to give us general feedback on this service, please see our Feedback page for ways to get in touch.

If you wish to make a complaint, please see our complaints procedure.