JISCMail Service Level
- The JISCMail service will have a 99.5% availability
- JISCMail provides an on-call systems cover 365x24, outside of office hours
- JISCMail aims to deliver all messages posted to lists
- The JISCMail website will be available 365x24 excluding scheduled maintenance
- The JISCMail website will include monthly monitoring reports of the service
- The Helpline will be staffed during office hours; 9.00am-5pm (Mon-Fri), except when Public Holidays occur. Email/Fax and Voicemail can be recorded 365x24 and will be dealt with within office hours
- All new list requests will be processed within a maximum of five working days. Those new lists that successfully meet list criteria will be processed within a maximum of three working days
- All enquiries will receive an initial response from the Helpline along with a unique reference number. Full resolution of at least 95% of enquiries will be achieved within five working days
- Scheduled downtimes will be advertised on the website via the News section. Details will also be distributed to list owners via the OWNERS-ANNOUNCE JISCMail list two weeks prior to scheduled downtime
- JISCMail has sophisticated anti-spam and anti-virus mechanisms in place
- Comprehensive documentation will be available via the JISCMail website
- Lists are checked for clarity and correct categorisation
- Lists will be checked periodically to ensure that all lists meet the required list criteria
- All users will be contacted annually with details of their subscriptions
- Postings and/or attached images that are offensive, menacing, racially discriminatory, obscene, abusive, defamatory, or in breach of copyright, confidence, privacy or any other rights will be removed from the archives of a list by the helpline staff
- Files may be uploaded and stored within a list's Files Area
- All public lists are available for review but email addresses can only be reviewed at the lists owner(s) discretion
- List owners who elect to have message archives associated with their lists will be contacted after five years to determine their wishes for a future retention period
- List owners of lists not used for more than twelve months will be contacted to see if they wish to either retain or remove the list
- Co-owners and list members will be contacted if the list owner leaves the list without first arranging a suitable handover
JISCMail
Building R89, F16
Science and Technology Facilities Council
Rutherford Appleton Laboratory
Harwell Science and Innovation Campus
DIDCOT
Oxon
OX11 0QX
Building R89, F16
Science and Technology Facilities Council
Rutherford Appleton Laboratory
Harwell Science and Innovation Campus
DIDCOT
Oxon
OX11 0QX
Email: helpline@jiscmail.ac.uk
Tel: 01235 44 6780
Web Helpline
Copyright © JISCMail 2000-2011