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Wednesday 20 September
It > Policy > What you need to know

What you need to know

Service Levels

Along with ongoing maintenance, development and project work, IT Services handle an average of approximately 2,100 customer issues a month. To deal with so many incidents on a day-to-day basis it becomes necessary to assess and prioritise tasks - ensuring that those issues that will have most effect upon business of Anglia Ruskin University's core functions are addressed first.


Policies


Acceptable Use policy (2016)

This document holds the regulations for the use of our IT resources, systems and services. Our Information Technology (IT) resources, systems and services are essential to the day-to-day operation of our University. We have designed this document to provide you with brief and easily comprehensible information relating to the acceptable use of our IT facilities. For simplicity, the document is divided into three complementary parts:

  1. A summary that lists the essentials with which all our students, staff and other users should be familiar;
  2. A set of ten core principles of acceptable use that will remain stable as technology and legislation change;
  3. A suite of related guidance and examples that include some, but not all, of the specific activities that we regard as unacceptable or inappropriate.


Adobe Creative Cloud software conditions of use

Staff who have installed Adobe Creative Cloud software at home under the Anglia Ruskin Work at Home agreement are expected to follow the terms of their agreement with Adobe. Staff who leave Anglia Ruskin University will not be eligible to renew their Redemption Code.

Adobe's terms of use also apply to all users of Creative Cloud software.


Adobe Creative Cloud software update policy

  1. IT Services will not routinely apply every Adobe CC software update when it is released.
  2. IT Services will not update Adobe CC software during semester time, nor so shortly before semester that it cannot be fully tested.
  3. IT Services will perform planned updates twice a year, in January and September.
  4. Staff and students who use Adobe CC on their own computer are recommended to only update at the same times as these; this will avoid any version-version incompatibilities in the software.

eduroam conditions of use

Use of our eduroam provision is subject to our Staff Policy or Student Regulations (as appropriate), the JANET acceptable use policy (AUP) and the JANET eduroam Policy.

Use of eduroam is limited to current students and staff of member institutions.

It is an eduroam condition of use that users must remove the eduroam WiFi profile from their mobile devices when their association with Anglia Ruskin University or other eduroam member institutions ends.


Media equipment loans (2016)

IT Services Media provides media production equipment for loan to staff and students. All media equipment loans are governed by the terms outlined in the Media Equipment Loans Terms and Conditions(.pdf) document.


Email policy (2017)

Details of rules and regulations relating to the use of the University's communication and IT facilities are outlined in the Rules, Regulations & Procedures for Students, April 2009, 16th Edition.


Fairplay policy

Our 'Fair Play' campaign aims to encourage our students to keep social networking to a minimum when our open access areas are busy. This is in response to feedback from our students who rely on our open access areas to complete their coursework and revision.

Social networking sites including Facebook, Twitter and My Space are a fun way to keep in touch with friends and family, especially if you live away from home. But if you are using these sites for social networking when others need to complete their work, you may cost them valuable marks.

There is a high demand for our open access PCs, particularly during exams and hand-in periods. Please think of others and keep social networking to a minimum when our open access areas are busy.If everyone plays fair and uses our open access PCs sensibly, then we can help manage the demand when you need to complete your assignments and revision.

We suggest that you keep social networking in our open access areas to evenings and weekends and when our open access areas are less busy. If you do check these sites while on a break from your work, then keep these visits short.

Our open access PCs are primarily for study and available to all our students. We rely on you to use them sensibly and give others the chance to complete their work.

Don't be an anti-social networker - play fair and keep social networking to a minimum when our open access areas are busy.

Feedback about this campaign can be submitted here


IT Training Cancellation policy

Late cancellations, late arrivals and part attendance of a workshop can be very disruptive. If you are unable to attend a session(s) you must notify us in good time and no less than three working days before the date of an event. You can send a substitute, but again you must tell us before the day of the event.

If we do not receive adequate notification of a change of arrangements, we may charge your faculty or service a cancellation fee of £50.00 to cover the costs of the course, and incidentals such as catering, where applicable. If the course is delivered by a third party, the cancellation policy may vary and we reserve the right to charge an additional fee. For example: any external facilitator may require notification of a substitution or cancellation at least ten working days before an event - if so, any change later than this deadline could incur the full cost of your seat for the session.

We will post any details relating to cancellation in the event invitation that we email to you.

Our cancellation policy does not apply to our IT Training Clinic sessions, but we ask that you notify us as soon as you are aware that you will be unable to attend so that a place be used by another learner.



Procedures


Disposal of IT equipment

IT and associated computer equipment can no longer be put into our general waste bins. Neither can it simply be given to staff or to charities due to the Electrical Safety Regulations. It must all go via RDC, our University's licensed waste contractor for data wiping, PAT testing, refurbishment and remarketing. If it is beyond a salvageable condition then it is recycled.

To log a job for IT disposal, please visit the Estates Online web page.


Requests for Change

All changes to our live environment go through a Change Management process to ensure we minimse any risk to our services and service delivery. Our Change Advisory Board or CAB meet weekly to discuss and schedule all changes to live systems.

IT Services adopt an ITIL approach to Change Management. ITIL or the Information Technology Infrastructure Library is considered to be the de-facto-standard when planning, delivering and supporting IT services.

A copy of our ITS Change Policy (.pdf)and the ITS Request for Change (RFC) form (.pdf) that must be completed ahead of any changes can be found here.