Email and calendaring

Prerequisites

To help ICTS service your request effectively, please ensure that you comply with the following prerequisites.

To meet general requirements:

  • Fulfil the fundamental customer responsibilities.
  • Make data recovery requests within 14 calendar days from date of data loss.
  • Use a computer with a working internet connection.
  • Ensure that you use a correctly-configured email client or web browser.

For purchasing additional mailbox space:

  • Provide the fund number, cost centre, and user ID.
  • Provide authorisation from the fund holder.

For recovery of mailbox data stored on central servers:

  • Provide the fund number, cost centre, user ID, and date from which a restore is required.
  • Provide authorisation from the fund holder.

For staff wanting to change personal details such as preferred first name or surname:

For third parties wanting to change personal details such as preferred first name or surname:

 

Availability

Excluding official monthly maintenance windows, measured on a 24 x 7 basis, email and calendaring are available as follows:

When using… Availability
An Exchange client or Exchange Web Access 98%
The secure IMAP connection 97%

 

NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.

 

Service request Service level target (working days)
Creating an email account Completed within 3 days
MS Exchange queries and problems Response within 2 days for emailed requests, 1 day otherwise
Allocating additional mailbox space Completed within 3 days
Issuing a nickname Completed within 3 days
Creating a mailing list Completed within 3 days
Creating a venue or resource in the shared calendar Completed within 3 days
Recovering email data from central servers Completed within 5 days
Changing personal details Completed within 3 days