Service Level Agreement and Contact Details

Service Level Agreement

The Research Applications and Data Management Team provide both

• Application Support
  • 1st Line - Incident/request management and User advice,
  • 2nd Line - Incident fix and Problem resolution, and
• Application Development
  • Project Initiation, solution design, build, test and deploy

to Research Groups from all areas on the University.

In line with IT Services SLA, we aim to acknowledge 90% of queries within 4 hours. However, during busy periods, depending on the urgency of the query, it may take up to 24 hours for a response from a member of our team.

See our full SLA for details of Incident and Request Response times.

Contact details

The team can be contacted in three ways:

• Email: researchapps@abdn.ac.uk
• Telephone: If a member of staff is out of the office then their voice mail will state this and you can either leave a message for when they are back or contact another member of the team.
• Personal Queries: You are more than welcome to visit our offices (Rooms 1:035-1:038 Polwarth) but you may want to phone to check that the person you want to see is around.