|Standard Business Hours||9am to 5pm Monday to Friday excluding Public Holidays
|Standard Support Hours||8am to 6pm Monday to Friday excluding Public Holidays
|Critical Systems support level||The critical systems level given an indication as to the expectations
for disaster recovery priority, availability targets and the extent to which there may be response to service
outages outside of standard support hours.|
Level 1: availability target of 99.5%, DR priority 1-20, limited out of hours support for entire service outages.
Level 2: availability target of 99.5%, DR priority 1-20, out of hours support through uplift arrangements only.
Level 3: availability target of 99%. or less. No specific DR priority, out of hours support through uplift arrangements only.
|Affiliate||An affiliate refers to groups or organisations that are not formal business units of the
University but have a significant relationship with the University documented through a service agreement.
|Visitor||Visitor refers to a person who has an official relationship with a particular business area of the
University and requires access to IT services in order to service that relationship, and does not have a staff or
titleholder relationship with that business area.
|Titleholder||Titleholder refers to a person who has been conferred an academic or non-academic title,
who is not a member of the academic staff of the University of Adelaide and who has agreed to make a significant
contribution to the academic work (teaching, research or both) of the University.
|External||An external party is someone who has no formal relationship with the University but may still
be identified as a stakeholder in relation to a service.
|Business Areas||Refers to any areas (Faculty, Division, School, Branch or business unit) outside of the
technology portfolios within the Infrastructure, Property and Technology branch.