Endpoint Protection Services
Information Security and Protection Services
This service provides standardized security protection for the University workplace environments. The service identifies optimal practices, software and configurations to protect endpoint user devices from malware and hacking. The service uses software licensing, installation, configuration, troubleshooting and maintenance support for workplace devices owned by the University. Currently, the University provides NOD32 to staff members as Anti-virus protection software for workstations and servers.
Access to the service
Eligible users
Full-time staff, Part-time staff, Full-time students, Part-time students
Service hours and availability
- Service available hours: Office hours
- Service support hours: HelpCentre service hours
Service Requests and Change Requests
Policies relevant to the service
- Acceptable Use Policy for University Information Technology Facilities and Services
- Baseline Information Security Policy
- Good User Practices in Using IT Facilities and Services
- Guidelines on Virus Protection
All service request are classified as level 1 to 4 depending on its impact & urgency.
- Level 1 – Service Request Resolution Time: 2 days
- Level 2 – Service Request Resolution Time: 4 days
- Level 3 – Service Request Resolution Time: 6 days
- Level 4 – Service Request Resolution Time: N/A
All Incident are classified as level 0 to 4 depending on its impact & urgency.
- Level 0 – Incident Resolution Time: 4 hours
- Level 1 – Incident Resolution Time: 1 day
- Level 2 – Incident Resolution Time: 2 days
- Level 3 – Incident Resolution Time: 5 days
- Level 4 – Incident Resolution Time: 10 days
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(Version: 1.0)
