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


Service level

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

Related Information


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(Version: 1.0)

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