For Students Digital Services Student Charter

Our Commitment to You

Digital Services is dedicated to providing reliable, secure, and innovative technology solutions that support your learning, research, and campus experience. We will:

• Deliver Accessible Services: Ensure systems and resources are available, inclusive, and meet accessibility standards.
• Provide Timely Support: Offer responsive help through our Service Desk, online guides, and self-service tools.
• Maintain Security and Privacy: Protect your data and uphold confidentiality in line with GDPR and university policies.
• Enable Digital Learning: Support teaching spaces, Audio Visual (AV) technology, and online platforms for a seamless learning experience.
• Communicate Clearly: Keep you informed about service updates, planned maintenance, and incidents.
• Seek Feedback: Engage with students through surveys and forums to improve services continuously.

Your Responsibilities

To help us deliver the best service, we ask that you:

• Use Services Responsibly: Follow IT policies, including the Acceptable Use Policy.
• Check Communications: Regularly review your university email and notifications for important updates.
• Respect Shared Resources: Use university systems and spaces in a way that supports all users.
• Protect Your Credentials: Keep passwords secure and report suspicious activity immediately.
• Engage with Support: Report issues promptly and provide accurate details to help us resolve them.
• Update Devices: Ensure your personal devices meet security requirements for network access.

Service Standards

• Availability: Core systems (email, VLE, Wi-Fi) available 99% during term time.
• Response Times: Service Desk queries acknowledged within 1 hour; resolution targets vary by priority.
• Maintenance Notifications: At least 48 hours’ notice for planned downtime.
• Feedback Channels: Annual student IT satisfaction survey, adhoc feedback requests and ongoing consultation through Student Liaison Groups.
• Performance Targets: We aim to meet published KPIs for system uptime, response times, and AV support.

Audio Visual and Digital Learning Spaces

We are committed to providing high-quality, technology-enabled learning environments. We will:

• Maintain AV Equipment: Ensure teaching spaces are equipped with reliable AV systems that meet university standards.
• Upgrade Facilities: Continuously refresh and improve AV technology to align with emerging standards and student needs.
• Respond Quickly: Prioritise AV issues that impact teaching delivery, with rapid response during scheduled classes.

Your Role:

• Treat AV equipment and digital spaces with care.

Complaints and Resolution

If things go wrong:

• We will treat concerns seriously and aim to resolve them promptly.
• Complaints can be raised through the Service Desk or Digital Services complaints process.
• Actions taken and improvements will be published annually for transparency.

Getting Help

• Service Desk: Available via phone, email, and online portal.
• Self-Service: Knowledge base and FAQs for common issues.

Continuous Improvement

We commit to reviewing this charter annually and updating it based on student feedback and technological developments.