Sophos (anti virus software)

Webpages

• http://www.gla.ac.uk/services/computing/downloads/antivirus/

Description of services

The Universities current solution for Antivirus software is Sophos. It is available to members of Staff, postgraduates and registered students at no cost to the end user as it is centrally funded.

Availability

24x7x52 subject to occasional maintenance downtime.

Support

• Users should use Help desk self-service where available,
  http://www.gla.ac.uk/it/selfservice (registered GUID required)
  Alternatively:
  e-mail: helpdesk@it.gla.ac.uk
  web: http://www.gla.ac.uk/it/helpdesk

• IT Support staff should raise a call in Supportworks to the “ITS CS Desktop Support Team".
  Alternatively:
  e-mail: helpdesk@it.gla.ac.uk
  web: http://www.gla.ac.uk/it/helpdesk

Service standards

Acknowledgement of calls within 8 business hours and resolution within 40 business hours in normal circumstances.
Users’ satisfaction with IT Services as a whole is measured through online surveys on call resolution. Our target is a minimum of 85% satisfaction.

Charges and fees

Centrally funded.  No charge at point of use.

Service Adoption enquiries

IT Helpdesk
e-mail: helpdesk@it.gla.ac.uk
web: http://wwww.gla.ac.uk/it/helpdesk

Customer service issues

Service issues should be raised in the first instance with

IT Helpdesk
e-mail: helpdesk@it.gla.ac.uk
web: http://wwww.gla.ac.uk/it/helpdesk

or subsequently with

Director of IT Services
James Watt North Building
University of Glasgow
G12 8QQ