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Service Level Agreement

This agreement is made between the University of East Anglia and you, the end user. The agreement covers the provision and support of the Netcommunity service, which covers all functions and web pages within the Netcommunity system. This agreement remains valid for 12 months from 04/01/2011. The agreement will be reviewed annually. Minor changes may be recorded at the bottom of this page.

Service description:

The Netcommunity service consists of dynamic web pages, features such as email forwarding, online donation and event registration, directory services and interactive media such as photographic and video content. The Netcommunity service is primarily intended for use by graduates of the University of East Anglia.

Scope:

Unregistered users can expect the following level of service:

Access to pages and features deemed suitable for unregistered users: A maximum query or registration response time of five (5) working days, excluding the following days: Monday 3 January, Thursday 21 April, Friday 22 April, Monday 25 April, Tuesday 26 April, Friday 29 April, Monday 2 May, Monday 30 May, Monday 29 August, Friday 23 December, Monday 26 December, Tuesday 27 December, Wednesday 28 December, Thursday 29 December, Friday 30 December

Registered users can expect the following level of service:

Access to pages and features deemed suitable for the role assigned to you (e.g. Staff Member, UEA Alumni): A maximum query, unsuitable material or profile change response time of five (5) working days, excluding the following days: Monday 3 January, Thursday 21 April, Friday 22 April, Monday 25 April, Tuesday 26 April, Friday 29 April, Monday 2 May, Monday 30 May, Monday 29 August, Friday 23 December, Monday 26 December, Tuesday 27 December, Wednesday 28 December, Thursday 29 December, Friday 30 December

Service hours:

Subject to the terms and conditions of this Agreement, the University of East Anglia shall attempt to provide service for twenty-four (24) hours a day, seven (7) days a week throughout the term of this Agreement. The end user agrees that from time to time the service may be inaccessible or inoperable for any reason, including, without limitation: (i) equipment malfunctions; (ii) periodic maintenance procedures or repairs which the University of East Anglia may undertake from time to time; or (iii) causes beyond the control of the University of East Anglia or which are not reasonably foreseeable by the University of East Anglia, including, without limitation, interruption or failure of telecommunication or digital transmission links, hostile network attacks, network congestion or other failures. You agree that the University of East Anglia has no control of availability of service on a continuous or uninterrupted basis.

Customer support:

To report any technical issues with the service during working hours, please email netcommunity@uea.ac.uk.

Functionality:

The Netcommunity service is optimised for use with Internet Explorer. Go to http://www.microsoft.com/windows/internet-explorer/default.aspx to download the latest version.

Security:

The University of East Anglia is committed to the security of personal information and has security procedures in place to protect against loss, misuse or alteration of personal information under the University’s control. A number of fill-in forms are provided on the Netcommunity service. The pages containing these forms include information on how data submitted on them will be processed and used, and such information is held by the University in accordance with the provisions of the Data Protection Act 1998. The information collected will only be used for the stated purpose, and, by supplying such information you consent to the University storing the information for that purpose.

Responsibilities:

You are entirely responsible for maintaining the confidentiality of your password and account information. You agree that you are solely responsible for all acts, omissions and use under your account or password. You shall be solely responsible for undertaking measures to ensure the confidentiality of your password. If your password is lost, stolen or otherwise compromised, you shall promptly notify the University of East Anglia, whereupon the University of East Anglia shall suspend access to your account by use of such password and issue a replacement password to you. The University of East Anglia will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for losses incurred by the University of East Anglia or another party due to someone else using your account or password.