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There are a large number of software applications that are used enterprise wide by Deakin University students and staff that directly support the delivery of Teaching and Learning, Research and the Administrative functions of the University. Deakin eSolutions provides technology and support for many of these.
Extended hours of support by teams other than the IT Service Desk are provided to support the availability of a number of Teaching and Learning applications including:
Extended hours of support are negotiated and agreed upon on an individual application basis with the University area that has overall responsibility for the application.
Small enhancement requests of less than two days work will be undertaken on an ad hoc basis for supported business applications on up to two occassions per calendar year. Note that if enhancement work is required that is greater than two days of effort, eSolutions will provide direction on how to have this work scheduled and on any funding implications. Small enhancements can include minor upgrades and the implementation of patches.
eSolutions ask that where business areas that have overall responsibility for an enterprise application, and have the ability to undertake tasks themselves through the appropriate administrative consoles, that processes are put in place to undertake this work locally.
eSolutions aims to achieve 98.5% availability of each enterprise application for each calendar month.
Support as per this service description: eSolutions is centrally funded to provide this service to all Deakin University staff and students.
External parties and events: Provision of this service for the purposes of use by external parties and events will be quoted and charged for on an individual basis.