All customers should escalate via the IT Hub Portal first – using the ticket that has previously been raised.  Navigate to the IT Hub Portal using the shortcut found n your computer desktop:-                  On the page that opens, you will find your currently open tickets listed at the bottom of the page :- Click on the relevant ticket to open it, and you will see all updates on the ticket. At the bottom click on the ‘Add Note’ button to add further information or request an update :-                  This will send you message to the engineer, or team dealing with it.  

IT Service Level Agreement This document discusses the Service Level Agreement (SLA) under which the Trusts internal IM&T Department will provide IT Services to University Hospitals NHS Foundation Trust. A formal Service Level Agreement, (SLA), is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of that service. In UHSussex, the SLA is managed and monitored using our ITSM tool – Freshworks. The below page is published on the IT Hub User Portal: UHSussex IT Service Level Agreement (SLA) | Knowledge Base | IT Hub - 08:00 - 17:00 - Monday - Friday (freshservice.com) UHSussex IT Service Level Agreement Below is a copy of the SLA that IT will respond to dependent on the priority of the Incident or Service Request raised. Note Urgent Priority Incidents are ‘IT Critical Incidents’ and would involve the invoking of the IT Critical Incident Process. Monitoring of SLA Within the Freshwork’s tool set, is an Analytics tool which allows the creation of live dashboards and in-depth reports. It is this that is used to monitor and manage the SLA status of all IT works. The below live SLA Performance dashboard is published and available to all IT Managers in UHSussex. 30 Day SLA Performance It is the responsibility of the IT Department Managers to monitor the SLA performance of their teams. Escalation If a reported Incident or Service Request requires escalation, this should be escalated via the IT Hub Portal in the first instance – on the ticket that has been raised. https://nhs.freshservice.com/support/login If there is a need to escalate further, customers should follow the below chart. The IT Hub Service Desk team will then direct the escalation appropriately. Named Contact Escalation Point Role Email Telephone N/A 1st IT Hub Service Desk 01903 205111 ext. 65777 Don Prince 2nd IT Hub Service Desk Manager don.prince1@nhs.net TBC Simon Drew 3rd IT Service Delivery Manager simondrew@nhs.net +447769 241070

Accessing Fresh service from a Kiosk machine  Kiosk machines are common in clinical areas. They allow a users to quickly tap in and our of work stations. Because of the way kiosks are set up the first time you use Fresh on a Kiosk machine is slightly different to a standard workstation.  1. First double-click IT Self Service via the IT Support folder   2. On the log in page click "Forgot password" 3. Input your NHSMail email address and press "Request Reset Link" 4. You will then get an email from Fresh. Click the reset link on the email.  Note: If you cannot see this email check your Junk folder  5. You will be taken to the reset page. Set your new password for fresh. 6 Once your password is reset is complete, click continue to log in and enter your email and new Fresh password to sign in 7. Once you are signed into Fresh, Imprivata (SSO) should save your Fresh log in. Next time you load Fresh on a Kiosk machine, it will log you in automatically. This will not affect using Fresh on standard workstations.