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*EISD Information Systems,* University College London

*Service Definition for Wiki Service*

*Service Identifier CSD00314*

| Section 1 | Document Control |
| Section 2 | Introduction |
| Section 3 | Purpose of Service |
| Section 4 | Eligibility for Service |
| Section 5 | Detailed Service Description |
| Section 6 | Service Availability and Quality Expectation |
| Section 7 | User Support |
| Section 8 | Technical Support |
| Section 9 | Exclusions, Exceptions and   Limitations |
| Section 10 | Service Change Requests |
| Section 11 | Related Service Elements |
| Section 12 | Charging |
| Section 13 | Service Conditions |
| Section 14 | Contact Details |
*1{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;*{*}Document Control*

Document Name: &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; csd00314.doc

Revision History:
| April 2007 | 1.0-6.0 | Chris Dillon | First-sixth drafts |
| March 2008 | 7.0 | Chris Dillon & Tina Barclay | Seventh draft |
| April 2008 | 8.0 | Chris Dillon | First version |
| April 2008 | 9.0 | Tina Barclay | Second version |

This document has been drawn up to describe the service staff and students can expect when using the wiki service supported by Information Systems at UCL. It is a communication tool to help manage expectations, clarify responsibilities, and provide an objective basis for assessing service effectiveness.

*3{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;*{*}Purpose of Service*

This service provides users with a wiki which can be used for creating group-authored webpages, for example, Wikipedia-style structures of information in academic departments, sharing documents and, sharing knowledge base-style articles. It should not be used for storing documents, images or media files. Please contact ltss@ucl.ac.uk to discuss your requirements.

*4{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;*{*}Eligibility for Service*

The service is available free of charge to UCL staff and students who wish to develop a wiki. End-users external to UCL may approach a UCL Computer Rep for a visitor UCL user id.

*5{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;*{*}Detailed* *Service Description*

A wiki is a website that may be edited by its users through a browser. The most famous wiki is Wikipedia (http://www.wikipedia.org).

Wikis are typically used for storing structures of data. They may be used for collaborative working as a more flexible alternative to shared drives. However, they should not be used as file stores, for example for multimedia files.

The service comprises the wiki software available at http://wiki.ucl.ac.ukrunning on a server maintained and supported by Information Systems. This UCL Wiki is based on Confluence. The wiki is accessed through a Web browser.

End-users eligible (see 4 above) to use the wiki, gain access to it with their UCL user id. Only members of UCL staff may apply to wiki-support@ucl.ac.ukto create a space (root hierarchy) in the wiki. Staff are able to create their own personal spaces.

Spaces in the wiki should have names based on the UPI organisational structure document, which lists names for every part of UCL. Cases of difficult naming may be referred to the Eligibility Group.

h1. 6&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Terms and Conditions of Use

These guidelines should be used in conjunction with UCL's Computing Regulations and Policy on Electronic Mail which form part of the Information Security Policy ( www.ucl.ac.uk/cert/swg/policy.html).
* If      you are a space owner, you are responsible for the content you create and      for maintaining an active awareness of changes made to your wiki by those      you have given permission to edit pages.&nbsp;
* No      attempt should be made to pass off a wiki content as being officially      sanctioned by UCL without approval from the relevant head of department.
* In      accordance with the UCL Computing Regulations, you must not create, store,      download or transmit material that is offensive, obscene or indecent. Such      materials will always include, but at UCL's discretion may not be limited      to, such materials as are deemed offensive, obscene or indecent under The      Obscene Publications Act 1959, The Sex Discrimination Act 1975, The Race      Relations Act 1976, The Protection of Children Act 1978, The Public Order      Act 1986, and the Criminal Justice and Public Order Act 1994. .
* You      will not impersonate someone else, send messages which purport to come      from someone else, or use a forged address (spoofing) , or adopt an      inappropriate username.
* IS      and UCL have the right to remove, edit, move or close any wiki at any time      should they see fit.
* Failure      to comply with the conditions in this document or UCL's Computing      Regulations may lead to UCL disciplinary procedures being invoked, with      penalties that include suspension from the use of all UCL computing      facilities for extended periods. Serious cases may lead to expulsion or      dismissal from UCL and may involve civil or criminal action being taken      against you.


h1. 7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Service Availability and Quality Expectations.

The service is generally available for 24 hours a day, 7 days a week.

Notice of all outages will normally be put on the Service News section on the wiki homepage and on Information Systems Service News, except in case of emergencies.

In addition, outages due to IS systems and network upgrades may limit service provision on Tuesday and Thursday mornings between 08:00 and 09:00. Occasional weekend shut-downs are arranged which affect all UCL services; these are agreed with senior UCL management and advance notice is given. Every effort is made to minimise the number of weekend shut-downs. Operator cover is from 8am to 7pm, Mon. to Fri. All IS systems, including equipment enabling network access for student owned systems in halls of residence, run unattended overnight and at weekends. If they fail, service may not be restored until the next working day.

h1. 8&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Technical Support

The wiki service is supported by Information Systems.

Whenever significant system bugs which may affect the service to users are identified, these are posted on the Service News section of the IS website.

*Disk backup:* An incremental backup of the wiki server to tape is taken every night.

*Confluence Plugins:* Users may request new modules and plugins to be added to the wiki service. Requests should be made to wiki-support@ucl.ac.ukand will be approved by the EISD Web Applications Development group which meets every six weeks.

h1. 9&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;User Support

*New Wiki Spaces:* Requests for new wiki spaces and other queries specific to the service should be e-mailed to wiki-support@ucl.ac.uk who aim to reply to and/or refer queries within three working days of their arrival.

*Support:* Support documentation is available on the wiki. Email queries should be directed to wiki-support@ucl.ac.uk. &nbsp;Support is also available from the Learning Technology Support Service - LTSS (ltss@ucl.ac.uk) and the Faculty Information Support Officers - FISOs (fiso@ucl.ac.uk). A limited amount of support is also provided by the Open Learning Centre (www.ucl.ac.uk/is/olc).

*Training:* Contact the Learning Technology Support Service - LTSS to discuss training requirement (ltss@ucl.ac.uk)

Users requiring further help should use the online training materials and information provided by the wiki community at: http://confluence.atlassian.com/display/DOC/Confluence+Documentation+Home

h1. 10&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Exclusions, Exceptions and Limitations

Wiki users should be aware that IS does not design or create content for the wiki.

Wiki spaces should not occupy more than 500Mb of filespace. However, users may not upload individual files larger than 10MB. Users can obtain advice about how to deal with large files by contacting the Learning Technology Support Service - LTSS (ltss@ucl.ac.uk), Faculty Information Support Officers - FISOs (fiso@ucl.ac.uk) the the IS Helpdesk or the Open Learning Centre (is-olc@ucl.ac.uk).

Wikis are collaborative by design, therefore wiki space owners must maintain an active awareness of the contents of the wiki space, and remain subscribed to the wiki space to monitor changes to pages. Wiki space owners should also be aware of&nbsp; _Terms and Conditions of Use -_ _&nbsp;_{_}Section 6_

Wiki spaces should not:
* replace parts of the UCL website      or departmental websites. Contact your relevant&nbsp; head of department/division.
* be used for conducting entire      blended or online courses., Please use UCL's VLE, Moodle.
* be used for publishing media      files, please contact Media Services. Wiki spaces should not replace      shared network drives.

h1. 11&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Making a complaint

If you object to any content within a wiki space, *notify the space owner by e-mail,* immediately. Please provide:
* Name of the wiki
* Name or location of the wiki page
* Title, author and date of the content or page

If you are not happy about how your complaint is handled, e-mail wiki-support@ucl.ac.uk. If you are still unhappy, e-mail abuse@ucl.ac.uk. Objections will be considered and the materials will be removed as necessary.
*12{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Copyright*

Space owners and wiki users will not violate, plagiarise, or infringe on the rights of third parties including copyright, trademark, trade secret, privacy, personal, publicity, or proprietary rights. You also agree to post only materials to which you hold copyright or have the appropriate permission to distribute electronically. Space owners have the responsibility to ensure that all content in their spaces complies with the UCL copyright guidelines as laid out on the UCL Learning Technology website: www.ucl.ac.uk/learningtechnology/legal/copyright

*13{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Service* *Change Requests*

Information Systems are always improving services and all our services undergo constant development. Users are invited to send comments and requests to the Helpdesk. These communications will be brought to the attention of IS Group Managers who consider changes and implement them where appropriate, subject to priority and available resource.

*14{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Related Service Elements*

Related services that either support this service, are supported by it or are complementary to it include IS Network Connectivity Services, IS Infrastructure Services, IS File Store, IS Managed PC Service, IS Information and Support Services.

*15{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Charging*

There are no charges to eligible users for the use of the wiki. Support provided by the Information Systems Training Section and Help Desk is also free of charge.

*16{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Service Conditions*

All use of Communications and Information Technology (C&IT) is governed by the UCL Computing Regulations which is available at: http://www.ucl.ac.uk/{color:blue}{+}UCL-Info/Policy/Computing/Use{+}{color}

*17{*}*&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;* *Contact Details*

The first point of contact for all queries relating to this service is wiki-support@ucl.ac.uk. See _Section 8 User Support_.