Open research hub was the first iteration of our system for managing, preserving and sharing institutional digital research data.
We now offer a suite of services to manage, store, preserve and share all your digital research outputs for the researchers of tomorrow:
We also offer research repository plus, which is a single shared service incorporating the functions of all three.
You can read about the research data shared service project, which resulted in these services.
Open research hub service level agreement
Hours of service
Our standard cover runs from 09:00 to 17:00 (GMT/BST), from Monday to Friday (inclusive), but excluding public holidays for England and specific Jisc closure days (Jisc closure days are typically any non-public holiday days and between 25 December-1 January).
Our monitoring service runs 24/7 and major issues are dealt with accordingly by our out-of-hours incident team. Our service level agreement (SLA) timers run only during your agreed hours of cover. Our monitoring runs 24/7, 365 days of the year regardless of your cover.
|Priority type||Level||Respond within||Diagnostic||Resolve within||Goal %|
|Priority 1||Critical||30 minutes||2 hours||8 hours||99%|
|Priority 2||High||30 minutes||4 hours||8 hours||99%|
|Priority 3||Medium||1 hour||8 hours||16 hours||99%|
|Priority 4||Low||2 hours||8 hours||16 hours||99%|
|Priority 5||Low||8 hours||16 hours||40 hours||99%|
Examples of priorities
- Priority 1 – service down (everyone is affected, and a major business process is stopped)
- Priority 2 – service slow (everyone is affected, and efficiency is degraded)
- Priority 3 – a function does not work but there is another way to achieve task (everyone is affected but there is an easy workaround)
- Priority 4 – only one person has an issue (your efficiency is lower but you’re the only person affected)
- Priority 5 – minor issue for only one person with a workaround
We aim to be flexible and recognise that sometimes there are special circumstances. Perhaps the issue affects your customers, or key staff are having issues with a critical project with an impending deadline.
Our technicians can override our standard priority assessment where there is good reason, if you have made us aware of it.
How to contact us
To report an incident, you can contact us in multiple ways.
- Raise a ticket through the Jisc helpdesk (between 07:00-00:00, Monday - Friday)
- Email firstname.lastname@example.org with the subject line "JORH"
- Telephone +44 (0) 330 300 2212
We will give two months' notice of any scheduled maintenance. Any outage during this time is not included in the calculation of the availability.
From time to time we will need to carry out emergency maintenance not covered in the scheduled maintenance.
In the event of emergency maintenance being needed we will inform you with as much notice as we can.
Information security and safeguarding data
We use industry standards and best practices for your information security. As an organisation we conform to ISO/IEC 27001 code of practice.
The Jisc repository was ISO 27001 audited in November 2018. This includes: assessing security risks, taking account of the threats, vulnerabilities, impacts, implementing information security controls and review of these information security controls so they continue to meet security needs.
A quarterly review meeting will be held with a representative from Jisc to review the service, any issues and to see how we can provide a better service to you.