This article describes the Email Service (CO1), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision of email services for the University of Leeds including staff and student email accounts, mailing lists, calendaring and email security .

Enables the University to communicate and collaborate effectively both internally and externally though the provision of E-mail, calendaring and contacts services.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) Server Manager
IT Service Manager(s) 
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. 

CO1.1 - Individual staff and student E-mail accounts

CO1.2 - Group and project e-mail accounts

CO1.3 - Mailing Lists

CO1.4 - Individual and shared calendars

CO1.5 - Contact management

CO1.6 - E-mail security and spam filtering

CO1.7 - Service access via desktop, browser and mobile devices

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to request

This service is accessible to all University staff and students; visitors and partners - please use the self-service portal or contact IT Service Desk for more information and to make that initial request describing your requirements. 

How to access

See the knowledge base articles related to the email service on the IT website at 

How to use

The following KB article provides some answers to common problems relating to your University Emails KB0011749. See related articles section.

See the knowledge base articles related to the email service on the IT website at 

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

The hours when the service is expected to be available for use. Email services are expected to be available for use 24 / 7 / 365. Excluding agreed maintenance windows and periods of planned downtime Supported hours

The hours when service support is available.

Second level support will be available 09:00-17:00 Mon – Fri

SLAs and OLAs

In review - to be published in due course.