Application Hosting


This article describes the Application Hosting (TE9) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision of managed server infrastructure for hosting specialist, multi-user, application software.

Such applications are frequently proprietary but in some cases may consist of in-house applications and databases. Support for the application itself and end-users is normally performed by an external third-party company – usually the software vendor.

OLA for Application Hosting and Management infrastructure.

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

Standard Service offering

What IT Services delivers from a user’s perspective. IT is supporting the following business services.

TE9.1 - Liaison with third-party suppliers to verify infrastructure requirements

TE9.2 - Verification that the application security configuration meets University IT standards and best practice

TE9.3 - Ensuring that the application’s data is securely backed

TE9.4 - Ensuring the underpinning server operating system is operational and secure

Service Support Level

The following levels of support are available to be provided (subject to agreement):

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

Please contact the IT Service Desk in the first instance for further information or via the self Service portal to make that initial request describing your requirements. You may also contact your Business Relationship Manager who will be able to discuss your initial requirements and guide you to the appropriate resources. 

How to access

Available to University of Leeds staff, primarily via University enterprise programmes and IT projects.

This service is accessible to all University staff and students - please use the self-service portal or contact IT Service Desk for more information.

How to use

Information about available training and online resources can be found at IT.leeds.ac.uk  

Hours of availability and support

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

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259.

Application Hosting and Management services are expected to be available for use 24 / 7 / 365. Excluding agreed maintenance windows and periods of planned downtime.

SLAs and OLAs

In review - to be published in due course.