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Service level targets

Availability of the service, defined as the percentage of emails delivered from one Live@Edu account to another Live@Edu account in less than five minutes: 99.95%, measured on a monthly basis. View actual performance against this target. (We have not set a target for email delivery time to off-campus addresses because it is largely out of our control.)

Create a new resource account: 3 working days

Amend permissions for a resource account: 3 working days

Delete a resource account: 1 working day

Change the password for a resource account: 1 working day

Create a new mailbox: 2 working days

Move a mailbox between user codes: 3 working days

Investigate a problematic mailbox: 2 working days

Investigate mail delivery issues: 3 working days

Investigate spam issues: 3 working days