1. ACU – After Hours Support IT Service Desk National Staff support (6 campuses, 4 states) located in Brisbane. 4 SD Staff, 5 days a week, spanning weekends (35 hours per week) 6:30am (Daylight savings) 7:30am - 6:30pm Mon – Friday Weekend support, one Staff member 7:30am – 5:30pm Sat-Sun Help ~3000 ACU Staff, planning Student support! (~15,000) Weekends used for “catch up” from lack of Staff during the week Some calls on the weekend, but only1 st level support or logged for Monday Staff to follow up, But have access to Infrastructure manager’s phone. Mark Laffan – IT Infrastructure Services

2. ACU – After Hours Support IT Infrastructure services – (Network, Sysadmin, Comms, Applications) 11 Staff – spread over 4 campuses (7:30am – 6:30pm M-F working hours) ……. 2 remote campuses, no Infrastructure Staff!! Maintenance - Pre-approved window 6pm – 10pm every Friday night. “Roysys” (Nagios) system monitoring & reporting (email, SMS) Ad-hoc on-call arrangements – Manager has everyone’s mobile phone numbers! On-call is goodwill only - no requirements to answer 2007-8 EB agreement covers on-call arrangements….sort of NO overtime payments (over HEW 8) – TIL only. Mark Laffan – IT Infrastructure Services

3. ACU – After Hours Support Future? 2009 budget submitted to include on-call arrangements (awaiting approval) Some formal arrangement for some Infrastructure Staff to be “on-call” in the works 2007 EB On-Call Arrangements : 115% of the ordinary daily hours Payment Rate: Minimum 3 hour payment at appropriate overtime rates The maximum number of ordinary hours a staff member may be permitted to work on any one day is 9 hours Mark Laffan – IT Infrastructure Services