Version 1.0 - Last Updated: 16 Feb 2021

Service agreement and standards

Our responsibilities

The minimum availability of the Courses Management Service (CMS) is 95% of the supported window. This excludes any periods of scheduled maintenance.

The supported window runs from 9am to 5.30pm Monday to Thursday and 9am to 5pm on Fridays (excluding Scottish public holidays).

You can use the system outside these business hours, but no support will be available.

We intend that the average response time for retrieving data from the system will be 5 seconds.

We will notify all named contacts by email when CMS is temporarily unavailable. We will also confirm when the system is fully available again.

We will give you up to date support and guidance as needed and will ensure our staff are fully trained to deliver this.

We will add higher education provider regulatory fee caps to CMS each year.

We will review all this annually.

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