Description The service, aimed at the development, maintenance and assistance for software created or customised in-house, for specific University needs, and its integration with other applications, includes:design (analysis of needs, technological requirements and drafting of the project)implementation (from programming to release in the production environment)maintenance (from the analysis of needs to the release of updates in the production environment)user assistance.StakeholdersStaff, Students, Institutions.RecipientsFuture and current students, graduates, teaching staff, technical-administrative staff and managers.Mode of deliveryThe service is provided by the ICT Area.The service is accessible through the channels of the relevant offices at the times indicated on the relevant pages. Performance First level support on in-house applications The service is available to students, teaching staff and technical-administrative and managerial staff.Reference officeICT areaTechnology service for the territorial polesServices ManagerWebsite The service is available to students, teaching staff and technical-administrative and managerial staff.Reference officeICT areaTechnology service for the territorial polesServices ManagerWebsite In-house application management The service is available to teaching and technical-administrative staff and managers.Reference officeICT AreaApplications Service for the MissionResponsible personWebsite The service is available to teaching and technical-administrative staff and managers.Reference officeICT AreaApplications Service for the MissionResponsible personWebsite In-house application development The service is available for executives.Reference officeICT areaApplications service for the missionResponsible personWebsiteOffice of ReferenceICT AreaApplications Support and Digital Transition ServicePersonnel ManagerWebsite The service is available for executives.Reference officeICT areaApplications service for the missionResponsible personWebsiteOffice of ReferenceICT AreaApplications Support and Digital Transition ServicePersonnel ManagerWebsite Quality Indicators and Standards Indicators IndicatorsIndicatorsValueAccessibilityChannels available for accessing the serviceE-mail, Microsoft Teams, WebsiteTimescalesMaximum response time for taking over email requests2 working daysÌýAverage service delivery timeThe delivery time varies according to the complexity of the service and the number of organisational units involvedTransparencyManner of publishing useful informationPublication in a timely manner on the websiteEffectivenessSatisfaction of students (1/6 scale)4,31ÌýSatisfaction of teaching staff (1/6 scale)4.50ÌýSatisfaction of users (1/6 scale)4.74 IndicatorsIndicatorsValueAccessibilityChannels available for accessing the serviceE-mail, Microsoft Teams, WebsiteTimescalesMaximum response time for taking over email requests2 working daysÌýAverage service delivery timeThe delivery time varies according to the complexity of the service and the number of organisational units involvedTransparencyManner of publishing useful informationPublication in a timely manner on the websiteEffectivenessSatisfaction of students (1/6 scale)4,31ÌýSatisfaction of teaching staff (1/6 scale)4.50ÌýSatisfaction of users (1/6 scale)4.74 Service quality levels provided with regard to the effective accessibility of services for people with disabilities The web pages dedicated to the service have a level of conformity with WCAG 2.1 or WCAG 2.0 requirements as indicated in the relevant site conformity statement.There is no physical access to the relevant offices for the provision of the required services.. The web pages dedicated to the service have a level of conformity with WCAG 2.1 or WCAG 2.0 requirements as indicated in the relevant site conformity statement.There is no physical access to the relevant offices for the provision of the required services.. Complaints Complaint modalities Any reports or complaints may be addressed directly to the head of the office to which the report is addressed, at , to ÃÛÌÒTV Guarantor, according to the indications given on the page . Any reports or complaints may be addressed directly to the head of the office to which the report is addressed, at , to ÃÛÌÒTV Guarantor, according to the indications given on the page . Rights that users with disabilities can demand Specific services, aids and adaptations made available for the inclusion of students with disabilities or DSAs may be requested in the manner indicated on the Disability and DSA page.Any problems encountered by students with disabilities or DSAs may be reported to the Disability and DSA Support Services Sector.The recipients of the service can make a complaint to the Administration in the same way as for the other types.In the absence of a response from the Administration, it is always possible to forward a report to the Digital Ombudsman for digital services or to the National Authority for the Rights of Persons with Disabilities for architectural or sensory barriers. Specific services, aids and adaptations made available for the inclusion of students with disabilities or DSAs may be requested in the manner indicated on the Disability and DSA page.Any problems encountered by students with disabilities or DSAs may be reported to the Disability and DSA Support Services Sector.The recipients of the service can make a complaint to the Administration in the same way as for the other types.In the absence of a response from the Administration, it is always possible to forward a report to the Digital Ombudsman for digital services or to the National Authority for the Rights of Persons with Disabilities for architectural or sensory barriers. ÌýÌýBack to the main page of the Service Charter