How do I use MS Office from my devices?
FBK credentials give access to Microsoft Office 365 Education services. In particular it is possible to:
- log in to the Office portal and use the MS Office Professional Plus suite via web browser;
- access the Office portal, download and install the MS Office Professional Plus suite on 5 personal computers, Windows or Mac and on tablets and smartphones (Android or iOS); (only active licenses will be counted);
- access 5 TB of space on OneDrive for Business;
- use Skype for Business.
A complete description of services offered is available here.
Note: email service will remain on Google.
In access Microsoft services, use your FBK credentials (username@fbk.eu and password) on https://portal.office.com/.
Google Meet or MS Teams for online conferences?
Service Level Agreement (SLA)
The Service Level Agreement (SLA) regulating user support and critical service restoration is described below.
User support
Business hours are as follows:
Monday through Thursday
8:30 am - 4:30 pm
Friday
8:30 am - 2:30 pm
The SLA general terms are as follows:
- service request: no time limits, via email;
- service request processing: within 4 business hours from request;
- resolution:
- within 8 business hours from service request, except in the case of specific user requirements and subject to availability of materials and equipment, in 90% of cases;
- In the event of repairs under warranty, the above time frames might be longer depending on the time required for repair by the supplier.
In order to optimize service response times and improve the quality and traceability of the service, SIT customer requests will be accepted via email only. Please submit your request to: help-it@fbk.eu . Given the difficulty in filtering incoming spam messages, it is not possible to guarantee the processing of requests from non-FBK email addresses. In order to guarantee processing transparency, confirmation messages will be sent to users when service requests are received, processed and closed.
Disruption of critical services
In case of disruption of services critical to the progress of FBK’s activities, business hours are 24x7x365.
In this case, SIT will respond according to the following SLA:
- Assistance request processing: within 8 hours from receipt of request;
- resolution: within 8 hours of assistance request processing, in 90% of cases;
- guaranteed availability of services provided on a continuous basis: 98%.
You may report the disruption of critical services:
- from Monday to Friday, from 09:00 am until 5:00 pm: by sending an email to help-it@fbk.eu
- after regular business hours: by calling the Foundation's Povo location (0461.314444), that will alert the Infrastructure unit.
The following services are covered by this SLA: internet connectivity, email, main file servers and main web servers.
Please submit any Suggestions and observations to gsc_discussion@fbk.eu . Your observations will be discussed with our research contacts and used to improve our services.
SIT reserves the right to assess the urgency and priority of assistance requests based on the seriousness of the problem.