Modification to support reporting

Information for Atomwide USO School Nominated Contact (NC), Power Users and Super Users.

As you may already be aware, during 2008 and 2009 there has been an increased focus, supported by government guidance, relating to information handling and information security, especially with regard to staff and pupil details in the context of schools.

In response to this guidance, Atomwide has been reviewing its own data security methodologies and practices, and discussing their implications with its contracting customer authorities.

With the increased amount of data now being transferred in support of USO-integrated services, and with an ever increasing range of services relying on that data for access and authentication purposes, those discussions resulted in Atomwide changing the process by which personal user data could be sent into the Atomwide Service Desk at the end of 2008.

Following that change, all personal user data was required to be submitted via automated secure upload, or via manual upload using the secure utility within the Support Site.

A similar change will take affect from 1st August 2009, that will result in authorised contacts needing to post support enquires via the ‘Raise an Issue’ option under the Service Desk tab in the Support Site.

In this way, we can ensure that all sensitive data, whether intentionally submitted to us, or unintentionally included in a support request, is sent to us in an encrypted and hence secure fashion, rather than via an email system that cannot be verified as secure in the same way.

As a consequence, any emailed enquiries posted after 31st July 2009 will receive an automated reply with details of how to log a case via the Support Site.