Microsoft 365

• Shared devices:
  
  • The University has a subscription to Microsoft 365. You must only install and use this Microsoft 365 subscription on devices and within computer accounts that you alone use. It must not be installed on devices and accounts used by family and friends.
• Sensitive Information:
  • Be cautious when handling confidential data or sensitive data supplied as part of a research contract. Ensure that you are aware of data protection requirements and consider whether it is more appropriate to store the documents in the University's filestore, not on personal devices. 
  • If you work with confidential information you should use the appropriate system designed to manage this information securely.
  • Avoid making your own copies of student or staff data and never keep copies of personal information on portable computers or storage media. 
  • Learn more about protecting confidential information.
  • For further details, see Information and Records Management policy.
• File retention and disposal:
  • Carefully consider whether you need to keep a copy of each file you create; you should delete files once they have fulfilled their purpose.
  • Information legislation (including the Freedom of Information Act and the Data Protection Act) attaches a legal responsibility for all information stored on computers and you may inadvertently find yourself in breach of this legislation (eg if you keep copies of files that are not needed).
  • Naturally there are some files which must be retained and stored but these should be kept to an absolute minimum based on real necessity.
• Sharing Files:
  
  • Newly created documents in Microsoft 365 are only accessible by the document owner and access to others is granted by sharing individual documents or folders. However, we don’t recommend sharing files in OneDrive. The University’s approved filestore for shared documents Google Drive.
• Data Privacy and security:
  • Your data in Microsoft 365 is stored in the UK, EU, or US. The University has a GDPR-compliant contract with Microsoft. Before storing data, consider privacy needs. Learn more about Microsoft 365 data locations (microsoft.com).
  • Intellectual Property: You retain all rights over any intellectual property you store in Microsoft 365. Equally, Microsoft retains all intellectual property rights it holds in its provision and delivery of the service. For more information see data management at Microsoft (microsoft.com). 
  • Security and Law: Data may be shared if required by law. Microsoft’s privacy practices comply with relevant regulations. We advise that you only use your University Microsoft account for University related activities (eg documents relating to your job or course), and that you maintain a separate account for personal use. This will ensure that, in the event of authorised staff being required to access your account under the terms of our IT investigations and data access policy, they will not see any personal information (eg private emails). 
  • There is no advertising to staff or students within Microsoft 365.
  • For further information, refer to:
    • Data protection and privacy (microsoft.com).
    • Privacy statement (microsoft.com)
    • Administrative access controls in Microsoft 365 (Microsoft.com)
    • About our practices and your data (Microsoft.com)
  • We're happy to discuss queries about the University's contract with Microsoft – please contact IT Services.
• Access from China and other countries:
  • Access to Microsoft is allowed in China, however, performance may vary. If you're having difficulties accessing Microsoft 365 in China, try connecting via the University’s virtual private network or virtual desktop service.
  • Microsoft restricts access from certain countries. Find out which countries can access Microsoft (microsoft.com). 
• Leaving the University:
  • You can continue to access Microsoft 365 apps by taking out your own personal subscription. To continue accessing your personal files in OneDrive, you’ll need to move them before you leave. Follow our guides for support:
    
    • Staff leavers guide
    • Student leavers guide
  • When someone leaves the University, we will suspend their Microsoft 365 account for 12 months. This is a precautionary grace period, allowing vital information (eg shared and departmental documents) to be retrieved by IT Services and stored in a more suitable location. Where there is a business need, we will carry out these requests in accordance with applicable laws and regulations. Following the grace period, we will permanently delete the account and its associated data, including all documents still stored there. To make a request to retrieve data, please contact IT Services.

The following policies apply to all IT services provided by the University.

• Information policy
• Using University information
• Safe use of information on devices

Availability

• This is a live service, available 24/7.
• Check the status of this service and any planned maintenance.

Support

• This service is managed by a third party.
• They are responsible for monitoring, identifying and fixing faults. We provide advice and support for local issues during our opening hours.

Report issues with Microsoft 365 to IT Services.

Supported apps

IT Services offers user support for the following Microsoft apps and services:

• OneDrive
• Microsoft 365 apps
• Teams

Available support

The following outlines the levels and scope of support provided by IT Services. We offer different levels of support depending on the app. 

OneDrive and 365 apps:

• The IT Support Office, part of IT Services, will attempt to resolve any issues in the first instance. If this is not possible, the IT Support Office will escalate it to second level support staff.
• Second level support staff will deal with more complex issues. Resolution may be delayed if staff with the appropriate skills are not available (for example, due to absence).
• Issues with the components provided by IT Services (eg the authentication service) will be investigated locally. Issues with Microsoft-provided components will be reported to Microsoft Support where relevant.
• IT Services are only able to provide support for University related work. IT Services provide technical support. If a query involves academic assistance with coursework, our IT Services staff will close the query and refer the student to their course tutor.
• Be aware the University of York’s primary cloud storage is Google Workspace. The University cannot replicate this level of support for OneDrive and Microsoft 365. These are considered a secondary storage solution. 

Microsoft Teams:

IT Services’ support is limited when connecting to Teams hosted by external organisations. To resolve problems in these cases, users may need to contact the host organisation for support.

For further information about Teams and its key features, see our overview of Microsoft Teams.

Other apps

For all other Microsoft apps, IT Services' support is limited.

• IT Services link to relevant support within the tools, software and services web pages. 
• IT Services will help users find documentation provided by Microsoft and relevant information in Microsoft Support (microsoft.com).

Standards

• Our service performance and standards have been produced in consultation with our customers, and we monitor the delivery, performance and availability of facilities and services.

We appreciate feedback as it helps us review and continually improve our service.

• How to give feedback
• Complaints procedure