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Durham University

Computing and Information Services

Support Information

As an undergraduate or taught-postgraduate, your University email service is provided by Microsoft Office 365. This service is available 24/7 both on campus via the internet and our NPCS machines and externally via the internet. Office 365 can also be accessed by any device or email client that uses IMAP to connect – details on how to connect specific devices are available via our FAQs.

Your mailbox quota

You have a total of 50GB storage space within your inbox. Should you begin to reach the limit you will begin to receive warning messages and will need to delete old emails and files to reduce your inbox size.

Deleted email

Any email which you have deleted will be stored in your ‘Deleted items’ folder for 30 days, unless you empty this folder manually during this time. After this 30 day period, there is a limited window during which a deleted email can still be retrieved of 14 days. To retrieve an email during this window you should make a request to the IT Service Desk.




Deleted Items Folder Retention Period

The maximum number of days that items can remain in the Deleted Items folder before they are automatically removed


Retention Period For Items Removed From The Deleted Items Folder

The maximum numbers of days that items removed from the Deleted Items folder are retained before they are permanently deleted (to retrieve an email, contact the IT Service Desk)


Junk Email folder retention period

The maximum number of days that items can remain in the Junk Email folder before they are automatically removed


Mobile Phone Security

If you use a mobile phone or device to access your University email account, depending upon the make and model of your device, you may be required to accept one or more security policies which state that your provider will have the ability to erase data, disable your camera or perform a number of other actions. This is a feature of the Office 365 service and something that CIS has no control of - please be assured that CIS will never access your phone.

Office 365 Support

Office 365 is an externally hosted service and as such, CIS has limited control over the service in terms of monitoring emails and in system performance (i.e. if there is an issue within Office 365 this will be resolved by Microsoft, not CIS).

Office 365 is a web service and so completely reliant on the University’s connection to the web – if there are issues here then it is probable that there will be issues with Office 365.

Should issues arise, CIS will confirm whether these are:

  • on-site (i.e. within the control/responsibility of CIS). In which case CIS are responsible for resolution


  • off-site (i.e. outside the control of CIS and within the control/responsibility of Microsoft). In which case CIS are responsible for raising support call to Microsoft, monitoring the situation and informing users

If you encounter any issues or have any questions about Office 365:

Type of query

You should…

Functional (i.e. using your email)

  1. Check out our support information which includes videos, FAQs and links to more detailed Microsoft info
  2. Still not sure? Ask the IT Service Desk

Technical (i.e. can’t access, poor performance, etc.)

  1. Check out our Service Status page – are we reporting any problems?
  2. No? Then contact the IT Service Desk

Email for Life

CIS does not provide an 'email for life' service. When you graduate or leave the University, your IT account will be closed and you will have the opportunity to remain in touch via our Alumni Community.

Closure of your CIS account includes your email and so when you leave, your University email address will cease to exist. If you have data (such as emails, contacts or attachments) within your mailbox that you wish to keep then you should take steps to save these in an alternate location before you leave us - this may be by forwarding emails to a personal email address or saving files to a secure location such as your own laptop.

If you choose to do this, please be aware of the legal obligations for handling of data relating to the University and any individuals under the Data Protection Act (1998) and the University's IT Regulations.