ITSC
Information Technology Services Centre
Service Pledge
(Revised December 2011)
- Systems Maintenance and Recovery
- User Requests and Services
- Desktop and Hardware Support Services
- AV/Multimedia, Teaching and IT Equipment Support Services
Helpdesk Call Response Time: Calls made to the 7995 helpdesk number will be dealt with within 3 hours for all computer, AV, telephone and related problems (including voicemail messages). |
SYSTEM MAINTENANCE and RECOVERY
1. Regular Preventative System Maintenance
Schedule will be published through Email, Campus News and other available and convenient means.
2. Irregular Scheduled System Maintenance
At least three working days notification will be given prior to any scheduled system maintenance.
3. Emergency or Ad Hoc System Maintenance
ITSC will send out an emergency email and will contact the user and/or department directly.
4. System Problem Recovery Time
Email, Internet, Network Services, Web Services, Learning Management System (LMS), BANNER and Portal
From 9 am to 5:30 pm (Monday to Friday except public holidays)for any problems which occur during normal office hours, ITSC staff will take immediate remedial and recovery actions. The recovery time is based on the nature of the problem and the average system recovery time is expected to be within one working day.
Other hours: Unattended operation mode. Average system recovery time is within 24 hours on the next working day.
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USER REQUESTS AND SERVICES
1 Personal Visits/ Walk into ITSC for Assistance
Immediate Attention
2 Opening a New User Account
Complete within 3 working days
3 Opening a Department Account
Complete within 3 working days
4 User Request Services (by paper or e-form)
Response within 3 working days
5 Helpdesk Email Response
Response within 1 working day
6 Suggestions by Email
Response within 5 working days
7 Big Character Post
Response within 1 working day
8 eFax Service
Complete within 3 working days
9 Softphone Service
Complete within 3 working days
10 IP Phone Setup
Complete within 3 working days
11 IP Phone User Information Update
Complete within 2 working days
12 Voice Mail/ eFax/ IP Phone Password Reset
Complete within 1 working day
13 Network Outlet Repairs (e.g. faceplate, modular jack)
Complete within 5 working days
14 New Banner Account Creation
Complete within 3 working days
15 Banner Password Reset
Complete within 1 working day
16 Unlock Banner Account
Complete within 1 day
17 Change of Banner Account Privilege
Complete within 3 days
18 Hostel Connection Registration via Web
Complete within 5 working days
19 Hostel Email Queries for Hardware Connection
Hostel LAN point to Network
Within 2 working days
20 Hostel Email Queries for PC Configuration Problem
Documentation is on the Web
Within 5 working days
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DESKTOP AND HARDWARE SUPPORT SERVICES
Desktop Support Services
Level A Desktop Operating System
- Windows XP/7 English/Chinese version,
- Other Operating System (OS): Mac OS, Linux
Response Within 8 hours
Level B Basic Application
- Word processing, spreadsheet, presentation tool, database, statistical tools, email, Internet, Anti-virus, Chinese interface, Chinese input methods, Chinese fonts
Response Within 8 hours
Level C Software Testing and Installation
- Current academic software
Response Within 24 hours
- New and updating of teaching and learning software at laboratories/teaching venues
Requests should be submitted by department to ITSC before term break.
Changes can be implemented before start of each academic term.
Level D Networked Software
- Infrequently used software
Response Within 36 hours
Level E User’s Individual Applications
- Self-purchased software
Lowest priority with ITSC best effort
Hardware Support Services
1 Replacement of faulty Mouse, Keyboard, Floppy drive
Complete within 1 working day
(depends on availability of spare parts)
2 Replacement of faulty Hard Disk, Motherboard, Power supply
Complete within 2 working days
(depends on availability of spare parts)
3 Installation of CD-ROM, Secondary Hard Disk, Other
(Standard computer peripherals)
Complete within 5 working days
4 Request for installation of Network Printer
Complete within 5 working days
(depends on availability of printer)