ITSC
Information Technology Services Centre
Service Pledge
(Revised December 2020)
- Systems Maintenance and Recovery
- User Requests and Services
- Desktop Computer 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 1 working day 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.
USER REQUESTS AND SERVICES
1 Personal Visits / Walk into ITSC Service Counter 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 Service Requests
Response within 3 working days
5 Helpdesk Email Response
Response within 1 working day
6 Suggestions by Email / Suggestion Box
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 Issues on Hostel Network Access (wired or wireless)
Response within 3 working days
DESKTOP COMPUTER AND HARDWARE SUPPORT SERVICES
Desktop Computer Support Services
Level A Desktop Operating System
- Windows 10 English / Chinese version
- Other Operating System (OS): macOS
Response Within 1 working day
Level B Basic Application
- Word processing, spreadsheet, presentation tool, email, Internet, anti-virus, Chinese input methods
Response Within 1 working day
Level C Software Testing and Installation
- Current academic / research software
Response Within 2 working days
- 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.
- Basic applications for University-owned desktops / notebooks / mobile devices
Complete Within 5 working days
Level D User’s Individual Applications
- Self-purchased software
Lowest priority with ITSC best effort
Hardware Support Services
1 Replacement of Faulty Core Peripherals (e.g., Mouse, Keyboard, Monitor, etc.)
Complete within 1 working day
(subject to the availability of the spare parts)
2 Replacement of Faulty Core Components (e.g., Hard Disk, Motherboard, Power Supply, RAM, etc.)
Response within 1 working day
(Replacement time subject to the arrangements of the manufacturers)
3 Installation of Non-Core Peripherals (e.g., Secondary Hard Disk, DVD Writer, Other USB Devices, etc.)
(Standard computer peripherals)
Complete within 5 working days
4 Installation of Network / Local Printer
Complete within 5 working days
(subject to the availability of the printers)
5 Setup and Installation of Users’ Desktops Computer / Notebooks
Complete within 5 working days
(subject to the availability of the users)
AV/MULTIMEDIA TEACHING AND IT EQUIPMENT SUPPORT SERVICES
1 Onsite Fixing of AV/IT Equipment in Teaching Venues and Conference Venues
Within 15-30 minutes
2 Replacement of Failure AV/IT Equipment in Teaching Venues and Conference Venues
Complete within 5 working days
(subject to the availability of the spare parts)