Service Pledge

(Revised December 2020)

 

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 AssistanceImmediate Attention
2   Opening a New User AccountComplete within 3 working days
3   Opening a Department AccountComplete within 3 working days
4   Service RequestsRespond within 3 working days
5   Helpdesk Email ResponseRespond within 1 working day
6   Suggestions by Email / Suggestion BoxRespond within 5 working days
7   Big Character PostRespond within 1 working day
8   Softphone ServiceComplete within 3 working days
9   IP Phone SetupComplete within 3 working days
10   IP Phone User Information UpdateComplete within 2 working days
11   Voice Mail / eFax / IP Phone Password ResetComplete within 1 working day
12   Network Outlet Repairs (e.g. faceplate, modular jack)Complete within 5 working days
13   New Banner Account CreationComplete within 3 working days
14   Banner Password ResetComplete within 1 working day
15   Unlock Banner AccountComplete within 1 working day
16   Change of Banner Account PrivilegeComplete within 3 working days
17   Wired or Wireless NetworkRespond within 3 working days

 

 

DESKTOP COMPUTER AND HARDWARE SUPPORT SERVICES

1.  Desktop Computer Support Services

 

Level A  Desktop Operating System
- Windows 10 English / Chinese version
- Other Operating System (OS): macOS
Respond Within 1 working day
Level B  Basic Application
- Word processing, spreadsheet, presentation tool, email, Internet, anti-virus, Chinese input methods
Respond Within 1 working day
Level C     Software Testing and Installation
- Current academic / research software
Respond Within 2 working days
- New and updating of teaching and learning software at laboratories / teaching venuesRequests 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 devicesComplete Within 5 working days
Level D  User’s Individual Applications
- Self-purchased software
Lowest priority with ITSC best effort

 

2. 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.)Respond 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 PrinterComplete within 5 working days
(subject to the availability of the printers)
5   Setup and Installation of Users’ Desktops Computer / NotebooksComplete 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 VenuesComplete within 5 working days
(subject to the availability of the spare parts)
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 PrinterComplete within 5 working days
(subject to the availability of the printers)
5   Setup and Installation of Users’ Desktops Computer / NotebooksComplete within 5 working days
(subject to the availability of the users)