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ITSC

 

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Information Technology Services Centre

Service Pledge

(Revised October 2015)

 

 

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 AND HARDWARE SUPPORT SERVICES

Desktop Support Services

Level A  Desktop Operating System
- Windows 7 English / Chinese version
- Other Operating System (OS): Mac OS

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 / 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 Lecture Theatres or Lecture Rooms

Within 15-30 minutes


2       Replacement of Failure AV/IT Equipment in Lecture Theatres or Lecture Rooms

Complete within 5 working days
(subject to the availability of the spare parts)