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  • The Open University of Hong Kong

    Service Pledge


    Normal Services

    Category

    Response Time

    Completion Time

    New account creation

    1 working day

    2 working days

    User Request ( written )

    1 working day

    Depends on nature

    User Request (TS Workflow)

    1 working day

    Depends on nature

    Helpdesk ( email )

    2 working days

    Depends on nature

    Helpdesk ( hotline )

    Within 30 minutes

    Depends on nature

    Network Outlet Repairs

    1 working day

    1 working day

    Systems availability (Hardware)

    99.95%

    99.95%

    Systems availability (Network)

    99.99%

    99.99%

    Desktop Support Services

    Category

    Response Time

    Completion Time

    Desktop Operating System

    1 working day

    3 working days

    Applications

    1 working day

    Depends on nature

    Software testing and installation

    Within 1 week

    Depends on nature

    Network software

    3 working days

    Depends on nature

    Hardware support

    Category

    Response Time

    Completion Time

    Replacement of Monitor, Keyboard and mouse

    1 working day

    2 working days

    Replacement of faulty hard disk, motherboard and power supply

    1 working day

    2 working days

    Installation of CD-ROM, Secondary Hard Disk

    1 working day

    2 working days

    Set up a new office PC or Notebook

    1 working day

    3 working days

    Note: The Response Time is included in the Completion Time


    Maintained by: Information Technology Unit ( itu@ouhk.edu.hk )
    Modified Date: Jul 18, 2013



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