Service Pledge
|
Category |
Response Time |
Completion Time |
|
Normal Services |
|
|
|
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 |
|
|
|
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 |
|
|
|
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: Mar 07, 2018
