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
