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    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

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