Service Pledge
(Revised December 2020)
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
- Regular Preventative System Maintenance
Schedule will be published through Email, Campus News and other available and convenient means. - Irregular Scheduled System Maintenance
At least three working days notification will be given prior to any scheduled system maintenance. - Emergency or Ad Hoc System Maintenance
ITSC will send out an emergency email and will contact the user and/or department directly. - 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 | Respond within 3 working days |
5 Helpdesk Email Response | Respond within 1 working day |
6 Suggestions by Email / Suggestion Box | Respond within 5 working days |
7 Big Character Post | Respond within 1 working day |
8 Softphone Service | Complete within 3 working days |
9 IP Phone Setup | Complete within 3 working days |
10 IP Phone User Information Update | Complete within 2 working days |
11 Voice Mail / eFax / IP Phone Password Reset | Complete within 1 working day |
12 Network Outlet Repairs (e.g. faceplate, modular jack) | Complete within 5 working days |
13 New Banner Account Creation | Complete within 3 working days |
14 Banner Password Reset | Complete within 1 working day |
15 Unlock Banner Account | Complete within 1 working day |
16 Change of Banner Account Privilege | Complete within 3 working days |
17 Wired or Wireless Network | Respond within 3 working days |
DESKTOP COMPUTER AND HARDWARE SUPPORT SERVICES
1. Desktop Computer Support Services
Level A Desktop Operating System - Windows 10 English / Chinese version - Other Operating System (OS): macOS | Respond Within 1 working day |
Level B Basic Application - Word processing, spreadsheet, presentation tool, email, Internet, anti-virus, Chinese input methods | Respond Within 1 working day |
Level C Software Testing and Installation - Current academic / research software | Respond 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 |
2. 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.) | Respond 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 Computer / 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 Teaching Venues and Conference Venues | Within 15-30 minutes |
2 Replacement of Failure AV/IT Equipment in Teaching Venues and Conference Venues | Complete within 5 working days (subject to the availability of the spare parts) |
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 Computer / Notebooks | Complete within 5 working days (subject to the availability of the users) |