Performance Pledge

Services	Performance Pledge
Administrative Application Service Availability	99%
Blackboard Common e-Learning Platform - Creation of accounts for lecturers and students	By the first week of each semester
Blackboard Common e-Learning Platform - Updating of add-drop changes	Within next working day
Blackboard Common e-Learning Platform - Creation of websites and import of student accounts after the add-drop period	Within 2 working days
Classroom AV/IT Support	Average lead time from log to closure: Phone: 95% of calls resolved within 5 mins Onsite: 92% of onsite follow-up resolved within 20 mins 95% of calls completed within the established service level commitment: Answer to user and offer initial advice once received user’s call/Intercom: within 1 min On-site Support if needed after received the call from user: within 10 mins Ready for Testing or Site visit: within the period mutually agreed with user
IT HelpCentre and Hotline	Average lead time from log to closure: 3 days 95% of HelpCentre and Hotline calls responded within the established service level commitment: Severity Level 1: Follow up within 2 hours Severity Level 2: Follow up within 6 hours Severity Level 3: Follow up within 1 day
Maintenance of Desktop Hardware Blackboard Common e-Learning Platform - Updating of add-drop changes	Fault Report Response Time: within 3 hours Fix Time: within 3 working days (substitute equipment will be available for users if more time is required)
Network Availability	99.85%

Service Level Commitment of User Requests

All user requests are classified as level 1 to 3 depending on their impact and urgency

Performance Pledge

(1) Acknowledge receipt of user request within 2 hours
(2) Target to fulfill the user request within 1 day

Performance Pledge

(1) Acknowledge receipt of user request within 1 day
(2) Target to fulfill the user request within 3 days

Performance Pledge

(1) Acknowledge receipt of user request within 1 day
(2) Target to fulfill the user request within 5 days

Please put at least one valid content allocate to this component.