Performance Pledge

Services	Performance Pledge
Network Availability	99.85%
Administrative Application Service Availability	99%
Maintenance of Desktop Hardware	Fault Report Response Time: within 3 hours Fix Time: within 3 working days (substitute equipment will be available to users if more time is required)
Classroom AV/IT Support	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	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 1 day Severity Level 3: Follow up within 1 day
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 the 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

Service Level Commitment of Service Requests

All service requests are classified as level 1 to 4 depending on their impact and urgency:

Performance Pledge

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

Performance Pledge

(1) Acknowledge receipt of service request within 1 day
(2) Target to fulfill the service request within 4 days

Performance Pledge

(1) Acknowledge receipt of service request within 1 day
(2) Target to fulfill the service request within 6 days

Performance Pledge

(1) Acknowledge receipt of service request within 1 day

All incidents are classified as level 0 to 4 depending on their impact and urgency:

Performance Pledge

(1) Acknowledge receipt of problem report within 2 hours
(2) Target to resolve problem within 4 hours

Performance Pledge

(1) Acknowledge receipt of problem report within 2 hours
(2) Target to resolve problem within 1 day

Performance Pledge

(1) Acknowledge receipt of problem report within 1 day
(2) Target to resolve problem within 3 days

Performance Pledge

(1) Acknowledge receipt of problem report within 1 day
(2) Target to resolve problem within 5 days

Performance Pledge

(1) Acknowledge receipt of problem report within 1 day
(2) Target to resolve problem within 10 days

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