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

 - Updating of add-drop changes

Within the next working day

 - Creation of web sites and import of student accounts after the add-drop period

Within 2 working days


cloud IT Notification