IT Solution Consultation and Advisory Services
Solution Design and Management Services
Provision of IT consultation and advisory services to staff of the University to help them accomplish their business processes effectively and efficiently.
Eligible users
Full-time staff
Service hours and availability
- Service available hours: Office hours
- Service support hours: HelpCentre service hours
Service Requests and Change Requests
Policies relevant to the service
All service request are classified as level 1 to 4 depending on its impact & urgency.
- Level 1 – Service Request Resolution Time: 2 days
- Level 2 – Service Request Resolution Time: 4 days
- Level 3 – Service Request Resolution Time: 6 days
- Level 4 – Service Request Resolution Time: N/A
All Incident are classified as level 0 to 4 depending on its impact & urgency.
- Level 0 – Incident Resolution Time: 4 hours
- Level 1 – Incident Resolution Time: 1 day
- Level 2 – Incident Resolution Time: 2 days
- Level 3 – Incident Resolution Time: 5 days
- Level 4 – Incident Resolution Time: 10 days
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(Version: 1.0)
