Publication and Marketing of Services - Handbooks

Training and Marketing of Services

The Staff and Student Handbooks provide comprehensive information on ITS facilities and services. The Handbooks are published electronically on the ITS Website.


Access to the service


Eligible users

Full-time staff, Part-time staff, Full-time students, Part-time students


Service hours and availability

  • Service available hours: 7 X 24
  • Service support hours: HelpCentre service hours

Service Requests and Change Requests


Service level

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

Related Information


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(Version: 1.0)

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