Hardware Maintenance Support

Workspace Support Services

The University centrally co-ordinates maintenance services for registered PC systems and peripherals with outside vendors to achieve cost-effectiveness on an institution-wide basis.

The following items are currently covered for registered PCs:

  • mouse and keyboard
  • RAM, hard disk, and motherboard
  • monitor (on loan / replace with refurbished 22"/24" LCD monitor)

User may report a hardware fault report of registered PC to 2601 6466.


Access to the service

 

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


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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