Hardware Maintenance Support
Workspace Support Services
The University centrally co-ordinates maintenance services for PC systems and peripherals with outside vendors to achieve cost-effectiveness on an institution-wide basis.
Access to the service
- PC systems maintenance hotline - 2601-6466
- Computer Equipment Covered by the Maintenance Contract
- Hardware Maintenance Request Form
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
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
Do you want to suggest any keyword for this service?
(Version: 1.0)
