University Software Service - Campus Software Licensing

Sourcing and Relationship Management

Negotiation and procurement management service on behalf of the University to obtain site license and bulk purchase agreements for some commonly-used PC software and their distribution to departments to achieve cost-effectiveness campus-wide.


Access to the service


Eligible users

Full-time staff, Part-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


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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