University Internet Provisioning Services

Networking, Communication and Collaboration Services

Provision of University Internet services including commodity internet, advanced research internet and all internet gateways, firewall and access paths.


Access to the service


Eligible users

Full-time staff, Part-time staff, Full-time students, Part-time students, HKCC, Alumni, Affilate, Guests


Service hours and availability

  • Service available hours: 7 X 24
  • 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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