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SharePoint

SERVICE LEVELS

 

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SERVICE DESK*

 

     

Queue Time

 

Answer 80% of calls within 120 seconds

Dropped Calls

 

Less than 10%

Heat Message Centre (HMC)

help@sun.ac.za

React within 60 minutes

Information Mailbox

helpinfo@sun.ac.za

React within 24 hours

   * (if less than 40 calls per hour) 

USER SUPPORT

       

PRIORITY 1

Critical

Group of users are affected

Repair or workable within 4 hours

PRIORITY 2

Urgent

Emergency for single user

Repair or available (as user require)

PRIORITY 3

Normal

Single user is affected

60% of requests are resolved within the 1st hour

80% within 48 hours (2 work days)

95% within 72 hours (3 work days)

99% within 5 work days

 

 

 

 

PROCUREMENT

   

 

Desktops

 

 

Dell

21 Work days

 

 

Proline

14 Work days

 

Laptops

 

 

Dell

21 Work days

 

 

Lenovo

21 Work days

 

Printers

 

 

HP

30 Work days

 

 

 

 

NETWORK INFRASTRUCTURE

       
MAINTENANCE      

 

Critical

Group of users are affected

Repair or workaround within 4 hours

 

Urgent

Emergencies

As required by user or faculty

 

Normal

Single user is affected

48 hours

 

 

 

 

IINSTALLATIONS

 

 

 

 

Network Point

Single

4 Weeks

 

Wireless Access Point

Single

 

 

 

 

 

AVAILABILITY OF SYSTEMS

       

 

Email

Best effort

Maximum 24 hour interruption

 

Access to internet

Best effort

Maximum 24 hour interruption

 

Link between various campuses

Best Effort

Maximum 24 hour interruption

 

Administrative Systems

Best effort

Maximum 24 hour interruption

 

Central Print Management System (Safecom)

Best effort

Maximum 24 hour interruption

       

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CONDITIONS OF THIS AGREEMENT  

- Clients keep to IT Standards regarding computers, related equipment and software -  Clients direct all requests through the Service Desk [Call reporting options] Helpdesk
-   Clients make use of the "Forgot Password" function to minimise "Password Reset" requests to the Helpdesk
-  Clients agree to safeguard their computers and programs with the latest Microsoft Updates and Anti–Malware, or allow IT to automatically scan and install the necessary programs and updates.
-   For security purposes Clients do not make use of the Windows “File and Print Sharing”
- The Faculty must identify critical equipment beforehand.
- The Faculty must identify critical users beforehand.
-   Clients undertake to reply timely on IT Control E-Mails
It is the responsibility of the client to get the necessary knowledge and training on IT related issues and software to enable him/her to handle their tasks effectively.

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