Answer 80% of calls within 120 seconds
Less than 10%
Heat Message Centre (HMC)
React within 60 minutes
React within 24 hours
* (if less than 40 calls per hour)
Group of users are affected
Repair or workable within 4 hours
Emergency for single user
Repair or available (as user require)
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
21 Work days
14 Work days
30 Work days
Repair or workaround within 4 hours
As required by user or faculty
Wireless Access Point
AVAILABILITY OF SYSTEMS
Maximum 24 hour interruption
Access to internet
Link between various campuses
Central Print Management System (Safecom)
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.
How do I report a problem?
How do I reset my password?
What turnaround time could I expect?
Do I pay for any of the services?
IT Service Desk
Computer Equipment or Peripherals
Telephone enquires or problems
Student laptop initiative enquiries