APPENDIX E IT Standards and Levels of Support Service Provided by ITS and ITS Performance Pledges

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1 APPENDIX E IT Standards and Levels of Support Service Provided by ITS and ITS s I. IT Standards and Levels of Support Service Provided by ITS In general, 3 levels of support service have been defined as follows: Level Level 2 Level 3 - comprehensive and full range support in-house or by vendors - confined and limited support - minimum and facilitating support Below are the IT standards currently in force, and the corresponding level of support service provided by ITS:. HARDWARE MAINTENANCE System Equipment: Dell Servers IBM Servers HP Servers HARDWARE MAINTENANCE Standard Hardware Supported Desktop Equipment: Microcomputer ACER, HP Compaq, IBM, Lenovo & DELL with Intel Core Duo, Core 2 Duo, Core 2 Quad, Dual Core and Core i3/i5/i7 (ITEL CPU only) (up to 32GB RAM, 2TB HDD, DVD RW, assembled PC with AUSU motherboards) Monitor 9 to 29 LCD Display 2. NETWORKING AND INTERNET ACCESS Network Protocols TCP/IP NETWORKING AND INTERNET ACCESS Standards Supported Network Services Web hosting, Internet Firewall, DNS, DHCP, RADIUS, LDAP, University Portal Remote Access Staff Virtual Private Network (VPN) Wireless LAN

2 3. END-USER COMPUTING Definition of Service Level Level - Standard software products for which ITS provides the following services to students and staff: In-house Training Classroom and online self-study training and training documentation for staff Hot Line Support Permanently manned telephone service during normal working hours Help Centre Support Walk-in consultancy and hotline service for advice and problem-solving Upgrade Programmes Software evaluation and upgrade co-ordination Software Acquisition and Distribution Negotiate licensing discounts and software distribution for staff Technology Promotion Promotion of software use and application It is intended that the majority of end-user computing services are provided for products that fall into level category of standards. Level 2 - Level 3 - Standard software products for which ITS plays a co-ordinating role, i.e. ITS is responsible for finding external suppliers and/or PolyU departments which have the expertise (in the latter case, departments who are willing to act as support). ITS conducts evaluations and tests and will be able to provide support only to the extent that such evaluations have been carried out.

3 END-USER COMPUTING Standard Software Supported Operating System Windows 0 Mac OS 0 or above Wordprocessors MS Word Spreadsheets MS Excel DBMS MS Access Internet Internet Explorer Google Chrome Other Internet Utilities Presentation MS PowerPoint MS Outlook Chinese Computing Chinese Windows 0 Chinese MS Word Chinese MS Excel Anti-Virus NOD32 Query Tool Business Objects 3 3 Project Management MS Project Digital Learning Blackboard - LEARN@PolyU ( 理學網 ) Turnitin Other e-learning platforms & technologies Video Service Panopto Video Content Management System Web Conferencing Skype for Business Blackboard Collaborate 2 2

4 II. ITS Service / s Services Network Availability 99.8% Administrative Application Service Availability 99% Maintenance of Desktop Hardware - Fault Report Response Time: within 3 hours - Fix Time: within 3 working days (substitute equipment will be available to users if more time is required) Classroom AV/IT Support 94% of calls completed within the established service level commitment: - Answer to user and offer initial advice once received user s call/intercom: within minute - On-site support if needed after receiving user s call: within 0 minutes - Ready for testing or site visit: within the period mutually agreed with user IT HelpCentre and Hotline 94% of HelpCentre and hotline calls responded within the established service level commitment: - Severity Level : Follow up within 2 hours - Severity Level 2: Follow up within day - Severity Level 3: Follow up within Blackboard Digital Learning Platform Creation of accounts for lecturers and students Updating of add-drop changes Creation of web sites and import of student accounts after the add-drop period By the first week of each semester Within the next working day Within 2 working days Video-conferencing using Adobe Acrobat Connect Create/Delete/Update Account, Reset Password Enquiry (Use of Adobe Acrobat Connect) Within the next working day Respond within the next working day All incidents are classified as level -3 depending on their impact and urgency: Service Level Level - High Acknowledge receipt of problem report within 2 hours Target to resolve problem within day Level 2 - Medium Acknowledge receipt of problem report within day Target to resolve problem within 3 days Level 3 - Low Acknowledge receipt of problem report within day Target to resolve problem within 5 days All service requests are classified as level -3 depending on their impact and urgency: Service Level Level Acknowledge receipt of service request within day Target to fulfil the request within 2 days

5 Level 2 (for most service requests) Acknowledge receipt of service request within day Target to fulfil the request within 4 days Level 3 (non-urgent & uncommon requests) Acknowledge receipt of service request within day Target to fulfil the request within 6 days