( All timings are effective once Request has been delivered )
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Required Service Level
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Service | Within Office Hours | Outside Office Hours |
GENERAL | ||
Response to emails / letters / memos | Within 1 hour after receiving the request | |
Application trouble shooting and failure coordination | Within 2 working hours. | All calls will be forwarded to support after initial investigation |
Escalation of all reported failures or problems | Within 15 minutes | All calls will be forwarded to on-call support after initial investigation |
HARDWARE SUPPORT | ||
Within next working day | ||
Printers … | ||
Printer setup on PC | within 1 working day | |
Printer Troubleshooting | within 1 working day | |
Cartridges refill and fix | within 2-3 working day | |
PCs … | ||
PC Troubleshooting | within 1 working day | |
PC Hard Disk Failure | 2-3 days/ vendor dep. | |
PC Peripheral Failure | 3 days | |
Operating System Problems (standby provided) | within 1 working day | |
Reinstallation (standby provided) | within 1 working day | |
Laptops… | ||
Troubleshooting | within 1 working day | Within next working day |
Hard Disk Failure | 2-3 days / vendor dep. | |
Peripheral Failure | 3 days / vendor dep. | |
Operating System Problems (standby provided) | within 1 working day | Within next working day |
Reinstallation (standby provided) | within 1 working day | Within next working day |
Install equipment for classes support | The request should be sent 1 working day prior to class or events | |
SOFTWARE SUPPORT | ||
Install new software | from 3 hours | |
Formatting the PC and OS setup | from 3 hours to 2 working days | Within next working day |
Software problem fix | from 1 hour to 1 working day | Within next working day |
Virus removal | 1 to 3 hours | Within next working day |
Network related (internet, WiFi, LAN port setup, IP setup proxy | within 1 hour | Within next working day |
Driver installation | 1 to 3 hours | Within next working day |
Diagnostics of the problem | 1 to 3 hours | Within next working day |
Information/application recovery | from 1 to 2 working days | |
New Application Installation | within 1-2 working days | |
New Hardware Installations… | ||
New Printer to be Setup on LAN | within 1 working day | Within next working day |
New PC/Laptop to be setup on LAN | within 1 working day | Within next working day |
Video Conference organization and conduction | The request should be sent 2 working days prior to event | |
VOICE SYSTEMS | ||
VoIP Telephone | ||
Escalation of all reported failures or problems | Within 15 minutes | All calls will be forwarded to the on-call support after initial investigation |
New Phone setup | Within 1 working day | |
WEBSITE related tasks | ||
AUA website | ||
Calendar of Events | within 2 hours | Within next working day |
Press release | within 2 hours | Within next working day |
Factbook | 2 days | |
Upload an MS Office/PDF document | within 1 hour | Within next working day |
Webpage content change | 1– 4 hours | Within next working day |
Redesign of a webpage | 4 hours – 1 day | Within next working day |
Develop a website | 3-5 days | |
Create a form | 2 hours – 1 day | Within next working day |
Create a photogallery | 4 hours – 1 day | Within next working day |
Convert/Upload a video/audio file | 2 hours – 1 day | Within next working day |
Moodle Online Learning System | ||
Add a user | within 1 hour | Within next working day |
Change user settings/ password | within 1 hour | Within next working day |
Assign roles | within 1 hour | Within next working day |
Add an activity | within 1 hour | Within next working day |
Add a course | within 1 hour | Within next working day |
Hide a course | within 1 hour | Within next working day |
Modify Moodle settings | 4 hours – 1 day | Within next working day |
Service & Account Management | ||
Service Support | ||
Installation of new Service | Depends on new service complexity | |
Recovery of existing service under Network Admin. Group responsibility after the failure | From 1 hour – 1 day | Within next working day |
Account Management | ||
LAN User ID and Password creation / deletion / change | 1 hour for changes of one user record – up to 1 day | Within next working day |
Granting access rights on Servers including quotas | 1 hour for changes of one user record – up to 1 day | Within next working day |
Account related tasks for list of users | 2 days for 100 users – up to 3 days | |
E-mail Support | ||
Creation / setup of new accounts, renaming & account deletion, forwarding, “out of office” message | 1 hour(for changes of one user record) – up to 1 day | Within next working day |
Creation / setup of new accounts, renaming & account deletion (for list of users) | 2 days for 100 users – up to 3 days | |
E-Mail delivery problems | 6 hours – up to 2 working day(s) – depends on Google support | |
Mailing List Creation/ Deletion/ Changes | 1 hour for changes of one mailing list – up to 1 day | Within next working day |
Internet Access | ||
Granting access rights on Internet Connections | 1 hour(for changes of one user record) | Within next working day |
Granting access rights on Internet Connections (for list of users) | 2 days for 100 users – up to 3 days | |
IP address dedication | 1 hour(for changes of one user record) | Within next working day |
Traffic Analyze and Report for individual users | 1 hour – up to 1 day | Within next working day |
Wi-Fi Access | ||
AP configuration setup | 2 hours up to 1 day | Within next working day |
Wi-Fi configuration mass changing for special events | 2 hours up to 1 day | Within next working day |
Setup WiFi configuratoin on AUA Students & Faculty LapTops brought to ICTS room | 1 hour – up to 1 day | Within next working day |