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( 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 |
