Service Level Agreements – End-User Device Support

Responsibilities of requester
  • To provide necessary information for service request fulfillment.
  • To ensure business approval and authorisation are provided, when necessary.
Incident
  • Fix device and peripheral issues
  • Fix software issues
Time
  • Response: 1 business day
  • Resolution: 3 business days for issues resolvable by IT Care
Service Request
  • Set up devices and peripherals
  • Wipe data for computers and notebooks¹
  • Install and upgrade software
  • Update device security²
Time
  • Response: 1 business day
  • Resolution: 2 business days for issues resolvable by IT Care

¹ For bulk request, i.e. more than 2 computers, requester to inform IT Care in your faculty 7 business days in advance.
² Not subject to SLA as it is an on-going activity.

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