IT Service Catalogue - Service Levels

SERVICE DESK*
Queue Time		Answer 80% of calls within 120 seconds
Dropped Calls		Less than 10%
Heat Message Centre (HMC)	help@sun.ac.za	React within 60 minutes
Information Mailbox	helpinfo@sun.ac.za	React within 24 hours
*(if less than 40 calls per hour)


USER SUPPORT
PRIORITY 1	Critical - Group of users are affected	Repair or workable within 4 hours
PRIORITY 2	Urgent - Emergency for single user	Repair or available (as user require)
		60% of requests are resolved within the 1st hour
		80% within 48 hours (2 work days)
PRIORITY 3	Normal - Single user is affected	95% within 72 hours (3 work days)
		99% within 5 work days

PROCUREMENT
Desktops	Dell	21 Work days
	Proline	14 Work days

Laptops	Dell	21 Work days
	Lenovo	21 Work days

Printers	HP	30 Work days

NETWORK INFRASTRUCTURE
MAINTENANCE	Critical - Group of users are affected	Repair or workaround within 4 hours
	Urgent - Emergency for single user	As required by user or faculty
	Normal - Single user is affected	48 hours

INSTALLATIONS	Network Point	Single - 4 weeks
	Wireless Access Point	Single - 4 weeks

AVAILABILITY OF SYSTEMS
Email	Best effort	Maximum 24 hour interruption
Access to internet	Best effort	Maximum 24 hour interruption
Link between various campuses	Best effort	Maximum 24 hour interruption
Administrative Systems	Best effort	Maximum 24 hour interruption
Central Print Management System (Safecom)	Best effort	Maximum 24 hour interruption

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.