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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

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