APPENDIX C. I. IT Standards and Levels of Support Service Provided by ITS. and ITS Performance Pledges

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1 APPENDIX C IT Standards and Levels of Support Service Provided by ITS and ITS Performance Pledges I. IT Standards and Levels of Support Service Provided by ITS In general, 3 levels of support service have been defined as follows: Level Level Level 3 - comprehensive and full range support in-house or by vendors - confined and limited support - minimum and facilitating support Below are the IT standards currently in force, and the corresponding level of support service provided by ITS:. HARDWARE MAINTENANCE System Equip. : Dell Servers IBM Servers HP Servers Desktop Equip. : HARDWARE MAINTENANCE Standard Hardware Supported Microcomputer HP Compaq, IBM, Lenovo & Dell Intel P4 3.0GHz PC or above (with single CPU, up to 4GB RAM, itb HDD, DVD RW, assembled PC with AUSU motherboards) Monitor 5 & above SVGA CRT Display 5 & above LCD Display Printer HP B & W Laser Jet Printer all series with standard accessories (except LaserJet, LaserJet II, IIP & III, LaserJet 4, 5 & 6 series, LaserJet 00, 00, 4000 and 5000 series) HP InkJet Printer HP Color LaserJet Printer all series with standard accessories HP All-in-one Printer Epson Dot Matrix Printer LX, FX and LQ series Epson Stylus Color Inkjet Printer Epson B & W Laser Printer with standard accessories Epson Color Laser Printer with standard accessories Epson All-in-one Printer Scanner HP scanners (most models) Epson scanners (most models) Server Intel CPU server (most models of Dell, HP & IBM P4 Xeon or above)

2 . NETWORKING AND INTERNET ACCESS Network Protocols TCP/IP NETWORKING AND INTERNET ACCESS Standards Supported Network Services Web hosting, Internet Firewall, DNS, DHCP, RADIUS, LDAP, University Portal Remote Access Virtual Private Network (VPN) IPass (International Roaming) Wireless LAN 3 END-USER COMPUTING Definition of Service Level Level - Standard software products for which ITS provides the following services to students and staff: In-house Training Classroom and online self-study training and training documentation for staff Hot Line Support Permanently manned telephone service during normal working hours Help Centre Support Walk-in consultancy for advice and problem-solving Upgrade Programmes Software evaluation and upgrade co-ordination Software Acquisition and Distribution Negotiate licensing discounts and software distribution for staff Technology Promotion Promotion of software use and application It is intended that the majority of end-user computing services are provided for products that fall into level category of standards. Level - Level 3 - Standard software products for which ITS plays a co-ordinating role, i.e. ITS is responsible for finding external suppliers and/or PolyU departments which have the expertise (in the latter case, departments who are willing to act as support). ITS conducts evaluations and tests and will be able to provide support only to the extent that such evaluations have been carried out.

3 Operating System Netware 4.x, 5.x and 6.x Windows XP, Vista + MUI SuSE Linux Enterprise Service Mac OS 9.x or above Wordprocessors MS Word Spreadsheets MS Excel DBMS MS Access Internet Internet Explorer Other Internet Utilities Presentation MS PowerPoint MS Outlook Other Software Chinese Computing Chinese Windows XP & Vista Chinese MS Word Chinese MS Excel Anti-Virus NOD3 Query Tool Business Objects Oracle Discoverer END-USER COMPUTING Standard Software Supported 3 Project Management Project e-learning Blackboard - LEARN@PolyU ( 理 學 網 ) Turnitin Other e-learning platforms & technologies (Second Life, Facebook, iphone, etc.) Video Services Video Streaming (e.g. Microsoft Media Format and Real Format) Web Conferencing Adobe Acrobat Connect

4 II. ITS Service / Performance Pledges Services Performance Pledge Network Availability 99.8% System Infrastructure Availability 99.8% Communication ( ) Service 99.8% e-learning Service Availability 99.5% Administrative Application Service Availability 99.8% IP Address Allocation DNS Registration Firewall Setting PolyU Internet / Intranet Web Hosting Server: Web Account Maintenance Disk Quota Modification Change of Password within working days - within working days - update on every Wednesday and Saturday respond within 3 working days within 4 hours Network Outlets Installation respond within 3 working days Maintenance of Desktop Hardware - Fault Report Response Time: within 3 hours - Fix Time: within 3 working days (substitute equipment will be available to users if more time is required) Help Centre and Hotline 94% of help centre and hotline calls completed within the established service level commitment* Blockboard Common e-learning Platform Creation of accounts for lecturers and students Updating of add-drop changes Creation of web sites and import of student accounts after the add-drop period by the first week of each semester within the next working day within working days Video-conferencing using Adobe Acrobat Connect Create/Delete/Update account, reset password Enquiry within the next working day respond within the next working day Video on Demand respond and create account on VoD server within the next working day *Prevailing Service Commitment of ITS Help Centre and Hotline Severity Level Performance Pledge Level - Complete Outage Acknowledge receipt of problem report within 5 minutes Attend to problem immediately and work non-stop until the problem is resolved Level - Partial Outage Acknowledge receipt of problem report within hours Target to resolve problem within 4 hours

5 Level 3 - Isolated problem or enquiry Acknowledge receipt of problem report within 4 hours Target to resolve problem within 3 working days