ICT Service Charter

We are committed to courtesy and excellence in service delivery

# SERVICES RENDERED REQUIREMENTS CHARGES TIMELINES

1.

Provision of ICT helpdesk services

  • Call from user
  • Written request
  • Helpdesk system ticket
  • Email

Nil

48 Hours

2.

Restoration of network or email services

  • Written request or call
  • Call from user
  • Detection on the network monitoring system

Nil

24 Hours

3.

Training of Students and staff on ICT systems

  • Written request for training
  • Identification of training needs.

Nil

2 Week

4.

Resolving Systems/Network Security Breaches

  • Detection on the Network Monitoring system

Nil

48 Hours

5.

Creation of New User Accounts (Corporate Email and ERP systems accounts)

  • Written request

Nil

24 Hours

6.

Resetting user access passwords

  • Call from user
  • Helpdesk system ticket

Nil

7.

ICT Equipment maintenance and repairs

  • Maintenance Schedule
  • Warranty status

Nil

4 weeks

8.

Escalation of equipment faults

  • Diagnosis status report

ยท Request of faulty parts or source for quotation for repairs.

Per Quotation

6 Weeks

9.

Creation of mini websites

  • Written request
  • Provision of website content
  • User specifications

Nil

1 Month

10.

Project implementation

  • Determine project requirements
  • Develop project proposal/plan
  • Implementation as per procurement procedure.

Nil

1 Year after tender award.

11.

Provision of ICT Equipment Specification

  • Written user requests

Nil

48 Hours

12.

Response to ICT Queries raised.

  • Written request
  • Call from user

Nil

24 Hours

13.

Provision of Computer Lab services to Staff and Students

  • Written user request

Nil

Working days

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