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SOUTH EASTERN KENYA UNIVERSITY

ICT Service Charter

This Service Charter outlines the ICT services provided, the requirements for accessing them, applicable charges, and expected timelines. It serves as a commitment to efficient, reliable, and user-focused ICT support.

# Service Requirements Charges Timelines
1 ICT Helpdesk Support Call, written request, helpdesk ticket, email, or walk-in Nil Within 48 hours
2 Network/Email Restoration Written request, call, or system detection Nil Within 24 hours
3 ICT Training (Students & Staff) Written request, identification of training needs Nil Within 2 weeks
4 Security Breach Resolution Detection via monitoring system Nil Within 48 hours
5 New User Account Creation (Email/ERP) Written request Nil Within 24 hours
6 Password Reset Call or helpdesk ticket Nil Within 24 hours
7 ICT Equipment Maintenance & Repairs Maintenance schedule, warranty status Nil Within 4 weeks
8 Escalation of Equipment Faults Diagnosis report, request for parts/quotation Per quotation Within 7 days
9 Mini Website Development Written request, content, and specifications Nil Within 1 month
10 Project Implementation Requirements, proposal/plan, procurement procedure Nil 1 year before tender award
11 ICT Equipment Specifications Written request Nil Within 48 hours
12 Response to ICT Queries Written request, email, or call Nil Within 24 hours
13 Computer Lab Services Written request Nil Working days
14 Website Updates Written request or email Nil Within 24 hours
15 New Website Design Written request or email Nil Within 1 month