| Category | Response Time | Completion Time |
|---|---|---|
| Normal Services | ||
| New account creation | 1 working day | 2 working days |
| User Request ( written ) | 1 working day | Depends on nature |
| User Request (TS Workflow) | 1 working day | Depends on nature |
| Helpdesk ( email ) | 2 working days | Depends on nature |
| Helpdesk ( hotline ) | Within 30 minutes | Depends on nature |
| Network Outlet Repairs | 1 working day | 1 working day |
| Systems availability (Hardware) | 99.95% | 99.95% |
| Systems availability (Network) | 99.99% | 99.99% |
| Desktop Support Services | ||
| Desktop Operating System | 1 working day | 3 working days |
| Applications | 1 working day | Depends on nature |
| Software testing and installation | Within 1 week | Depends on nature |
| Network software | 3 working days | Depends on nature |
| Hardware Support | ||
| Replacement of Monitor, Keyboard and mouse | 1 working day | 2 working days |
| Replacement of faulty hard disk, motherboard and power supply | 1 working day | 2 working days |
| Installation of CD-ROM, Secondary Hard Disk | 1 working day | 2 working days |
| Set up a new office PC or Notebook | 1 working day | 3 working days |
Note: The Response Time is included in the Completion Time
