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Computer Maintenance Service

The purpose of this service level agreement document is to clarify the scope of Computer Center maintenance service to university staff and departments for better understanding about the service standard.

Definition

  • Computer Center Maintenance Service will be called “Service Provider”
  • University staffs and departments will be called “Service User”

    • Roles and Responsibility

    Role Responsibility
    Service User ๐ Report problems or needs related to computers and peripheral devices
    ๐ Request for consultation with staff about computers and peripheral devices
    Service Desk ๐ Receive problem reports by telephone, OSTicket, email, or counter service
    ๐ Record the problem and delegate tasks by OSTicket, then follow up the result
    ๐ Evaluate service request and solve the problem for users as quickly as possible, minimizing the damage to SLA Specifications
    ๐ Verify and follow up with the result
    ๐ Create summary report
    CC Service ๐ Receive problem report from OSTicket from Service Desk
    ๐ Solve the problem or fulfill the user's request
    ๐ Provide suggestions about service usage for users to solve their problems
    ๐ Contact Computer Center’s internal staff in charge to solve the problem if the problem cannot be fixed by maintenance staff.
    ๐ Record the incident, problem, and solution in OSTicket system.
    ๐ Create a summary report and report to chief of division
    Head of Department ๐ Create service level agreement for computer maintenance service
    ๐ Examine and modify service level agreement document
    ๐ Examine and improve service catalog
    ๐ Store service level agreement document
    ๐ Follow up and verify services result
    ๐ Examine report and service result
    Director of Computer Center ๐ Verify, approve, and observe services according to the service level agreement document

    Service Hours

    The service hours are the same as university working hours which are 08.30 AM - 04.30 PM

    Service Scope

  • 1. Service provider must specify service level for maintenance CC service in service catalog.
  • 2. Service provider must review and improve service level to keep up with the current trends.
  • 3. Service provider must regularly follow up CC service results and improve the service to meet service level standards.
  • 4. Service provider must keep the service standard at the specified service level.
  • 5. Service provider provides CC service for Bang Mod campus only.
  • 6. Service provider receives CC service requests between the hours of 08.30 AM - 03.30 PM only.

    • Service User Scope

  • 1. Service users must make a request every time they wish to receive the service.
  • 2. Service users must state the problem clearly and in detail.
  • 3. Service users must accept the terms and agreement to receive CC service.
  • 4. Service users must follow the service terms and agreement.

    • Service Terms

  • 1. Service provider only provides service for university’s computers and peripheral devices, excluding the property of departments.
  • 2. Service provider provides maintenance service for desktop computers, laptops, printers, scanners, and other peripheral devices.
  • 3. The service does not include hardware or software training for service users.
  • 4. If Office of Director’s computers and peripheral hardware are damaged, the service provider will fix or replace the damaged hardware along with being responsible for the expenses.
  • 5. If the hardware belonging to faculties or departments is damaged, the service provider will replace them only with the hardware provided by the department. The service provider will not be responsible for any expenses.
  • 6. Service provider will not provide spare computers or other peripheral devices while the maintenance process is ongoing.
  • 7. Service users can request service by the following channels:
    • ๐ Internal number 111 or 024709444

    • ๐ OSTicket System

    • ๐ ccsupport@kmuttt.ac.th

    • ๐ Counter Service at Computer Center, Classroom Building 2 Floor 2

    • Services covered under the Service Terms

  • 1. Scanner and printer installation
  • 2. Scanner and printer maintenance
  • 3. Computer, laptop, and peripheral devices hardware maintenance
  • 4. Licensed Microsoft Windows installation for staffs
    • ๐ Microsoft Windows 10

    • ๐ Microsoft Windows 7

    • ๐ Microsoft Windows 8

    • ๐ Microsoft Windows XP

  • 5. General software and licensed software installation for staffs
    • 1. General Software
      • ๐ Internet browser; Firefox 42.0, Opera 33.0, and Thunderbird 38.3.0

      • ๐ FTP; FileZilla 3.14.1 and Winscp 5.7.6

      • ๐ VPN Client

      • ๐ General software; SIPA 13 national fonts, TH Sarabun New, TH Sarabun IT๙, and TeamViewerQS

      • ๐ Data compression; 7Zip 15.11 32 bit, 7Zip 15.11 64bit, IZArc 4.1.9, WinRAR 5.21 32 bit, and WinRAR 5.21 64 bit

      • ๐ Open Office; Apache Open Office (Thai and English version) and LibreOffice

      • ๐ Photo and video editor; PhotoScape 3.7, Pixillion Image Converter 2.93, PhotoPad Photo Editing 2.76, PhotoStage Slideshow 3.31, and Prism Video Converter 2.52

      • ๐ PDF reader; Adobe Acrobat Reader DC, doPDF 8.5.937, PDFCreator 2.2, and DocSpear 1.9
    • 2. Licensed Software
      • ๐ Adobe Creative Cloud

      • ๐ EndNote, Microsoft Office

      • ๐ PASW Statistics

      • ๐ SPSS Statistics

      • ๐ Symantec Antivirus

  • 6. General software and licensed software maintenance service for staff.
  • 7. Virus scan for computers
  • 8. Network maintenance service for WIFI KMUTT Secure, KMUTT SecureN and eduroam on computers, tablets, and smartphones
  • 9. LAN maintenance service for computers

    • Service Level

    Services Service Level

    Scanner and printer installation

    Services Steps

  • 1. Install new scanner or printer if it is not already installed.

  • 2. Connect scanner or printer to USB port or LAN if it is not already connected.

  • 3. Install scanner or printer driver on the computer.

  • 4. Print or scan a test document to verify the installation.
    		•  Computer Center service level standard is to successfully complete this service within 1 working day.

    Scanner and printer maintenance

    Services Steps

  • 1. Examine the scanner or printer.

  • 2. Verify if the driver is still functioning.

  • 3. Solve the problem by reinstalling the driver or changing settings as necessary.

  • 4. Print or scan a test document to verify that the device is successfully fixed.
    		•  Successfully complete the service within 1 working day.

    Computer, laptop, and peripheral devices hardware maintenance

    Services Steps

  • 1. Examine the computer hardware to determine the cause of the problem such as corrupted RAM or VGA card
  • 2. If the cause is virus infected hardware, proceed to clean it and verify the result.
  • 3. If the cause is old or damaged hardware belonging to a department, proceed to notify the department that it must purchase new hardware for replacement.
  • 4. If the cause is old or damaged Office of Director’s hardware, proceed as follows
    • ๐ If the device is still in warranty period, contact the supplier company
    • ๐ If the device is no longer in warranty period, replace the device.
    		• Successfully complete the service within 1 working day

    Licensed Microsoft Windows installation for staff

    Services Steps

  • 1. Install Microsoft Windows
  • 2. Install drivers such as LAN, wireless, graphics, and sound card.
  • 3. Test the operating system.
    		•  Successfully complete the service within 1 working day

    General software and licensed software installation for staff

    Services Steps

  • 1. Install the software.

  • 2. Test the software.
    		•  Successfully complete the service within 1 working day.

    General software and licensed software maintenance service for staff

    Services Steps

  • 1. Examine the problem.

  • 2. Analyse and fix the problem.

  • 3. Test the software.
    		•  Successfully complete the service within 1 working day.

    Virus scan for computers

    Services Steps

  • 1. Examine the antivirus software in the computer.

  • 2. If antivirus software is not installed, install this software.

  • 3. If the computer already has antivirus software installed, start virus scan.

  • 4. Remove any existing viruses in the computer.

  • 5. Report the scan result to the user.
    		•  Successfully complete the service within 1 working day.

    Network maintenance service for WIFI KMUTT Secure, KMUTT SecureN and eduroam on computers, tablets, and smartphones

    Services Steps

  • 1. Verify the user’s Internet Account.

  • 2. Examine WiFi settings on user’s device.

  • 3. Fix the WiFi settings on user’s device.

  • 4. Test the connection on user’s device.
    		•  Successfully complete the service within 1 working day.

    LAN maintenance service for computers

    Services Steps

  • 1. Examine whether the LAN cable is connected properly.

  • 2. Examine the network connectivity on the computer.

  • 3. Verify the IP address.

  • 4. If the LAN cable appears to be malfunctioning, contact Network staff to examine and fix the problem.
    		•  Successfully complete the service within 1 working day.

    Service Process

    To provide a standardized service, the service order is categorized by service time as follows:

    Issuing a Ticket Service Desk staff will issue a ticket within 10 minutes after receiving a problem report.
    Response Time Is the time period between issuing a ticket and contacting the user by the staff in charge.
    Resolution Time Is the time period between the user making a service request and the service being completed and handed over to the user.

    Priority Level

    Critical        Problems with systems related to university meeting management and other official meetings.
    High
    • Computer and devices cannot be turned on (including Windows being not accessible); problems with accounting and finance systems, and student registration system
    Medium
    • Problems with information systems for management and educational management, computer and peripheral devices maintenance, network maintenance such as LAN and WiFi, and software maintenance.
    Low
    • New software installation and hardware installation such as computers, scanners, and printers.

    Priority Level

    Priority Critical High Medium Low
    Response Time 10 min 10 min 20 min 30 min
    Resolution Time 30 min 3 hrs 6 hrs 8 hrs

    Other Services outside the Terms

    Problems that are caused by external factors such as malfunctions of the external Internet system or power outages cannot be serviced within the service level standard


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