INFO
CLIENT CHARTER
A. DIGITAL GATEWAY SERVICES (KUKURO, HELPDESK)
- To ensure that first-level user complaints (minor issues: password, installation, etc.) are resolved and feedback is provided to the complainant within a maximum period of 1 hour during working hours.
B. INFRASTRUCTURE SERVICES (WIFI, PC, UCS, IoT, ABM)
- To ensure that second-level repair actions (major issues: equipment replacement, configuration, etc.) received from the digital gateway are resolved and informed to the complainant within a maximum period of 3 working days.
- To ensure the loan and addition of basic hardware (additional network nodes, IP phones, computers, ABM, etc.) that do not involve new procurement are completed within a maximum period of 5 working days from the date the application is received.
C. INFOSTRUCTURE SERVICES (SYSTEM MODULES)
- To ensure that complaints from the digital gateway involving the second level (major issues: system function errors, user access, etc.) are thoroughly reviewed and resolved within a maximum period of 7 working days.
- To ensure that applications for system enhancement and the development of additional modules are reviewed and status feedback is provided within a maximum period of 7 working days.
D. CYBER SECURITY SERVICES (USER-LEVEL INTRUSION)
- To ensure that user-level cyber security incident complaints are reviewed and validated within a maximum period of 1 working day.
E. DIGITAL GOVERNANCE SERVICES
- To ensure that complete ICT paperwork applications are reviewed and provided with technical recommendations by Digital Experts (SMEs) within a maximum period of 8 working days before being presented to the UMS ICT Technical Committee Meeting (JTI).
Client Performance Statistics
0
2024
0
2023
