Table of Contents
1. INTRODUCTION
2. OVERVIEW OF TECHNICAL SUPPORT SERVICES
2.1 OBJECTIVES
2.2 SCOPE OF SERVICES
2.3 RELATIONSHIP WITH MAINTENANCE SERVICES
2.4 STAFF CATEGORIES
2.5 CHARGING SCHEMES AND SCHOOL S ENTITLEMENT
2.6 USER RIGHTS AND CONTRACTOR S RESPONSIBILITIES
3. SERVICE REQUIREMENTS FORMULATION
3.1 INFORMATION FROM CONTRACTORS
3.2 ROLES OF SCHOOL INFORMATION TECHNOLOGY IT TEAM
3.3 CONSIDERATIONS ON ACQUIRING THE SERVICES
3.4 THE PREVENTION OF BRIBERY ORDINANCE CAP 201
4. ORDER PLACEMENT
4.1 ASSIGNMENT BRIEF
4.2 ASSIGNMENT PROPOSAL
4.3 CONFIRMATION OF ORDER
4.4 REQUEST FOR CHANGE OF TECHNICAL SUPPORT SERVICES
5. SERVICE DELIVERY AND MONITORING
5.1 INITIAL STAGE
5.2 ONGOING SERVICE DELIVERY AND MONITORING
5.3 SCHOOL S FEEDBACK
6. SERVICE ACCEPTANCE
6.1 SERVICE REPORTS
6.2 ACCEPTANCE OF SERVICES
7. PAYMENT AND RECORD KEEPING
7.1 CONDITIONS OF PAYMENT
7.2 RECORD KEEPING
8. APPENDIX A FLOWCHART OF ACQUISITION PROCEDURES
9. APPENDIX B DETAILS OF TECHNICAL SUPPORT SERVICES
9.1 B1 REMEDIAL SUPPORT SERVICES
9.2 B2 ROUTINE SUPPORT SERVICES
9.3 B3 AD HOC SUPPORT SERVICES
9.4 B4 RECORD/INVENTORY KEEPING & MANAGEMENT REPORTING
9.5 B5 TESTING CENTRE SUPPORT SERVICES
9.6 B6 OVERALL MANAGEMENT & LIAISON SERVICES
9.7 B7 CLASSIFICATIONS OF DEGREE OF NETWORK FAILURES
10. APPENDIX C STAFF CATEGORIES FOR SUPPORT SERVICES
10.1 C1 SENIOR NETWORK SYSTEM ENGINEER

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