MAMA NGINA UNIVERSITY COLLEGE
ICT DEPARTMENT
SERVICE DELIVERY CHARTER

Service commitment:

We assist the University College to enhance the innovative use of ICT products and services to support teaching, learning, research, extension and administrative processes as well as developing, deploying and supporting innovative, quality and sustainable IT solutions and services that meet the changing needs of the University College.

S/No SERVICE RENDERED REQUIREMENTS CHARGES TIMELINE
1 Enquiries Specify enquiry Free Within 1 day
2 Provision of online services to all staff and students as per ICT policy ICT corporate email request or ticket number Free Within 1 day
3 Provision of corporate email services to all staff and students ICT corporate email request Free Within 1 day
4 Security of Computer Infrastructure & System System Alerts and updates Free Continuous
5 Provision of ICT Helpdesk Services ticket number Free Mon – Fri 8am – 5pm
6 Provision of ICT Training Services to Staff and Students Approved request Free As per need
7 Provision of a Robust Network Infrastructure to all Stakeholders Approved budget Free Continuous
8 Maintenance of Hardware for Computer, Audio Visual & Print Services ICT corporate email request or ticket number Free Within 3 working days
9 Provision of Software Installation, Configuration & troubleshooting ICT corporate email request or ticket number Free Within 2 working days
10 Maintenance of Network Infrastructure Faults System alert Free Within 2 working days
11 Resolution of ICT Security Breaches System alert Free Within 1 working day
12 Provision of Backup & Disaster Recovery of All ICT Systems Scheduled Free Daily
  13  Access to Information  Formal Request Free Within 5 Working days
14 Provision of ICT Equipment Specification & Bill of Quantities ICT corporate email request Free Within 2 working days
15 Provision of Computer Lab Services to Staff and Students ICT Policy Free Mon – Fri 8 am – 5 pm
                                           WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY                                                                                                                                            
Working Hours: 8.00- 5.00 pm on Monday to Friday, Closed on Weekends and Public Holidays except where indicated

NB: In case the services rendered do not conform to the standards shown above, kindly contact the Head of Department, ICT (LT 102) Based in the Lecture Theatre Building.
Address:

Mama Ngina University College                                                                                     Direct your complaints to the Complaint Office (Room 207)
P.O. Box 444-01030                                                                                                              Email: feedback@mnu.ac.ke
Gatundu, Kenya                                                                                                                      Tel: 0798 352 450
Email: ict@mnu.ac.ke                                                                                                           Ext: 5001
Tel: 0702 125 192
Ext: 5090/5091

                                        HUDUMA BORA NI HAKI YAKO                                                                     

Working Hours: 8.00- 5.00 pm on Monday to Friday, Closed on Weekends and Public Holidays except where indicated

NB: In case the services rendered do not conform to the standards shown above, direct your complaints, and queries to the Head of Department, ICT department in Room 111 Based in the Admin block

Address:

Mama Ngina University College
P.O. Box 444 –01030
Gatundu, Kenya
Tel: 0702 125 192
Email: ict@mnu.ac.ke