There are two types of tickets you may submit when contacting UNSW IT for assistance:

• Service Request - A formal request for something to be provided. E.g. System access, computer equipment, password reset.
• Incident - An unplanned interruption or reduction in the quality of an IT supported Service.

We aim to resolve all tickets within 5 business days. Some Major Incidents however may require prioritisation based off their heightened impact and urgency. This prioritisation is guided by the Incident Prioritisation Matrix.

*If you believe you are being impacted by a major incident (High, Critical)  as confirmed by the Incident Prioritisation Matrix it is important that you call the IT Service Centre. As soon as the IT Service Centre are notified and confirm that the incident is either High or Critical they will invoke the major incident process which aims to restore the service as quickly as possible.

Priority & Target Resolution Time (In Business Hrs)               
P1 - Critical     ===>    4 Hrs
P2 - High        ===>    8 Hrs
P3 - Medium   ===>    2 Days
P4 - Low         ===>    5 Days

Open Hours: Monday - Friday: 8:00am - 6:00pm (AEST)

• Upper Campus IT Hub - Room G06, D26 Biological Sciences Building (Next door to XS Cafe)
• Middle Campus IT Hub - G008, Ground Floor H13 Anita B Lawrence Centre (Formerly the Red Centre Building off University Mall)
• Paddington Campus IT Hub - Ground Floor, Block D, Paddington Campus

(Please note that the map below only shows the Upper Campus IT Hub)