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.