CSS Helpdesk

Prerequisites

To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:

  • Fulfil the fundamental customer responsibilities.
  • Provide accurate and complete information about yourself, the classroom, and the incident or request.
  • Provide a copy of the confirmation slip from P&S Venue Bookings when requesting onsite support.
  • Provide a fund and cost centre for chargeable services:
    • If you’re an external customer, provide a customer number so that you can be invoiced accordingly.
    • If you’re a new customer, complete the SD004 form to be issued with a customer number.
  • Return the safe / equipment cabinet key.
  • If you’re a non-academic staff member, seek written authorisation (email) from the HOD or equivalent to gain swipe access to the equipment cabinets – including a defined start and end date for this access.
  • Lock the safe / equipment cabinet when you’re done.
  • Ensure that centrally-bookable classrooms, especially those with loose furniture, are returned to the configuration in which the classroom was found.

 

Availability

Service request Service level target (working days)
Requesting support via telephone Calls answered within 2 minutes
Requesting support via email Responded to within 1 day
Requesting training Requests: responded to within 1 day
Requesting scheduled onsite support
  • Responded to within 1 day
  • Support: 10 minutes prior to start of scheduled event
Requesting urgent unscheduled onsite support Within 15 minutes
Requesting swipe access to equipment cabinets Resolved within 1 day
Issuing quotations for onsite support Within 1 day
Delivering keys for equipment cabinet As agreed with customer

NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.