Contact us

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

1. Service request: A formal request for something to be provided, such as system access, computer equipment, or a password reset.

2. Incident: An unplanned interruption or reduction in the quality of an IT-supported service.

We aim to resolve all tickets within 5 business days. However, some major incidents may require prioritisation based on their heightened impact and urgency. This prioritisation is guided by the Incident Prioritisation Matrix.

If you believe you are affected by a major incident (High or Critical) as confirmed by the Incident Prioritisation Matrix, it's important you call the IT Service Centre. Once the IT Service Centre is notified and confirms that the incident is either High or Critical, they will invoke the major incident process to restore the service as quickly as possible.

• P2 - High

  4 Hours

  8 Hours

• P3 - Medium

  4 Hours

  2 Days

• P4 - Low

  4 Hours

  5 Days