We endeavour to resolve these within the following timescales:

  • Urgent – Resolution within 4 ICT hours
  • High – Resolution within 6 ICT hours
  • Medium – Resolution within 27 ICT hours
  • Low – Resolution within 45 ICT hours

Incident examples

  • You have forgotten your password
  • Backups have failed
  • You get an error message when using Sims or FMS

To raise an incident request


Service requests

Service request examples

  • You want a new machine being installed
  • You want new users created in SIMS/FMS
  • You want software to be installed on workstations
  • You want a new server installed
  • Setup a trust between the admin and curriculum networks
  • Install Cloud backup solution
  • Install a new printer

To raise a service request

Download a printable 'contacting User Support' poster