We provide a reliable digital environment with seamless access to digital information and an excellent service to our customers.
You can read how we aim to achieve this below.
ICT Service Desk hours
We design our digital products to be available 24 hours a day, seven days a week. This is achieved through resilient design and automatic recovery based on business criticality of the product.
Support is available from the ICT Service Desk team between 08.30 - 18.00, Monday to Friday, excluding the University closure days.
Find out more about how to contact us and our out of hours service.
We measure our ticket response and resolution times based on Imperial’s standard working hours between 09.00 - 17.00.
Your requests
Depending on what you need from us, we organise your requests in to three categories.
You do not need to remember the categories, but we have shared them below so you can understand what is happening 'behind the scenes'.
You want to: | Examples | Reference* |
---|---|---|
1. Report an IT issue (something is not working) |
My laptop won't turn on. I have a network connection issue. |
INC (Incident) |
2. Request an IT service, device or access |
I want a new shared mailbox. I need a new mobile phone. I need access to a service. |
REQ and RITM (Request) |
3. Ask a question about an IT service or request new functionality / enhancement |
How can I....? I want to add new functionality. |
CS (Case) |
*We will record every interaction we have with you as a ticket with a unique reference number assigned to it. The reference number will be included in our communication with you, e.g. INC0123456 or RITM007890 or CS0098764.
Prioritisation
We will always work with you to agree the correct priority for your issues and requests and aim to resolve/fulfil at least 90% of them within the timelines provided below.
The First response time is the timeframe in which we aim to provide you with the acknowledgement on how we will deal with your issue/request. This could be by assigning the ticket to a member of ICT or by starting work on the ticket.
The Resolution time is the timeframe in which ICT aims to resolve your ticket, either by fixing the issue or fulfilling it.
Incidents
Priority (P) | First response (hours*) | Resolution time (days*) |
---|---|---|
P1** | 1 hour | 1 day |
P2 | 2 hours | 2 days |
P3 | 4 hours | 5 days |
P4 | 8 hours | 10 days |
*Hours and days are based on our Service Commitment set out on this page. The measurement starts when we receive the ticket. For example, If you have a P4 incident opened on a working day (see opening hours above) in the afternoon, we are most likely to get back to you with the first response the next working day.
**Any issues stopping teaching and learning in a lecture theatre will be treated as a P1.
Cases
First response time (hours) | Resolution time (days) |
---|---|
8 hours | 10 days |
Note: A request for new functionality or enhancement may take longer to fulfil. After discussing this with you, we will move the request to the appropriate product backlog to be prioritised and delivered as part of a product roadmap.
Requests
First response time | Resolution time |
---|---|
Varies based on the nature of the request | Varies based on the nature of the request |
Delays
When there is a delay outside of our control, such as we are waiting for more information from you or a resource to be provided by a third party (e.g. for access to a locked room or when we are waiting for an arranged visit to take place), your ticket may enter a ‘paused’ state and the resolution timer will be paused.
Major incidents
A major incident is defined as an unplanned service disruption that significantly impacts a large number of users.
In the event of a major incident, ICT will provide hourly updates on our ASK portal page under the Service Status window.
Depending on the nature and impact of the incident, messages may also be sent out on multiple channels, such as Imperial’s Critical Event Management Software, email, SMS message, social media channels and to relevant stakeholders to cascade.
Priorities and commitment for devices
University managed devices
We aim to fix any issues with your university managed devices so you can continue to use the services related to your work, research or teaching and learning.
Bring your own devices (BYOD)
If you are not provided with a university managed device for your work or study, and you need to use a personally owned device (BYOD), we aim to fix any issues, but we cannot guarantee a solution in every case.
Self-managed devices
If your university-owned device is not managed by ICT, you are primarily responsible for resolving any device specific issues and follow-ups with the supplier including; software, licensing, hardware, support and warranty. We will not normally provide any support for self-managed devices.
Further support
- Contact the ICT Service Desk for help and support with IT.
- Contact the Service Management team if you want to know more about the above commitment.
Page last updated: 23.01.25