After Hours Support

ICT provides an after-hours response capability to investigate and resolve major failures with core University ICT systems outside of our normal operating hours of 8:00am - 5:00pm Monday to Friday.

After-hours support should only be contacted for incidents that affect the entire campus or site, or an entire ICT core service.  All support issues which do not fit into this categorisation should be logged through ICT Self Service and will be dealt with on the next business day.

How to Contact After Hours Support

Telephone on +61 7 4631 1900 or extension 1900 (if on-campus).

What to do when you call After Hours Support

Please ensure that you assess the relative severity and impact of the problem you are reporting.  There are significant costs associated with after-hours callouts.

When you ring, you will hear a system status message which will indicate any known current system problems.  After the status message, you will then be redirected to leave a voice message to notify on-call staff of the issue.  Please clearly state your name, contact number (so we can contact you for more information if necessary) and give clear details of the system affected.

ICT on-call personnel will monitor the voice mail regularly and also utilise automated monitoring systems to assess the impact and urgency of problems.

Non-urgent issues will be dealt with by ICT Service Desk staff on the next business day.