Frequently Asked Question
IT Emergencies
Last Updated 3 months ago
What constitutes an IT Emergency:
How to Report an IT Emergency
First and foremost, if you can make the situation safe, please do so. (IE: If you have a malware attack, pull out the Ethernet Cable, to prevent the virus from spreading) If a piece of equipment is seriously malfunctioning and is a danger to you or others, strike the RED EMERGENCY STOP Plunger, to shut off the power.)
Next, use our Incident Reporting Tool, to report it. IMPORTANT: Please make sure you use the word EMERGENCY, in the subject line of your ticket. This will automatically prioritise your ticket with the highest possible priority (P1) and will flag it as an emergency incident.
Please note: This is for emergencies only. Your ticket will be manually re-triaged, if you submit an incident, which is not deemed to be an emergency.
Finally and most importantly: Please follow up your ticket with a call to the IT Servicedesk. During Office Hours, please call: 01253 224925 or 07951078395 Out of hours This will allow us to escalate the incident, so we can get to work on resolving it ASAP.
- A major IT Systems outage
- A major IT Service, which is degraded and where there is no possible workaround
- a major security breach
- loss of a device holding critical and confidential information
- or where there has been an unauthorised disclosure of Station data
How to Report an IT Emergency
First and foremost, if you can make the situation safe, please do so. (IE: If you have a malware attack, pull out the Ethernet Cable, to prevent the virus from spreading) If a piece of equipment is seriously malfunctioning and is a danger to you or others, strike the RED EMERGENCY STOP Plunger, to shut off the power.)
Next, use our Incident Reporting Tool, to report it. IMPORTANT: Please make sure you use the word EMERGENCY, in the subject line of your ticket. This will automatically prioritise your ticket with the highest possible priority (P1) and will flag it as an emergency incident.
Please note: This is for emergencies only. Your ticket will be manually re-triaged, if you submit an incident, which is not deemed to be an emergency.
Finally and most importantly: Please follow up your ticket with a call to the IT Servicedesk. During Office Hours, please call: 01253 224925 or 07951078395 Out of hours This will allow us to escalate the incident, so we can get to work on resolving it ASAP.