Support hours & raising something urgent
EveryoneSupport hours & raising something urgent
Section titled “Support hours & raising something urgent”When we’re available
Section titled “When we’re available”The service desk’s published hours are shown on the portal home page. Requests raised outside those hours are picked up the next working day, in priority order.
Raising something urgent
Section titled “Raising something urgent”Mark a request Urgent only when it is stopping teaching, affecting many people, or poses a safety risk — for example a whole-room outage during lessons, or a network failure across the site. Over-using “urgent” makes it harder for the team to spot the requests that genuinely can’t wait.
For everything else, normal priority is the right choice and is still tracked against a target response time.
Out of hours and emergencies
Section titled “Out of hours and emergencies”- For building, fire or security emergencies, follow your site’s emergency procedure — don’t rely on a ticket.
- For safeguarding concerns, contact your Designated Safeguarding Lead directly.
- For urgent IT issues out of hours, check whether your trust publishes an on-call contact; otherwise raise a request marked Urgent and it’ll be first in the queue when the desk opens.