Support

IT Services is responsible for providing academic and administrative computing, networking and applications, audio visual and media services along with support for centrally managed teaching space.

The IT Service encompasses all activity which uses information technology in order to deliver a service, or provide information which includes support. For help and support contact the Service Desk

How to contact the Service Desk:

IT Self Service: Log & track your incidents & requests online at: Log into IT Self Service

Chat: Talk to one of our service desk agents online by logging into IT Self Service and selecting Help Desk Chat (available from 8am – 4.45pm)

Phone: 01202 965515 (The IT Service Desk provides 24/7 telephone support)

External Enquiries: If you do not have a Bournemouth University user account please email it.enquiries@bournemouth.ac.uk

Face-to-face help: If you have problems with your computer account or if you need face-to-face help, please visit the IT Staff at the IT Help Zone located opposite the Open Access Centre in Poole House (PG16) on Talbot Campus and in Studland House 7th Floor on Lansdowne Campus.

Help Zone opening times are as follows:
Talbot Campus 
PG16 - Monday - Friday 9am - 5pm
Library - Term time - Monday - Friday 4pm - 7pm; Saturday - Sunday 10am - 5pm

Lansdowne Campus
S701 - Monday - Friday 9am - 5pm

If you are out of the country and unable to call for support, please email: servicedesk@bournemouth.ac.uk 

Suggestions - how can we improve our service to you?

IT Services values your opinion. If you have an idea to improve our service please contact us.

Other information

 

IT SERVICE LEVELS

Incident Priority SLAs

The time in the incident 'Priority' relates to the resolution SLA target, hence difference to response SLA target

Incident 'Priority'

Response SLA name

Response SLA target (business hours)

'0 - Urgent (1 hour)'

Priority 0 response (20 mins)

20 Minutes

'1- Major (4 hours)'

Priority 1 response (30 mins)

30 Minutes

'2 - Very High (8 hours)'

Priority 2 response (1 hour)

1 Hour

'3 - High (2 days)'

Priority 3 response (4 hours)

4 Hours

'4 - Medium (4 days)'

Priority 4 response (1 day)

10 Hours (1 day)

'5 - Low (10 days)'

Priority 5 response (1 day)

10 Hours (1 day)

All the above times are measured in business hours, which are defined as: 8am - 5pm Monday to Friday. Bank holiday’s and Christmas shutdown excluded

Request Priority SLAs

 

The time in the Request 'Priority' relates to the resolution SLA target, hence difference to response SLA target

Request 'Priority'

Response SLA name

Response SLA target (business hours)

'3 - Very High (2 days)'

Priority 3 response (4 Hrs)

4 Hours

'4 - High (4 days)'

Priority 4 response (1 Day)

10 Hours (1 Day)

'5 - Medium (10 days)'

Priority 5 response (1 Day)

10 Hours (1 Day)

'6 - Low (20 days)'

Priority 6 response (1 Day)

10 Hours (1 Day)

 

All the above times are measured in business hours, which are defined as: 8am - 5pm Monday to Friday. Bank holidays and Christmas shutdown excluded