To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:

  • Fulfil the fundamental customer responsibilities.
  • Report faulty or missing equipment via the CSS Helpdesk.
  • To book the use of mobile equipment, provide 2 working days’ notice.
  • For centrally-bookable classrooms, provide a copy of the confirmation slip from P&S Venue Bookings.
  • Provide accurate and complete information about the customer, the classroom and the incident or request.
  • Provide a fund and cost centre for chargeable services:
    • If you’re an external customer, provide a customer number so that you can be invoiced accordingly.
    • If you’re a new customer, complete the SD004 form to be issued with a customer number.
  • Allow technical support to take place between lectures and up to 10 minutes during an event.
  • Ensure that classroom equipment isn’t damaged or stolen.
  • Lock equipment cabinets.
  • Ensure that centrally-bookable classrooms - especially with loose furniture - are returned to the configuration in which the classroom was found.


Access to internet services is available 98% of the time 24 hours a day, 7 days a week excluding official monthly maintenance windows.

Service request Service level target (working days)
Proactively checking equipment in centrally-bookable classrooms Daily

Remediating faulty or stolen equipment in centrally-bookable classrooms

  • Provide backup equipment: by the next lecture
  • Replace: within 5 days
Issuing quotations for use of AV/IT equipment Within 1 day

Delivering & setting up of mobile equipment

  • Requests: responded to within 1 day
  • Delivery & set up:10 minutes prior to start of scheduled event
Removing of mobile equipment 10 minutes prior to end of the scheduled end of the event

Read the Core SLA FAQ for a detailed definition of Availability.