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

  • Fulfil the fundamental customer responsibilities.
  • Pre-register for Password Self-Service in order to use it to reset your password.
  • Provide proof of identification in order to have your passwords changed by the IT Helpdesk.
  • Change your password when prompted to do so.


Password Self-Service 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)
Applying a password change request submitted via Password Self-Service Completed in 5 minutes
Changing a password via the IT Helpdesk Completed in 1 day

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