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

To meet general requirements:

When accessing software via the UCT network or the internet:

  • Use a computer with a working internet connection.
  • Use a correctly-configured network client or web browser.
  • Ensure that the ZenWorks agent is installed on your computer, so that you can access ZenWorks software.

To have non-standard software made available on the network:

  • Ensure that the software is legal and compatible with the UCT network.
  • Identify which network identity holders will be given rights to use the software.


Software on the UCT network accessed via a client or agent 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)
Modifying access rights to software Completed within 1 day
Making non-standard software available Completed within 3 days of receipt of the software
Fixing a fault or problem Response within 1 day

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