Clients are encouraged to log requests on our ICT Partner Portal to ensure that they are recorded and assigned correctly to the relevant person.

Requests are prioritised in accordance with level of urgency and directed and escalated accordingly.

OPTION 1
Log a service request on our ICT Partner Portal with the following information:

1. Description of problem
2. Telephone number
3. Room Number
4. Department and building
5. Asset number of computer, laptop, printer, etc.

Requests will be logged automatically and reference number sent via email.

* Requests will be closed by technicians if the user has been contacted three times telephonically or by e-mail and if the call has been open for a week.
An e-mail will then automatically be sent to the user.

OPTION 2
Contact the IT Service Desk – 021 808 4367

We require username and asset number in order to assist OR leave a voicemail message.

OPTION 3:

Send an email to - help@sun.ac.za where your request will automatically be logged by our system.

Error reporting FAQs
What turnaround time could I expect?
How do I reset my password?

Service Hours

08H00 - 12H45 and 13H45 - 16H30
One service desk agent on duty during lunch times from 12h45-13h45

Service Support

Help, advice or enquiries with this service can be obtained via 021 808 4367 or send an email to help@sun.ac.za

Service Targets

Queue Time: Answer 80% of calls within 120 seconds

Information Mailbox: React within 24 hours

* (if less than 40 calls per hour)

Delivery Scope

Main Campus, Stellenbosch
Tygerberg Campus​