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Service Catalogue > Help > Call Logging

​​​APPLY FOR THIS SERVICE

Clients are encouraged to direct all IT related requests through the IT Service Desk to ensure, calls are logged and assigned to the correct department.

Calls are prioritised in accordance with level of urgency and calls are directed and escalated.

 
FUNCTIONS AND FEATURES

OPTION 1
Contact the IT Service Desk – 021 808 4367

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

OPTION 2
Send an email to - help@sun.ac.za

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.

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

* Calls 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 3
To log your own call online, go to https://iheat.sun.ac.za/webheat

OPTION 4:

For genral IT enquiries, e-mail us at helpinfo@sun.ac.za. This mailbox is NOT for call logging. If you want to log a call, e-mail help@sun.ac.za.

 
​​​SELFSERVICE AND FAQ'S

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

​​​SERVICE AND SUPPORT

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

Dropped Calls: Less than 10%
Heat Message Centre  React within 60 minutes

Information Mailbox: React within 24 hours

(if less than 40 calls per hour)

Delivery Scope

Main Campus, Stellenbosch
Tygerberg Campus​

 

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