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Support hours and channels

Details of the support available during our ‘core hours’ and ‘out of hours’, and via our various support channels.

  • Support hours

    TypeSupport hoursSupport available
    Core hours

    8:45am – 4:30pm

    Monday – Friday

    All services are fully supported during these hours 

    Out of hours

    All other hours including weekends, bank holidays and University closures

    IT Helpline support and guidance

    Escalated support and issue resolution on best effort basis for high impact incidents, affecting over 1,000 people or affecting the reputation of the University.

  • Support channels

    Our IT Service Desk is here 24 hours a day, 365 days per year. You can reach us on the following channels:

    ChannelHoursDelivered bySupport available
    Phone

    8am – 5pm

    Monday – Friday

    Manchester Met in-house Helpline teamFull support across all services and systems for all staff, students and guests.
    All other hours including weekends, bank holidays and University closuresPartner University (our normal contact details apply)Support on password recovery, print queries, file recovery, network, advice and guidance on general IT queries, logging and escalation of all other queries.
    PortalTickets can be submitted 24x7. They will be picked up between 8am-5pm Monday-Friday.Manchester Met in-house Helpline teamFull support across all services and systems for all staff, students and guests.
    Live chat

    8am – 5pm

    Monday – Friday

    Manchester Met in-house Helpline teamFull support across all services and systems for all staff, students and guests.
    All other hours including weekends, bank holidays and University closuresPartner University (our normal contact details apply)Support on password recovery, print queries, file recovery, network, advice and guidance on general IT queries, logging and escalation of all other queries.
    Face to face
    (All Saints Library)

    8am – 5pm

    Monday – Friday 

    Manchester Met in-house Helpline team

    Full support across all services and systems for all staff, students and guests.

    Please note: the support we offer if using your own device is detailed on this page: Using your own device.

  • Peak times

    These are our busy periods. It might take you a bit longer to get through, but we still aim to meet all of our service level targets.

    PatternDuration
    Daily10am-2pm
    WeeklyMonday-Tuesday
    SeasonalSeptember-October

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