Support Hours
We offer round-the-clock support and guidance, but universal and comprehensive service support is limited to core hours. The following is a breakdown of the specific support we offer and when.
Support Hours
Support hours
| Type | Support hours | Support 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 Helpline is here 24 hours a day, 365 days per year. You can reach us on the following channels:
| Channel | Hours | Delivered by | Support available |
|---|---|---|---|
| Phone |
8am – 5pm Monday – Friday |
Manchester Met in-house Helpline team | Full support across all services and systems for all staff, students and guests. |
| All other hours including weekends, bank holidays and University closures | Partner 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. | |
| Portal | Tickets can be submitted 24x7. They will be picked up between 8am-5pm Monday-Friday. | Manchester Met in-house Helpline team | Full support across all services and systems for all staff, students and guests. |
| Live chat |
8am – 5pm Monday – Friday |
Manchester Met in-house Helpline team | Full support across all services and systems for all staff, students and guests. |
| All other hours including weekends, bank holidays and University closures | Partner 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.
| Pattern | Duration |
|---|---|
| Daily | 10am-2pm |
| Weekly | Monday-Tuesday |
| Seasonal | September-October |