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Requesting Support

The primary means of contact with System Support is via email. Wherever possible, all problems, questions or requests should be sent to ss@cse.unsw.edu.au, so that they can be tracked and replied to in a timely manner.

Alternatively, urgent matters (or situations where email is not possible) can be dealt with over the phone, on extension 54199, or external phone (02) 9385 4199. You will likely be asked to forward any relevant details or even just a summary of the issue by email anyway, where possible.

When neither of the above is possible, you can visit the SS area in room K17-111, situated behind the lifts on the first floor of the K17 building (take the right-hand hallway as you face the lifts).

Once again, however, we stress that due to the high probability that we'll be fixing urgent problems at any given time, we cannot always provide prompt attention to phone calls or in-person visits, so email really is your best option in all cases.

Policy issues

Both the school and the Computing Support Group have a number of policies in place regarding requests sent to SS, and proactively complying with these policies will result in faster, more efficient results for you.

Provide enough information

One of the most common causes of "email tag" in our daily routine is insufficient information as to the nature of the problem. Please ensure that wherever possible you always provide as much relevant information as you can, such as:

If you can include the contents of your terminal session where you encountered the problem, so much the better.

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