Office for Information and Communication Technologies of the SCI

How to contact faculty IT support? Always by university email address

The standard and preferred method of contacting faculty IT support is by completing a form or sending an email. You can select your department and fill in the form on the website. It is also possible for faculty and university-wide services to send requests to it@sci.muni.cz. In your email, please provide as much detail as possible about your problem or request. This will allow us to better prepare to deal with the issue and, most importantly, to respond more quickly in urgent cases. Emails that are not sent from a work address will be considered SPAM by the system and will be automatically rejected!

26 Sep 2023 Office for Information and Communications Technologies – Faculty of Science

In cases where your problem is urgent and you cannot wait for an email response, you can contact IT support in person or by phone.
However, this should only be reserved for situations where it is absolutely necessary or, for example, when the internet is down or your computer is not working.

For communication with technical support, always use employee email (standard @muni.cz, @sci.muni.cz, @pracoviste.muni.cz, etc.) Requests from private email addresses will not be delivered and forwarded for resolution from 1 October 2023. Always check that you have received a confirmation email that your request has been accepted!

Reasons to communicate via email

Problem Log: Email communication creates a record of your problem, making it easy to track and resolve. You can return to it at any time to check its status, or apply a once-found solution to a recurring problem and create user guides, or customize and simplify the service.
Prioritization: email allows the IT team to prioritize issues based on severity and find the optimal solution for all users.
Better problem analysis: A written description of the problem allows us to better understand what's going on, increasing the chances of a quick and effective solution.
Time flexibility: We can flexibly respond to emails at different times, allowing for quick and efficient problem resolution, even if you can't reach us in person or call us, for example.

Exceptions and urgent cases

In cases where it is not possible to send an email (e.g. a malfunctioning PC, Internet outage, etc.), or in cases that are truly urgent and require immediate attention, it is advisable to contact IT support in person or by phone. This method should only be used in exceptional circumstances, as the email system provides an organised and efficient way of dealing with most problems.

Consider the priority and severity of the problem when deciding whether to call or visit. Most IT problems can be successfully resolved by email, which helps maintain an efficient IT support operation for faculty and reduces problem resolution time for all users.

With this change, attention is drawn to compliance with the Information Security Policy for the use of university mail.