How to Report an After-hours IT Emergency

The NC State Help Desk resolved more than 31,000 incidents last year, while the Walk-in Center assisted over 4,000 students. Both services are open Monday through Friday from 8 a.m. to 5 p.m.

In case of an IT emergency, the Office of Information Technology also has an on-call support team to help after hours.

What Qualifies as an IT Emergency?

Think critical and widespread. An IT emergency is a situation that severely impacts a large number of users or a vital service. Here are a few examples:

• Major System Outages: Systems like Gmail, WolfWare or MyPack Portal are down outside of regular IT maintenance windows.
• Network Disruptions: Large portions of campus cannot connect to the internet or access network resources.
• Security Incidents: You suspect a serious security incident like a data breach.
• Safety Concerns: An IT issue is directly impacting the safety or security of the campus community.

Minor issues affecting a single user can typically wait until the next business day.

Reporting an IT Emergency

Before you report an IT emergency, check the NC State IT Service Portal for known outages.

If the outage isn’t listed, contact the after-hours support team by calling 919.515.HELP (4357) and pressing 7. Be prepared to provide details about the issue, including who and what systems may be affected.