TWU Login Assistance

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Service Description

TWU Login Assistance

IT can help faculty, staff and students who need help setting up their accounts or resolving a login problem.

Standard Features: 

IT provides assistance with the following systems: 

TWU Email (Outlook, Gmail) MS Teams / Slack 
Oracle (Phoenix)  RingCentral 
Oracle Cloud  Get app 
​​​​​​SQL Reports  Campus Computers and Wireless 
Colleague  HR Time and Attendance 
Adobe  Parking Permit 
Microsoft Office / M365 Canvas 

How to Request      

Self Service: Reset TWU Password 

Click the Request Service button and complete the request form. Password resets cannot be resolved over chat or email. 

If immediate assistance is required, please contact the IT Service Desk: 

  • Phone: 940-898-3971 

Roles and Responsibilities 

User Responsibilities: 

  • User is responsible for providing details related to the issue including their contact information and a full description of the problem. 

  • Users must provide photo ID or verify your Date of Birth, last 4 digits of your social security numbers, and security questions to IT staff if a password reset is needed. 

IT Responsibilities: 

  • IT will assist faculty, staff, and students with activating accounts for the first time. 

  • IT will perform manual password resets when needed. 

  • IT will communicate the status of the request to the user as needed. 

Service Audience  

Faculty, Staff and Students. 

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM). 

Service Level 1 - High 


Response Time 

 4 hours 

Resolution Time 

 1 business day 

Please Note:Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g., IT is waiting for additional information from the requestor) does not count toward the Resolution Time  

Optional Features: 

Self- Service password reset: Password Reset

Request Service


Service ID: 54162
Tue 12/12/23 2:21 PM
Fri 12/15/23 3:46 PM