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:
Roles and Responsibilities
User Responsibilities:
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User is responsible for providing details related to the issue including their contact information and a full description of the problem.
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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:
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IT will assist faculty, staff, and students with activating accounts for the first time.
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IT will perform manual password resets when needed.
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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).
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Service Level 1 - High
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Response Time
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4 hours
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Resolution Time
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1 business day
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| 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