Tēnā koe,

This is a request for official information within the meaning of the Official Information Act 1982.

Could you please provide the following information, which I anticipate will be easily sourced from the University's ticket management and performance monitoring systems:

1. In each of the past five years, how many tickets, issues or complaints have been logged with the Digital Solutions (or its predecessor, ITS) service desk relating to network connectivity issues?
2. In each of the past five years, how many major network outages have there been? Kindly provide summary statistics for the length of those outages for each year (i.e. longest, shortest, and median lengths).
3. Across the last five years, what have been the predominant (>10 per cent) causes of major network outages? For example, x per cent may have been caused by a power failure, y per cent may have been caused by a firewall failure, and z per cent may have been caused by an authentication systems failure.

If "major network outage" has an obvious natural meaning within the University's own incident classification system, please feel free to use that definition. Ideally it should include all incidents which prevent a significant number of users from accessing the internet, such as incidents affecting more than one floor or wireless access point.

"Each of the past five years" and "across the last five years" means the full calendar years 2020, 2021, 2022, and 2023; and the 2024 year to date.

Yours faithfully,

Samuel Watson