Dear Michael,

 

I refer to your email of 26 September 2024 in which you made requests for
information related to the University's IT Support. Part of your request
read as follows:

 

"- all correspondence (emails, Teams, Signal, Whatsapp, etc) between IT
support team members regarding resolution time or level of service.

- copies of all complaints received by IT support"

 

You did not specify a time-period for these requests. Under section 12(2)
of the Official Information Act 1982 (OIA), requests for official
information must specify the official information requested with "due
particularity". If you wish to request this information, you will need to
specify a time-period. The University will then respond to your request as
soon as reasonably practicable, within 20 working days, unless that time
limit is extended under the OIA. You should note, however, that these
requests likely cannot be granted without substantial collation or
research, and substantive withholding grounds would also likely apply to
these documents.

 

The University is processing the rest of your request and will respond in
due course.

 

Yours sincerely,

 

Landon Watt
Legal Advisor
Office of the Vice-Chancellor

Waipapa Taumata Rau | University of Auckland  

 

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Dear Michael,

 

Further to my email of 11 October 2024, I am writing to consult with you
about your requests for the number of requests made to IT support and
average resolution time.

 

It appears from your request that you are specifically interested in IT
support for students. However, only University staff members can raise IT
tickets and they are raised in the name of the staff member. Please
confirm you are seeking IT support requests that specifically relate to
student support or if you are instead seeking these statistics for all IT
support requests from University staff. We will likely not be able to
provide statistics for IT support requests that specifically relate to
student support. Please reply to clarify your request by 18 October 2024.

 

Yours sincerely,

 

Landon Watt
Legal Advisor
Office of the Vice-Chancellor

Waipapa Taumata Rau | University of Auckland  

 

From: Landon Watt <[email address]>
Sent: Friday, 11 October 2024 4:46 pm
To: [FOI #28537 email]
Cc: legal <[email address]>
Subject: RE: 2024-OIA-0230-Ward

 

Dear Michael,

 

I refer to your email of 26 September 2024 in which you made requests for
information related to the University's IT Support. Part of your request
read as follows:

 

"- all correspondence (emails, Teams, Signal, Whatsapp, etc) between IT
support team members regarding resolution time or level of service.

- copies of all complaints received by IT support"

 

You did not specify a time-period for these requests. Under section 12(2)
of the Official Information Act 1982 (OIA), requests for official
information must specify the official information requested with "due
particularity". If you wish to request this information, you will need to
specify a time-period. The University will then respond to your request as
soon as reasonably practicable, within 20 working days, unless that time
limit is extended under the OIA. You should note, however, that these
requests likely cannot be granted without substantial collation or
research, and substantive withholding grounds would also likely apply to
these documents.

 

The University is processing the rest of your request and will respond in
due course.

 

Yours sincerely,

 

Landon Watt
Legal Advisor
Office of the Vice-Chancellor

Waipapa Taumata Rau | University of Auckland  

 

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Dear Michael,

 

We have interpreted your response to our request for clarification, to
confirm that you are specifically interested in IT tickets related to IT
support for students, for the calendar year 2023.

 

In my email of 15 October 2024, I advised that only University staff
members can raise IT tickets, and they are raised in the name of the staff
member.   The Act enables people to request information from agencies,
including the University.  However, the Act only applies to information
that is already held by the University.  There is no obligation on the
University to create information in order to respond to a request.  The
information you are seeking in this case is not held by the University but
would need to be created in order to respond to this request.  This would
require an individual staff member going through all IT support requests
raised by a member of our teaching staff in 2023, to identify if any
requests related to IT support for a student.  We therefore refuse this
part of your request under section 18(g) of the Act, because the
University does not hold any official information. 

 

You requested "a copy of the Service Level Agreement between IT support
and students of Auckland University".  The University does not have a
Service Level Agreement with students, for the provision of IT support, we
therefore refuse this part of your request under section 18(g) of the Act,
because the University does not hold any official information. 

 

In your email of 15 October 2024, you asked "...how do students raise IT
support tickets? I am interested in that data, specifically."

The University does not have a support channel specifically for students
to raise IT support tickets, or for the provision of IT support direct to
students, we therefore refuse this part of your request under section
18(g) of the Act, because the University does not hold any official
information.

 

More broadly however, we can advise that students may seek technology
assistance through the following avenues:

o Student Hubs
o In-person support through our Student IT Hub
o IT workshops for students to familiarise themselves with University
systems and software
o Libraries and Learning Services

 

You have the right to make a complaint to an Ombudsman if you are
dissatisfied with this response.

 

Yours sincerely,

 

Landon Watt
Legal Advisor
Office of the Vice-Chancellor

Waipapa Taumata Rau | University of Auckland  

 

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