Auckland University of Technology
Private Bag 92006, Auckland 1142, NZ
T: +64 9 921 9999
www.aut.ac.nz
Michael Ward
[FYI request #28534 email]
23 October 2024
Dear Michael
Please find information below in response to your request under the Official Information
Act.
1. A copy of the Service Level Agreement between IT services and students of AUT:
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Auckland University of Technology
Private Bag 92006, Auckland 1142, NZ
T: +64 9 921 9999
www.aut.ac.nz
2
Auckland University of Technology
Private Bag 92006, Auckland 1142, NZ
T: +64 9 921 9999
www.aut.ac.nz
2. Number of Requests
the number of requests made to IT services in 2019 - 19677
- the number of requests made to IT services in 2020 - 11448
- the number of requests made to IT services in 2021 - 12365
- the number of requests made to IT services in 2022 - 10892
- the number of requests made to IT services in 2023 - 14238
- the number of requests made to IT services in 2024 – 16588 (up to last week)
3. Average resolution time
the average resolution time of requests made to IT Services in 2019 -
- the average resolution time of requests made to IT Services in 2020
- the average resolution time of requests made to IT services in 2021
- the average resolution time of requests made to IT services in 2022
- the average resolution time of requests made to IT services in 2023
- the average resolution time of requests made to IT services in 2024
Average business time to resolution
The information held by AUT is below. Some information has not
been provided due it not being held.
Year
Average time to resolution: h:mm:ss
2021
5 hours 13 mins
2022
2 hours 19mins
2023
49 mins
2024
1 hour 10mins
As you can see, from the above al student incidents were responded to with the specified 3
business days as described in the SLA for a low priority, single person incident.
4. Al correspondence (emails, Teams, Signal, Whatsapp, etc) between IT services team
members regarding resolution time or level of service.
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Auckland University of Technology
Private Bag 92006, Auckland 1142, NZ
T: +64 9 921 9999
www.aut.ac.nz
5. copies of al complaints received by IT services
The data below covers available information regarding feedback received regarding ICT.
Some data is not provided due to it not being held.
Regarding points 4 and 5, this is a very large request and the information cannot be made
available without substantial collation and research, so we are refusing your request under
section 18(f) of the OIA.
You have the right to seek an investigation and review by the Ombudsman of this decision.
Information about how to make a complaint is available at
www.ombudsman.parliament.nz
or freephone 0800 802 602.
Yours sincerely
Alison Sykora
Communications Director
AUT
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