Dear Michael

Reference number for your request is: 89/2024.

Thank you for your request for official information, received by Massey University on 26/09/2024.

Your request has been received and logged. As required under the Official Information Act 1982, Massey University will respond to your request within 20 working days.

You should receive a response on or before 24/10/2024.

If a large amount of information has been requested or if Massey University needs to consult to decide, we may need to extend this date (this is provided for in section 15A of the Act).

Kind Regards

Rachel Ferguson
Governance and Assurance Office

Please note: The content of this email and any attachment is confidential and should be read by the intended recipient only. If you are not the intended recipient, please notify the sender immediately and delete the content from your system. You should not read, copy, or distribute the message. Thank you.

-----Original Message-----
From: Michael Ward <[FOI #28536 email]>
Sent: Thursday, September 26, 2024 1:47 PM
To: OIA Requests <[Massey University request email]>
Subject: Official Information request - IT services OIA

[You don't often get email from [FOI #28536 email]. Learn why this is important at https://aka.ms/LearnAboutSenderIdentific... ]

Dear Massey University,

Under the Official Information Act, I request the following information:

- a copy of the Service Level Agreement between IT services and students of Massey University
- the number of requests made to IT services in 2019
- the number of requests made to IT services in 2020
- the number of requests made to IT services in 2021
- the number of requests made to IT services in 2022
- the number of requests made to IT services in 2023
- the number of requests made to IT services in 2024
- 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
- all correspondence (emails, Teams, Signal, Whatsapp, etc) between IT services team members regarding resolution time or level of service.
- copies of all complaints received by IT services

Yours faithfully,
Michael

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