IM20 – Information Systems & Technology Support [DRAFT]

Records of information systems and technology support services provided to the University community.

This records class includes Personal Information Banks.

Related Records | Responsible Unit | Information Steward | Information Confidentiality Classification | Retention | Disposition | Authority | Retention Rationale | Personal Information BanksVersion Information

Content & Scope

The records include: requests from University community members for assistance with hardware and software or installation; reports of service provided by IT support staff; reports of system problems; related correspondence; self-help documentation prepared by IT support staff to assist community members with common problems/questions; service desk organization and operations; and, anonymized data derived from support requests and service reports, supporting quality control/assurance processes and serving as a knowledge-base for support services.

Related Records

For records of IT system management and operations, and other IT-related services, see IM10 – Information Systems & Technology Management.

Responsible Unit

  • Information Systems & Technology.
  • Other IT support units.

Information Steward

Vice-President, Administration & Finance.

Information Confidentiality Classification

  • Public: self-help documentation, bulletins/newsletters, and other documentation or reports intended for public distribution.
  • Restricted: records relating to support requests from students and visitors.
  • Confidential: all other records.


  • Self-help documentation and anonymized data derived from support requests and responses/solutions are retained until superseded or obsolete.
  • All other records: minimum of 1 year and not more than 5 years after the last action on the request.


Secure destruction.


Responsible Units should document the disposal/destruction of official records using the University records destruction form or equivalent documentation, to verify that we are following our records retention rules.


Freedom of Information and Protection of Privacy Act.

Retention Rationale

Retention is based on operational use and regulations to the Freedom of Information and Protection of Privacy Act requiring that personal information be retained for a minimum of one year after its use, unless the individual to whom the information relates consents to its earlier disposal (RRO 1990 Reg 460, s 5(1)).

Personal Information Banks

Support request and service records may include: requester’s name, email address, telephone number, description of support request & its resolution.

Under Review Date

16 December 2022.