Privacy Policy
Makerere University ICT Service Desk — help.mak.ac.ug
This service desk is operated by the Directorate for ICT Support (DICTS), Makerere University. It is used to raise, track and resolve requests for IT support. This page explains what personal information the service collects, why it is collected, and how long it is kept.
Who this applies to
This policy covers everyone who uses the service desk at
help.mak.ac.ug: students, staff, and prospective students who
sign in before receiving a university account.
What we collect
When you sign in with your university account, we receive your name and university email address from the university's identity service.
When you sign in with a Google account, we receive only your name, your email address, and your Google profile picture if you have one. We do not request and cannot access your Gmail messages, your Google Drive files, your contacts, your calendar, or any other Google data.
When you raise a request, we store what you write in it, any files you attach, and the correspondence that follows.
Why we collect it
- To create and identify your service desk account
- To record your request and route it to the right support team
- To contact you about your request by email
- To produce statistics on service desk workload and response times
Statistics are reported in aggregate and do not identify individuals.
Who can see your information
Your requests are visible to you and to DICTS support staff and the ICT staff of the relevant college or school. Other users of the service desk cannot see your requests.
We do not sell your information, and we do not share it with third parties for advertising or marketing.
How long we keep it
Accounts created by signing in with a Google account are removed after six months without activity. Accounts belonging to current students and staff are maintained for as long as you hold a university account.
Support requests are retained for operational and reporting purposes in line with the University's records retention practice.
Security
The service is accessed over an encrypted connection. Access by support staff is controlled by role, and the system records changes made to each request.
Your choices
You may ask what information we hold about you, ask for corrections, or ask for your service desk account to be removed. Removing your account does not remove records of requests that have already been resolved, where these are retained for reporting.
If you signed in with a Google account, you can withdraw that access at any time from your Google Account security settings. Doing so prevents future sign-in but does not delete requests you have already raised.
Contact
Questions about this policy, or requests relating to your information, should be sent to ictsupport@mak.ac.ug.
Changes
We may update this policy as the service changes. The date below shows when it was last revised.
Last updated: 15 October 2026