For the purposes of calculating the response time, when has an email been received?
As with other formats of requests, a request for information via email is received when the University receives it, not when it reaches the relevant person to answer the request, or when the relevant person reads it. The University will use the timestamp on the email as the date it was received. This is the date visible on the email. The timestamp is added to the email when the University accepts the incoming message.
