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Sunway University Sunway College KL Sdn Bhd

Service Level Agreement: Main

A-Z Databases
  A-Z List of E-Journals
  Library Catalogue
Academic Videos
  E-Textbooks (VitalSource)  
Proquest Dissertations & Theses
  Reading Lists  (within Sunway Campus Only)
  Past Year Exam Papers  (within Sunway Campus Only)

Link to Other Libraries:

  For Students
  For Postgraduates
  For Academic Staff
  Library Information Guide

Videos on Library Services

  Orientation & User Education
ALLS  (Academic Language Learning Service)
  Document Delivery

Other Services:

Citation Guides
  Library Guides

Service Level Agreement

Services Minimum Level of Service
Opening Hours 100% of opening hours as advertised in the Library Website, Opening Hours
Requests for new books and audiovisual materials 80% fulfilment of all ordered titles within 3 months.
Availability of library materials All new journal issues available within 7 working days
Catalogue and process 90% of urgent items within 3 working days, and non-urgent materials within 3 weeks of receipt.
Waiting time at the service counters Not to exceed 2 minutes.
Response time to user complaints 2 working days
Membership registration No registration required for students from Sunway University, Sunway College KL and Sunway International School Years 11 and 12. For other students and staff, Immediate registration upon presentation of student or staff card at the Library Service Counter.
Access to library materials At least 95% of materials are found at their correct locations.
Library orientation and Information Skills sessions for students Achieve 75% satisfaction rating for 90% of sessions
Reference enquiries Achieve 75% satisfaction rating for 90% of Help Desk Enquiries
Document delivery 90% fulfillment rate. Deliver documents to DocDel requestors within 15 working days.
Library system Disruptions attended to within one working day.



Document No. WP/025 

Issue 1 

16 May 2018 

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