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Service Level Agreement: Index Page


Service Level Agreement


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The Help Desk operates during the following hours:

Dates Mondays - Fridays Saturdays- Sundays Public Holidays
3 May - 31 July 2022 9.30am - 9.30pm 10.00am - 5.30pm 10.00am - 5.30pm
Services Minimum Level of Services
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.
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, online registration via Library Homepage.

Access to library materials At least 95% of materials are found at their correct locations.
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% fulfilment rate. Deliver documents to DocDel requestors within 5 working days.
Library system Disruptions attended to within one working day.


Document No. WP/025

Issue 3 

5 May 2021