Libguides: Service Level Agreement: Index Page

Need Help?

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.