Service Level Agreement Library

Service Level Agreements (SLAs) are our commitment to library staff, students and visitors and the level of service expected of them to receive from the customer service team. Our SLA performance is published here as soon as the data has been collected and analyzed. The quality of all customer interactions will continue to be monitored in order to achieve the agreed SLA goals. Our performance data is checked every 6 months to inform development areas and celebrate customer service success. Once a request for digitization has been submitted (see request for scanning services for details), a laboratory coordinator schedules the scanning work in the corresponding scanning queue of the laboratory. In most cases, the processing times listed below apply. The principles of the weakest rights apply (i.e.: accounts must have minimal access while ensuring functionality; ensure, where appropriate, that systems are only accessible through VPNs or campus library networks). If found, an email stating that the item is available for pickup is sent to the customer within the hour. All items not found will be evaluated within 24 hours of the completion of all replacement searches. When the item is processed, it follows the SLA below „Offer purchase“, in which the customer is informed accordingly. The library is busy Monday to Friday from 8:30 a.m. to 8 p.m., Saturday/Sunday/public holidays from 9 a.m. to 5:30 p.m.

. . . .