Our Promise to You

(Our Service Level Agreement)

User Responsibility

To seek and provide information as required in accordance with the Student Services Department’s Customer Care Policy.

Availability of Service

• 0900-1700 Monday-Friday, except when the Union Building is closed.
• (0830-1700 during examination periods)
• 24/7 via the website and online services

Service Measures

1. Deal with cases regarded as urgent (as defined by SSiD) within 24 hours wherever possible.
2. Provide initial response to written correspondence within five working days.
3. Answer telephone calls as soon as possible, using voicemail only when otherwise engaged tone or outside office hours. Respond to messages within one working day.
4. Investigate and respond appropriately to complaints within University guidelines.
5. 80% of documents produced by SSiD on same day request.
6. 90% of documents produced by SSiD are available within a week of a request being made.
7. 80% of Transcripts of Qualification produced in ten working days.
8. 85% of CAS Statement (Current Student) are produced in five working days.
9. 85% of email request responded to in two working days.
10. 90% of Short Term Loans processed within two working days.

Dependencies

Co-operation of colleagues (specialists) in:

• Making information available to SSiD.
• Notifying SSiD of changes of practice.
• Consulting on correspondence that may have impact on SSiD.
• Updating relevant sections of information on SSiD Website and Ask Sheffield.