Our Promise to You

(Our Service Level Agreement)

SLA Wordle

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. 85% of email requests responded to in two working days.
  7. 88% of Short Term Loans processed within two working days.
  8. 80% of CAS numbers produce within five working days of appointments.
  9. Review SSiD publications at least annually.


Co-operation of client groups in making information available and to notify SSiD of changes of practice and correspondence that may have impact on SSiD