A. Service level agreement for the Student Support Office – all

Communication

When fully staffed and for at least 95% of cases the following performance standards will be met:

Respond to all emails within 2 working days. Where this will not be possible, for example, Welcome Week, students and staff will be notified by an automatic reply of the estimated response time if it differs from the normal service level agreement.
Activate auto-replies when staff are out of the office providing an alternative contact for any urgent queries (this includes staff who work part-time)
Answer the telephone within 4 rings where possible
Pick up colleagues phones when they are away from their desk including when they are out of the office/on annual leave
Set up voicemail messages only when colleagues cannot answer telephones.
When the Student Support Reception is busy two members of the Education Team will cover it. e.g. Welcome Week
Reception will be manned continuously between the hours of 0830 and 1700.

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