Service Level Agreement (SLA)
- Mohammad Reza Ganji
- Ismail Siraj Siddiqui
Telephone support: 8:30 A.M. to 6:00 P.M. Monday – Friday on 0389925050
Email support: Monitored 8:30 A.M. to 6:00 P.M. Monday – Friday on assist@apu.edu.my
Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day.
Urgent Request Definition:
High-risk security-related matters that could result in data breach/loss/theft, infrastructure control take-over, and websites’ vulnerability.
Classroom teaching and learning (during session) including Wi-Fi connection, A/V, and streaming issues.
Response Time:
All urgent matters during office hours will be responded immediately with the consideration of onsite assistance travel time.
All non-urgent requests will be treated FIFO (first in first out) and receive the first response within 24 hours during office hours and shall be resolved within 48 hours.
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