Service Level Agreement (SLA)

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.