Understanding the SLAs Cross-referencing within the Service Level Agreements has been kept to a minimum. Please note it is advisable to cross refer between parts of the agreements for a comprehensive view of the service. For example the processing of reading lists includes elements of subject support work and acquisitions. A distinction is made between core and enhanced services. Core services describe the level of service all our customers can reasonably expect to receive.
Enhanced services are additional services provided on a paid for basis.
Enquiries on the purchases of additional library services should be referred to the Deputy Librarian or Sub-Librarians outside the main site. For example our electronic information services depend upon various networks provided at national, regional and local level. Similarly the provision of printed materials depends heavily on the efficiency of the supply chain. Service provision and achievement of targets set may be affected by decisions made by intermediaries over which the LIS does not have final control. The service also relies on external suppliers particularly in relation to equipment and machine maintenance.