The purpose of the Service Level Agreement (SLA) is to define the level of services provided by the Directorate of Information Technology Center as a service provider to all Telkom University service customers in supporting the core needs of Information and Communication Technology (ICT).
User Agreement
Service Support Time
The PuTI Directorate Service Desk provides 24-hours-a-week question, complaint and support services via Whatsapp and applications. However, handling is only during business hours, namely Monday to Thursday from 08.00 – 16.30 WIB and Friday from 08.00 – 17.00 WIB with a response time of 1×24 hours.
If there is a service request outside of working hours, it will be served/responded to on the next working day.
Contact Information
All users can contact the PUTI Directorate Service Desk using the following methods:
a. Onsite: Visit the Service Desk service at Panambulai building (D) 1st floor room D202, Faculty of Engineering, Telkom University. → Google Maps
b. WhatsApp: 0823 1994 9941
c. Ticketing Application: https://satu.telkomuniversity.ac.id/auth/login
Service Attributes
Internet Access : 3 HK
Shared Hosting : 2 HK
Colocation : 3 HK
VPS : 2 HK
Email Unit : 3 HK
WordPress Website : 2 HK
License : 2 HK
Top Up Message broadcast : 2 HK
Major Application/API Development : 132 HK
Medium Application/API Development : 99 HK
Minor Application/API Development : 66 HK
Minor RFC : 44 HK
RFC patch : 10 HK
Data Request : 5 HK
Bug fixes : 3 HK
Public Service Information : 3 HK
Exception
The following are special conditions of service when:
a. Unavailability of resources
b. Force majeure
