{"id":170886,"date":"2025-03-11T13:44:28","date_gmt":"2025-03-11T06:44:28","guid":{"rendered":"https:\/\/it.telkomuniversity.ac.id\/?page_id=170886"},"modified":"2025-03-11T13:52:07","modified_gmt":"2025-03-11T06:52:07","slug":"sla-puti","status":"publish","type":"page","link":"https:\/\/it.telkomuniversity.ac.id\/en\/sla-service-catalog-puti\/sla-puti\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"\n<p>The purpose of the Service Level Agreement (SLA) is to define the level of services provided by\u00a0the Directorate of Information Technology Center\u00a0\u00a0as a service provider to all Telkom University service customers in supporting the core needs of Information and Communication Technology (ICT).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">User Agreement<\/h2>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/07\/SLA-Layanan-PUTI-versi-4.1-persetujuan-user.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of PuTI Service SLA version 4.1 user agreement.\"><\/object><a id=\"wp-block-file--media-73066883-10bd-4728-baab-32d3d5711238\" href=\"https:\/\/it.telkomuniversity.ac.id\/katalog-layanan-it\/sla-layanan-puti-versi-4-1-persetujuan-user\/\">PuTI Service SLA version 4.1 user agreement<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Service Support Time<\/h2>\n\n\n\n<p>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 &#8211; 16.30 WIB and Friday from 08.00 &#8211; 17.00 WIB with a response time of 1\u00d724 hours.<\/p>\n\n\n\n<p>If there is a service request outside of working hours, it will be served\/responded to on the next working day.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Contact Information<\/h2>\n\n\n\n<p>All users can contact the PUTI Directorate Service Desk using the following methods:<\/p>\n\n\n\n<p>a. Onsite: Visit the Service Desk service at Panambulai building (D) 1st floor room D202, Faculty of Engineering, Telkom University.&nbsp;<a href=\"https:\/\/www.google.com\/maps\/dir\/\/-6.9758108,107.6306454\/@-6.9758004,107.5482945,12z?entry=ttu&amp;g_ep=EgoyMDI1MDMwNC4wIKXMDSoASAFQAw%3D%3D\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>\u2192<\/strong>&nbsp;Google Maps<\/a><br>b. WhatsApp: 0823 1994 9941<br>c. Ticketing Application:&nbsp;&nbsp;<a href=\"https:\/\/satu.telkomuniversity.ac.id\/auth\/login\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/satu.telkomuniversity.ac.id\/auth\/login<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Service Attributes<\/h2>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"882\" height=\"734\" src=\"https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/11\/SLA-Direktorat-Pusat-Teknologi-Informasi-Telkom-University-1.png\" alt=\"SLA Direktorat Pusat Teknologi Informasi Telkom University\" class=\"wp-image-167003 size-full\" srcset=\"https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/11\/SLA-Direktorat-Pusat-Teknologi-Informasi-Telkom-University-1.png 882w, https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/11\/SLA-Direktorat-Pusat-Teknologi-Informasi-Telkom-University-1-300x250.png 300w, https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/11\/SLA-Direktorat-Pusat-Teknologi-Informasi-Telkom-University-1-768x639.png 768w, https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/11\/SLA-Direktorat-Pusat-Teknologi-Informasi-Telkom-University-1-255x212.png 255w\" sizes=\"auto, (max-width: 882px) 100vw, 882px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<p>Internet Access : 3 HK<br>Shared Hosting : 2 HK<br>Colocation : 3 HK<br>VPS : 2 HK<br>Email Unit : 3 HK<br>WordPress Website : 2 HK<br>License : 2 HK<br>Top Up Message broadcast : 2 HK<br>Major Application\/API Development : 132 HK<br>Medium Application\/API Development : 99 HK<br>Minor Application\/API Development : 66 HK<br>Minor RFC : 44 HK<br>RFC patch : 10 HK<br>Data Request : 5 HK<br>Bug fixes : 3 HK<br>Public Service Information : 3 HK<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Exception<\/h2>\n\n\n\n<p>The following are special conditions of service when:<br>a. Unavailability of resources<br>b. Force majeure<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"255\" height=\"255\" src=\"https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2025\/03\/image.png\" alt=\"IT Center Directorate\" class=\"wp-image-170882\" srcset=\"https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2025\/03\/image.png 255w, https:\/\/it.telkomuniversity.ac.id\/wp-content\/uploads\/2025\/03\/image-150x150.png 150w\" sizes=\"auto, (max-width: 255px) 100vw, 255px\" \/><figcaption class=\"wp-element-caption\">IT Center Directorate<\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>The purpose of the Service Level Agreement (SLA) is to define the level of services provided by\u00a0the Directorate of Information Technology Center\u00a0\u00a0as 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, [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":167004,"parent":169898,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-170886","page","type-page","status-publish","has-post-thumbnail","hentry"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/pages\/170886","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/comments?post=170886"}],"version-history":[{"count":0,"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/pages\/170886\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/pages\/169898"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/media\/167004"}],"wp:attachment":[{"href":"https:\/\/it.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/media?parent=170886"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}