Service Level Agreement
This translation is provided for convenience only. The German original is the legally binding version.
This Service Level Agreement (SLA) is the implementing instrument to the Key Card Policy of the Institute of Mathematics (hereinafter: the policy) under § 3(5) of the policy. It specifies the operational details left to the SLA by the policy – in particular service hours, cut-off days, deadlines and quantities. The IT department issues it and keeps it up to date. It must not contradict the policy; in case of doubt, the policy prevails. Changes to this SLA do not require a change to the policy.
The IT department’s shared mailbox, to which requests and applications under
§ 2(4) of the policy are to be directed, is help.math@hu-berlin.de.
1 Service Hours (on § 4 of the policy)
| Event | Day | Time window |
|---|---|---|
| Cut-off for incoming requests | Monday | by 09:00 |
| Processing of requests | Monday | by 10:00 |
| Issue / pick-up (office hours) | Mon–Fri | 10:00–11:00 |
Requests received after the cut-off are processed in the following weekly cycle.
2 Deadlines
| Event | Deadline | Basis |
|---|---|---|
| Report of loss or defect by the user | immediately, at the latest on the following working day | § 8(3) |
| Blocking of a reported card by the IT department | immediately, outside the weekly cycle | § 9(2) |
| Replacement after blocking | in the next regular weekly cycle | § 9(2) |
| Return of a key card once a reason for return arises; blocking on default | within two weeks of the reason for return arising, blocked thereafter | § 11(3) and (4) |
| Loan of an IT loan card for a lost or forgotten card | maximum 14 days, then automatic blocking | § 10(2) and (4) |
3 Guest Card Quantities (on § 6(3) of the policy)
Per chair or unit, the stock comprises at most five guest cards. This means no more than five cards per chair or unit are ever active at the same time. Managing the stock and the list of issued cards is the responsibility of the respective secretariat.
4 Inventory (on § 12 of the policy)
The annual inventory regularly takes place at a point during the lecture-free period. The IT department agrees the exact period with the secretariats and announces it in good time.
5 Service Commitment
The IT department commits to the following:
- Complete requests received by Monday 09:00 are processed the same Monday by 10:00.
- Fully activated cards can be picked up during office hours, Mon–Fri, 10:00–11:00.
- Reports of loss and defect under § 9 of the policy are handled immediately, outside the weekly cycle: blocking immediately, replacement in the next regular weekly cycle.
- Guest cards are activated within the same weekly cycle and remain active until the issuing secretariat requests blocking after the card is returned (§ 6 of the policy); no automatic blocking takes place.
6 What Is Not Guaranteed
| Situation | Consequence |
|---|---|
| Request after Monday 09:00 | Not processed until the following Monday |
| Mandatory information missing | Request is rejected (§ 4(6) of the policy) |
7 Duties to Cooperate
The person entitled to make requests (the secretariat; in case of deputisation, the Institute’s leadership under § 3 of the policy; and the persons entitled to make requests under § 3(4) of the policy):
- checks the mandatory information for completeness;
- sends the request from their own HU account to
help.math@hu-berlin.de.
8 Vacancy and Deputisation Rule
If the competent secretariat staff member is absent, the escalation under § 3(3) of the policy applies:
Secretariat → another secretariat → the Institute’s leadership
The escalation determines who may submit the request – not when it is processed.
The version of this SLA in force at any given time is always authoritative. In case of
conflict with the key card policy, the
key card policy prevails (§ 3(5)
of the policy). Contact: help.math@hu-berlin.de.