Service Level Agreement (SLA)
Imam University Libraries – ImamFind Research Portal
This Service Level Agreement (SLA) defines the quality, availability, and responsibilities related to the digital library services provided through the ImamFind Research Portal by Imam University Libraries.
By accessing or using any service in the ImamFind Research Portal (e.g., searching, reserving, borrowing, renewing, or managing your account), you explicitly agree to all terms outlined in this agreement.
1. Rights and Responsibilities of the User (Beneficiary)
- The patron must provide accurate and up-to-date personal information during registration.
- The patron is the responsible for all activity under his account and must safeguard your credentials.
- The patron must comply with borrowing limits, return deadlines, and library policies.
- The patron is liable for lost, damaged, or overdue materials, including replacement costs and fines.
- Misuse of services (e.g., abuse of reservations, false data) may result in suspension of privileges.
- The patron use of digital content must respect copyright, privacy laws, and usage rights (e.g., CC licenses).
2. Commitments of Imam University Libraries (Service Provider)
- Provide 24/7 access to the ImamFind Research Portal for searching and account management.
- Ensure library staff respond to user inquiries within 2 business days.
- Maintain system uptime of ≥99% for core services (search, login, holds, renewals).
- Protect user data privacy in accordance with Saudi data protection principles.
- Clearly display material usage rights (CC, Public Domain, Rights Statements).
- Process physical loan requests and reservations during library operating hours.
3. Core Library Services – Performance Metrics
| Service Name | Completion Time | Service Availability | Digitization Rate | Service Completion Rate |
|---|---|---|---|---|
| Search & Discovery | Real-time | 24/7 | 100% | 100% |
| Account Registration & Management | Real-time | 24/7 | 100% | 100% |
| Place Holds / Reservations | Real-time (digital) 1 business day (physical) |
24/7 (portal) Library hours (fulfillment) |
100% | ≥95% |
| Loan Renewals | Real-time | 24/7 | 100% | 100% |
| Fines Calculation & Display | Real-time | 24/7 | 100% | 100% |
| Fines Payment Processing | 1–3 business days | 24/7 (portal) Library hours (verification) |
100% | ≥90% |
| Request Material from Partner Libraries | 3–7 business days | Library hours | 100% | ≥85% |
4. Consent and Acceptance
Your access to the ImamFind Research Portal constitutes explicit, irrevocable consent to this Service Level Agreement. This agreement operates alongside — and does not replace — the Terms of Use and all institutional library policies.
5. Support and Feedback
For assistance, use the Contact Us form on any record page or visit your library’s service desk. We welcome your feedback to improve service quality.