TABLE 3

Sample of Student Support Service Standards Published by Athabasca University

ServiceStandardContact
Sample General Information Standards
Telephone response time1 minute during work hoursCanada/US: 1.800.788.9041
Calendar processing2 business daysOther: 011.780.675.6100
Resolution or referral of problem/query2 business daysInformation Center: 780.675.6106
Sample Academic Support Standards
Assignments marked5 business days from receipt by markerCoordinator Learning Services
Exams marked5 business days from receipt by marker780.675.6344
Unofficial final grades10 business days from receipt of final examtutserv@athabascau.ca
Sample Counseling and Advising Standards
Acknowledge voice and email1 business dayadvising@athabascau.ca
Urgent counseling appointmentsImmediately on a business daycounseling@athabascau.ca
General counseling appointmentsWithin 1 business weekcounseling@athabascau.ca
Sample Library and Course Material Standards
Information desk response1 business dayLibrary Information Desk 780.675.6254
Borrowing period4 weeksCirculation Supervisor 780.675.6232
Interlibrary loan3 business daysInterlibrary Loans Officer 780.675.6251
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