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Sample Service Level Agreement-IT Help Desk

Hosted help desks prepare service level agreements to detail the services that will be provided to the customer and how they will be delivered. SLAs describe how the work of the help desk will be prioritized and agreed upon response times.

For example, the SLA describes the factors influencing first level problem determination, such as:

  • Number of customers affected
  • Effect on business mission
  • Context of problem
  • Deadlines
  • Estimated solution time
  • Application involved
  • Frequency of problem
  • Customer’s sense of priority
  • Customer’s commitment level
  • Availability of workaround
  • Threat to data integrity or computer security

Tables are used to define security levels, describe how calls will be prioritized, and respective response time commitments.

Request this sample service level agreement, which is consistent with industry best practices. Be sure all relevant topics and details are included in your SLA. If something is left out, it can lead to unnecessary misunderstandings between you and your customers.

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