IT Service Level Agreement (SLA)

IT help desks and customer service organizations prepare service level agreements to detail the services provided to customers. SLAs describe how the work of the IT help desk and customer service organization is prioritized along with agreed upon response and resolve times.

For example, a Service Level Agreement (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 used to define severity levels describe how calls are prioritized and the associated response and resolve commitments.

Request this sample service level agreement, which is consistent with help desk and customer service industry best practices. Be sure all relevant topics and details are included in your SLA.

See and click “Download White Paper” to request this White Paper.

Is Your Help Desk SLA Complete?