Giva Blog

A help desk is a centralized point of contact where users submit requests for technical support, IT assistance, or service. Every request is logged as a ticket, assigned to the right person, and tracked until it's resolved. Help desks range from a shared inbox at a small company to a multi-tier enterprise platform with automated routing, self-service portals, and AI-assisted triage. The right type depends on who you're supporting, how much control you need over the software, and whether you want to staff support in-house or hand it to a third party.

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A service level agreement (SLA) is a contract between a business and its customer outlining the details that the two parties have agreed to in a transaction. The types of SLAs that an organization can use depends on many significant aspects. While some are targeted at individual customer groups, others discuss issues relevant to entire companies. This is because the needs of one user differ from those of another. Below is a list of the types of SLAs used by businesses today, and how each one is utilized for specific situations:

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When it comes to cloud computing, Service Level Agreements (SLAs) act as both the structure and warranty of the terms of the relationship between the consumer and provider. SLAs that are tailored toward services in the cloud often include information that differs from other agreements in similar industries.

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What specifically needs to be included in a service level agreement? Which aspects are described in an SLA? In this post, we explain the 6 common elements of a service contract.

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It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.

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Configuration Management, or Software Configuration Management, is the tracking and controlling of software changes in a system. Its purpose is to ensure consistency in performance, functionality, and design. In many ways, configuration management is analogous to the architectural framework of a house that sets the tone for the actual materials, such as lumber and windows. In this case, software configuration would be the framework that is intertwined with tools such as cloud computing and other forms of configuration management database, or CMDB for short.

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Typically, when people think about sustainability in the realm of Corporate Social Responsibility (CSR), they think about the specific activities of companies, such as conservation of natural resources and the integration of alternative energy in buildings and factories.

Some companies, however, take sustainability a step further in their CSR efforts. Unilever, a British-Dutch multinational consumer goods company, focuses not only on the specific activities of their company, but also the supply chain that supports it, as well as the activities of its customers and consumers. This effort to go above and beyond the norm by making sustainable living commonplace is why Unilever is widely regarded as one of the few truly sustainable businesses in the world.

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Customer service apologies are something every business will eventually need to deliver. Mistakes happen, like a delayed shipment, a billing error, a support interaction that missed the mark, and how your team responds in those moments shapes whether customers stay or walk away. The idea of acknowledging fault can feel uncomfortable, but handled well, a sincere apology is one of the most effective tools for preserving customer relationships.

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The operating system (OS) in your device is as vital to it as your blood is to you. Without an OS, any device is essentially just a shell. Every new device that you buy comes with an OS, usually the latest version from the manufacturer you have selected. When you get the device, you get the OS. That is the good news. The question marks start appearing at the same time as the little pop-up window in the corner of your screen that tells you it is time to upgrade your OS. Here are some of the pros and cons of moving to the latest version of your OS.

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