• Giva Global Sites
    • Europe
    • Asia Pacific
    • Middle East
Giva on Twitter Giva Schedule a Call Schedule Call
Giva
  • The Giva Difference
    • Overview
    • IT Help Desk Reports
    • Customer Service Reports
    • Dashboard
    • Intuitive Design
    • Highly Customizable
  • Products
    • Customer Service
    • IT Help Desk
    • Asset Management
    • Knowledge Management
    • IT Change Management
    • Service Desk
    • Mobile
    • HIPAA Compliant
    • Dashboard
  • Customers
    • Case Studies
    • Compare Giva
    • Testimonials
  • Whitepapers
    • Avoid Buying Mistakes
    • Ask Vendors These Questions
    • IT Help Desk Best Practices
    • Customer Service Best Practices
    • Healthcare Whitepapers
    • Law Firm Whitepapers
  • Demo
Pricing
Start Free Trial
Avoid Mistakes When Buying Any Software Or Cloud Services
Questions To Ask Software Or Cloud Vendors
IT Help Desk Best Practices
Customer Service Best Practices
Healthcare Whitepapers
Law Firm Whitepapers
Compare Giva
Help Desk Glossary of Terms
Free Needs Assessment Excel Tool

Sample IT Help Desk Service Level Agreement (SLA)

Sample Service Level Agreement (SLA) - Help Desk & Customer Service Best Practices
 
Download Whitepaper
 
View Product Info

This example service level agreement (SLA) shows:

How can you develop an SLA?

What should be included in the SLA?

Who needs to be a party to the SLA?

 
 

Your Company, Inc. IT Help Desk

Service Level Agreement

Provider of Service
XXX IT Help Desk staff
 
Type of Service
IT Help Desk primary first level support
 
Service Period
January 1, 2014 through December 31, 2014
 
Performance

In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk.

The company XXX IT HELP DESK will provide (Customer Name/Department Name) with the following support:

First level problem determination where

  1. All problems will be recorded.
  2. Problems will be resolved or assigned to the appropriate specialist.
  3. Problems will be monitored.
  4. Users will be notified of commitment times and any problems that occur in meeting the established commitment.
  5. Problem resolution will be documented and available in report status.
  6. Monthly reports will be provided.

A single point of contact with the XXX department for

  1. Orders for new equipment.
  2. Equipment moves, adds, and changes (Equipment includes personal computers, printers, and telephones).
  3. Services such as data entry, building access authorizations, new computer user IDs and passwords, voice mail, Centrex lines, mainframe connections, file server connections, reports, and application program problems and requests.
 
Reliability

Services will be provided between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday, except holidays. During this time the Help Desk will be staffed with a minimum of X people.

The telephone number (000-0000) will have two lines available to take calls. When both lines are busy, calls will be forwarded to voice mail, where a message can be left. The Help Desk guarantees a return call within five minutes of an urgent voice mail message. All messages left on voice mail will be confirmed for receipt within four hours. A separate telephone number (000-0000) will be available to check the status of system (mainframe, AS/400, file server, voice mail) operability. From this number, a caller may also be transferred to the Help Desk staff. Telephone number 000-0000 is available for faxed information.

 
Response Time

First level problem determination will be assigned using the following criteria:

  1. Number of customers affected
  2. Effect on business mission
  3. Context of problem
  4. Deadlines
  5. Estimated solution time
  6. Application involved
  7. Frequency of problem
  8. Customer's sense of priority
  9. Customer's commitment level
  10. Availability of workaround
  11. Threat to data integrity or computer security
 

The following table will be used internally to prioritize calls and to give a response time commitment:

Severity Level
Definition
Response Times
1. System Down
AS/400, mainframe, server
Immediate
2. Critical
Business outage or significant customer impact that threatens future productivity
Within 1 hour
3. Urgent
High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; or there is significant customer concern.
Within 2 hours
4. Important
Important issue that does not have significant current productivity impact
Within 4 hours
5. Monitor
Issue requiring no further action beyond monitoring for follow-up, if needed
Within 1 business day
6. Informational
Request for information only
Within 1 business day
 

Single point of contact response will be determined using the following criteria:

Definition
Response Time
1. Orders for new equipment provided by manager.
Information conveyed to manager within one business day, then schedule confirmation
2. Equipment moves, adds
If specific date requested, Help Desk staff will changes negotiate with all involved staff to confirm date.
3. Data entry service
Information conveyed to data entry supervisor within one hour, then schedule confirmation provided by data entry.
4. System sign-on requests
To be returned to user within five business days.
5. Centrex lines
Line to be ordered within one business day.
6. Voice mail
Voice mailbox with existing line - one business day.
7. Computer reports
Information conveyed to manager within one business day, then schedule confirmation provided by manager.
8. Application requests
Information conveyed to manager within one business day, then schedule confirmation provided by manager.
9. Building access authorizations
Form to be sent to requestor within one business day.
10. Budget figures
Information conveyed to XXX within one business day.
 
Liason

(Customer Name) internal liaison person is responsible for keeping and updating software manuals used by the department. The department liaison person is responsible for answering software use questions, while IT Help Desk staff will respond to software problems. The liaison person will also be responsible for contacting vendors when problems arise with Software or equipment not supported by XXX. (See Attachment 1 for complete list of supported software.) This liaison will be the individual who the IT Help Desk staff will work with on training needs, reporting information, and "in-department" trouble-shooting. The liaison will also assist the IT Help Desk in the maintaining of correct data base information. To facilitate this, the liaison will inform the IT Help Desk of any changes of staff (i.e. replacements).

The liaison for (Customer Name) is:

 

 
Purchasing Approval

Following is a list of the individuals within the Department who have the authority to place orders with the IT Help Desk for service or equipment that could generate billed back charges:

 

 

 

When orders are placed with the IT Help Desk, it will be the above contact's responsibility to provide purchase order information that can then be referenced on the orders. The department contact will work with (XXX Staff Name) to place and confirm components on orders. If the IT Help Desk is not provided with the correct authorization, the order will be placed on hold awaiting this authorization.

The clock for response time for the Help Desk will be suspended during this wait and will restart only after this information is provided.

 
Reporting

The IT Help Desk will provide monthly reports to (Customer Name) staff containing information on actual performance achieved, compared to service levels agreed on. Information will be provided on both open and closed requests. (Customer Name) staff is not responsible for reporting, but may at their discretion audit the methods being used by the IT Help Desk to gather and report performance data.

 
Modifications

This agreement may be amended at any time with mutual consent of both parties.

 
Operations Manager
__________________________
Date:
_____________
 
(Customer Name)
__________________________
Date:
_____________
 
 

Additional Whitepapers

IT Help Desk Whitepapers

  • Help Desk Best Practices - What Features and Functions You Should Look For in Help Desk Software
  • How to Leverage Metrics & KPIs to Reduce Call Volume
  • Implementing Service Level Agreements - IT Service Desk - The critical element in service delivery
  • Sample Service Level Agreement (SLA)
  • Service Desk/Help Desk Best Practices Assessment Questions
  • Help Desk Staffing Models - Simple Analysis Can Save You Money
  • How Does Your Help Desk Measure Up? - A Help Desk can cut costs and enhance productivity. Is yours meeting the mark?
  • Knowledge Management Return On Investment (ROI) Overview
  • Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 1
  • Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 2
  • Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 3
  • 40 to 80 in No time Flat - Proven Techniques to Drive First Call Resolution
  • The Value of Surveys
  • Tired of the Same Old Song? Crank Up Your Help Desk ROI
  • Considerations for Outsourcing: Service Desk - A guide to improving your Service Desk and Service Delivery performance through outsourcing
  • Save Money With a Cloud Application
  • Looking Beyond the Sticker Price - "What it really costs to operate a call tracking system" - Summary of Acquisition and Lifetime Costs
  • How to Successfully Implement & the Benefits of Customer Logging of Service Requests
  • Giva eChangeManager ITIL Compliant Workflow Approval Process and Automated Notifications
  • First Call Resolution Calculator Excel Tool
  • What Are Giva License Options? How Do They Work?
  • Ten Ways IT Infrastructure Library® (ITIL) Can Improve Information Security
  • Interview Question and Answers for Any Job Candidate
  • Giva Cloud Help Desk Quick Start Guide
  • Help Desk Glossary of Terms
  • Giva HIPAA Compliance Documentation
  • Why the Cloud is Taking Over Traditional IT Systems?
  • Why HIPAA Compliance Should Be Applied to Other Industries to Increase Security
  • Why Encourage Negative Feedback to Make Customers "Sticky"
  • Reasons to Keep Change Management in a HIPAA Compliant Cloud
  • Important Questions to Ask When Negotiating Software License Agreements
  • How to Inspire the Mind of IT Company Leaders
  • How to Inspire the Mind of a Company Leader
  • How to Get Senior Leaders on Board with Purchasing New IT Help Desk and Customer Service Software
  • How Does the Cybersecurity Information Sharing Act (CISA) Impact the Hospital and Healthcare Industry
  • How Can IT Infrastructure Library (ITIL) Improve Information Security
  • Healthcare Industry Best Practices for Cloud Security and Transparency
  • Healthcare Data Breaches on the Rise - Implications and Solutions
  • 5 Pitfalls to Avoid When Buying Cloud Software
  • Customer Escalations - Why You Should Reward Customers Who Complain
  • Common Challenges for Private and Public Cloud Environments
  • A Step-by-Step Guide to Choosing Help Desk Software
  • 13 Ways to Develop Your Company's Help Desk Best Practices
  • 5 Ways Every Leader Could Benefit From Meditation and Mindfulness
 

Download Whitepaper

Thank you for selecting:

Sample Service Level Agreement (SLA)

 

Please fill out the following information to receive your whitepaper:

 

Personal Information

NOTE: Please use your company email address. We do not accept non-corporate email addresses.

 

Professional Information

 

I am interested in the following areas. Check all that apply:

 

Per the Giva Privacy Policy, we will not share your information.

 

Request Submitted

Your information has been successfully submitted!

Here is a direct download link to the whitepaper you requested.

This will also be emailed to you:

Sample Service Level Agreement (SLA)

Please add the domain givainc.com as a trusted sender in your email program so you will receive the information just requested.

Share this whitepaper!

Our customers like to speak about their experiences with Giva. Please listen to them speak about their business results. Click on
https://www.givainc.com/case-study/.

Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.

Submission Error

An error has occurred.

Our apologies, but an error has occurred. Please try again later.

Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.

The Giva Difference
  • Overview
  • IT Help Desk Reports
  • Customer Service Reports
  • Dashboard
  • Intuitive Design
  • Highly Customizable
Products
  • Customer Service
  • IT Help Desk
  • Asset Management
  • Knowledge Management
  • IT Change Management
  • Service Desk
  • Mobile
  • HIPAA Compliant
  • Dashboard
Customers
  • Case Studies
  • Compare Giva
  • Testimonials
Whitepapers
  • Avoid Buying Mistakes
  • Ask Vendors These Questions
  • IT Help Desk Best Practices
  • Customer Service Best Practices
  • Healthcare Whitepapers
  • Law Firm Whitepapers
Company
  • Contact
  • About Giva
  • Blog
  • Giva Labs
  • News
  • Partners
International
  • Europe
  • Asia Pacific
  • Middle East
Giva Logo
Privacy Policy | Terms of Use | © 2019 Giva, Inc. All Rights Reserved. +1-408-260-9000
Giva on Twitter