Sample IT Help Desk Service Level Agreement (SLA)
In today`s technology-driven world, IT services are crucial for businesses to operate efficiently. A help desk is an essential component of any IT service, providing troubleshooting and technical support to employees. However, without a proper service level agreement (SLA), IT support can be unpredictable and unreliable.
A service level agreement is an agreement between the IT service provider and the client, defining the level of service expected and the metrics used to measure success. In the case of a help desk, the SLA outlines the response time, resolution time, and escalation procedures.
Here is a sample IT Help Desk Service Level Agreement that can be used as a starting point for businesses:
1. Response Time
The response time is the time between receiving a support ticket and acknowledging receipt. Our target response time is 1 hour during business hours (9:00 AM – 5:00 PM, Monday to Friday). Any support tickets received outside business hours will be acknowledged at the start of the next business day.
2. Resolution Time
The resolution time is the time between receiving a support ticket and resolving the issue. Our target resolution time depends on the severity of the issue:
– Critical: within 1 business hour
– High: within 4 business hours
– Medium: within 8 business hours
– Low: within 24 business hours
If we are unable to meet the target resolution time, we will provide regular updates on the progress until the issue is resolved.
3. Escalation Procedures
If an issue is not resolved within the specified resolution time, it will be escalated to the next level of support. Our escalation procedures are as follows:
– Level 1: Help Desk Support
– Level 2: Technical Support
– Level 3: Engineering Support
We will also provide the client with regular status updates during the escalation process.
We will provide regular performance reports to the client, outlining metrics such as response time, resolution time, and ticket volume. These reports will be provided on a monthly basis and will include trend analysis and recommendations for improvement.
An IT Help Desk Service Level Agreement is essential to ensure that your IT support is reliable and efficient. By defining the level of service expected and the metrics used to measure success, businesses can ensure that their IT services are meeting their needs. This sample SLA can be customized to meet the specific needs of any business.