Help Desk Service Level Agreement Example

Are you looking for a way to improve your help desk services? One way to do so is by implementing a service level agreement (SLA). An SLA outlines the expectations and responsibilities of both the help desk and the customer, ensuring that everyone is on the same page. Here`s an example of what a help desk SLA might look like:

1. Scope of Services

This section clarifies the types of support services that the help desk will provide, including the hours of operation and the methods of communication (e.g. phone, email, chat). It also outlines the types of issues that are covered.

2. Response Times

This section specifies how quickly the help desk will respond to customer inquiries based on their severity level. For example, a critical issue may require a response within an hour, while a low-priority issue may only require a response within a day or two.

3. Escalation Procedures

In the event that an issue cannot be resolved by the help desk, this section outlines the steps that will be taken to escalate the issue to a higher level of support. This may include involving a manager or specialist, or reaching out to a vendor to resolve an issue with their product.

4. Performance Metrics

To ensure that the help desk is meeting its SLA commitments, this section outlines the key performance indicators (KPIs) that will be tracked. This may include metrics such as average response time, first-call resolution rate, and customer satisfaction.

5. Reporting

This section specifies how often reports will be generated to track progress against the SLA. It may also outline what information will be included in those reports, such as KPIs and customer feedback.

By implementing an SLA for your help desk services, you can improve customer satisfaction, streamline your support processes, and ensure that everyone is working towards the same goals. Use this example as a starting point to create an SLA that works for your organization.