Helpdesk Service Level Agreements

There are usually a couple of levels of support... and it will also depend on the programs that are being used and training and hardware.

First Level Support should be able to handle/resolve the call within the first 30 minutes from talking with the caller. If they cannot resolve in that manner, then the issues is assigned a Priority and then escalated to Second Level Support.

Second Level SUpport deals with issues on a Priority bases.

Priority 1 = usually emergency or mission critical issues.... such as a server outage, e-mail down, network down, etc. Imapcts everyone ; and resolution should be had in 4 hours.

P2 = usually within one business day. Impacts one person who cannot do his/her job because of the problem. Computer won't boot, or other hardware issues with no available workarounds.

P3 = usually within 3 business days. Normal job is not impacted -- work-arounds available or software upgrades, etc.

P4 = usually within 5 business days. Issues that do not prevent a person from performing their job.

P5 = requires parts ordered / authorized expenses , etc. Issues requiring more resources than are currently available. No time limits because they await customer's authorization before the issue canbe resolved.

If you are only asking about call durations, I'd have to say it depends on the types of problems.

Usually it takes longer to resolve a hardware "won't work" issue over the phone, than it takes to resolve a software is doing xyz type of issue over the phone. It's going to depend on the software that is being used and the training that the Help Desk person has received in the software as well.

This question was auto closed due to inactivity