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Service Level Agreement

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by bill_dowling

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I manage a Helpdesk and need to re-create an SLA for my organization, the existing one that is in place needs to be reworked, or, i'd like to start fresh. can anyone provide me with an existing SLA that they have so I may view it and possibly follow the format.

3 replies

by honesty

hi

In order to help you out with that one it would be good to know what type of tasks you have to do. Does the company have any expectations of your team?

by bill_dowling

The current SLA has 5 Priority levels in which each one needs to be better defined. Priority 1 is for urgent issues (network outage) to Priority 5 is used for projects.
each priority level has set timeframes to accomplish the task. an example, software installs have a priority level of 3, where we have 72 hours to finish the install. i would like to revamp the SLA to better fit the organization. and was asking if anyone has something already in place that i can follow or view the format

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