An internal service level agreement for IT support describes the types of services, the service levels, and the responses to end-user requests that the IT help desk will provide.

The purpose of this customizable SLA, created by Mark W. Kaelin for TechRepublic Premium, is to define a set of guidelines for services and support for the internal IT help desk and to help end-user departments better understand the support and service levels. It also outlines appropriate steps that end users should take when they encounter problems.

• Featured text from the download:

  SERVICES AND SUPPORT

  Equipment replacement

  The average replacement cycle for company-owned computers is three years in areas of primary, high-usage computing. In secondary, mid- to lower-usage computing areas of the company, older computers that have exceeded their three-year lifecycles but are still performing well will be recycled to these secondary areas if budgetary constraints require it.

  All new and incoming computer equipment must be approved by the requesting user department manager and by the IT director before it can be requisitioned and supported by the IT help desk. In cases where approvals for new equipment are delayed, IT will furnish the affected user area with temporary equipment until replacements can be made. The IT help desk will serve as a central coordinating point for computer replacements.

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TIME SAVED: Crafting this content required 16 hours of dedicated writing, editing, research, and design.