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IT Support & Helpdesk Service Level Agreement

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DOCX
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4
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Document Overview

An IT Support & Helpdesk Service Level Agreement (SLA) is a formal contract between a service provider (internal IT department or third-party vendor) and a client (company, department, or end-user) that defines the expected level of IT support services.

Here are the essential sections normally included:
1.Parties to the Agreement
2. Scope of Services
3️. Service Hours / Coverage
4. Incident Classification / Prioritization
5️. Response and Resolution Times
6️. Escalation Procedures
7️. Performance Metrics (KPIs)
8️. Client Responsibilities
9️. Reporting & Reviews
10. Penalties / Remedies (Optional)
11️. Confidentiality & Data Protection
12️. Duration & Termination
13️. Amendment Procedures

Purpose of an IT Support & Helpdesk SLA:
1. Define what services the IT support team will deliver and under what conditions.
2. Hold the service provider responsible for the quality and timeliness of service delivery.
3. Provide measurable benchmarks (KPIs) for response time, resolution time, uptime, etc.
4. Reduce misunderstandings or conflicts between IT and users regarding service levels.
5. Use metrics to monitor and improve IT support efficiency over time.

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