Service Level Agreement for Technology Support Services
This Service Level Agreement (SLA) is a commitment between 'Big Help Desk' and its users to provide high- quality technology support services. This document outlines the services provided, the standards to be met by these services, and the responsibilities of both parties.
Technology support services are provided through the "Big Help Desk," a dedicated support unit committed to delivering high-quality customer service and technical solutions for the organization. Big Help Desk aims to provide efficient and effective support for all technology-related needs across the company. This Service Level Agreement (SLA) outlines the specific services, priorities, and responsibilities related to technology support offered by the Big Help Desk.
Services Covered
The Big Help Desk is responsible for providing support for all technology and computing resources managed by the company. This includes but is not limited to hardware, software, network connectivity, email, and system administration.
Service Level Agreement
This document serves as an agreement between the company and its employees regarding the expectations, response times, and resolutions for technology support issues.
Responsibilities
a. The Big Help Desk will:
Provide timely and professional assistance for technology-related incidents and requests.
Maintain communication channels to receive support tickets and inquiries.
Monitor and track support tickets to ensure timely resolutions.
Escalate issues to appropriate teams or higher-level support as necessary.
Continuously strive to improve service quality and customer satisfaction.
b. Company employees will:
Follow the established procedures for submitting support tickets and requests.
Provide accurate and detailed information when reporting technology issues.
Cooperate with the Big Help Desk to troubleshoot and resolve problems.
Adhere to acceptable use policies and guidelines for technology resources.
Service Availability
The Big Help Desk aims to provide high availability of support services. The standard operating hours (Mon - Fri 8am-5pm), and any planned maintenance or service interruptions will be communicated in advance through email. After hours and weekend tickets will be responded to on the following business day. If there is an urgent Help Desk issues that needs to be addressed after hours or on weekends, please contact the help desk technician by their direct numbers listed on the ticket responses via text or calling.
Response and Resolution Times
Response Time: The Big Help Desk will acknowledge support requests within 2 hours, indicating that the request has been received and is being addressed.
Resolution Time: The Big Help Desk will strive to resolve support tickets within 4 hours, depending on the complexity and priority of the issue. However, some issues may require additional time due to their nature or dependencies. We strive to resolve all tickets assigned on same business day or within 1 business day. If a technician can't resolve the ticket within the business day the ticket will be escalated to tier 2 or 3 depending on its complexity and requirements.
User Engagement Period: Upon the submission of a ticket, a help desk technician will engage the user for additional inquiries or to gather further details if necessary. The help desk will actively communicate on the ticket for three consecutive days. Should the user fail to provide feedback within this period, the ticket will be marked as resolved and closed. In the event the user is ready to further engage and assist in resolving their issue, they are welcome to open a new ticket.
Communication
The Big Help Desk will maintain regular communication with employees, providing updates on the progress of support tickets and timely resolutions. Employees are encouraged to provide feedback on the support services received.
Note: This Service Level Agreement is subject to revisions as technology services and support needs evolve. Any modifications will be communicated to the company's employees in a timely manner.
By agreeing to this Service Level Agreement, the company and its employees acknowledge and accept the terms outlined herein for technology support provided by the Big Help Desk.
Service Metrics
This SLA is designed to ensure the consistent provision of high-quality technology support services. The Big Help Desk aims to adhere to the following service metrics:
Response Times: Depending on the severity of the tickets, response times will vary. High-severity tickets will be responded to immediately, medium-severity tickets will receive a response within 1 hour, and low-severity tickets will receive a response within 2 hours.
Resolution Times: The resolution times will also vary depending on the severity of the issue. High-severity issues will be resolved as soon as possible, medium-severity issues aim for resolution within 2 hours, and low-severity issues aim for resolution within 4 hours or same business day.
Priority Levels
Support tickets will be prioritized based on their impact and urgency. The Big Help Desk will categorize tickets into priority levels (e.g., high, medium, low) and allocate resources accordingly.
Low Level Tickets (Impact Minor):
Impact: Low-level tickets usually have a minor impact on business operations. They generally affect individual users or a small group of users and do not significantly impede critical business processes.
Urgency: These issues are not urgent and do not stop business operations. An example could be a request for new software to be installed, resetting passwords, or providing assistance with using certain features of an application.
Complexity: Low-level issues are typically straightforward and can be resolved without needing extensive technical expertise. They usually involve routine or procedural tasks that have well-documented solutions.
Medium Level Tickets (Impact Major):
Impact: Medium level tickets often have a moderate impact on business operations. They might affect a group of users rather than the entire organization or critical business processes.
Urgency: These issues need to be resolved quickly but don't necessarily stop business operations. An example could be minor software bugs that hinder productivity but don't entirely prevent work from being done.
Complexity: The issues could require specialized knowledge or additional resources to resolve but aren't as complex as high-priority tickets.
High Level Tickets (Impact Crisis):
Impact: High level tickets typically have a major impact on business operations. This could be an issue that affects the entire organization or significantly hinders critical business processes.
Urgency: These issues need to be resolved as soon as possible because they stop or severely impact business operations. An example could be a server crash or significant security breach.
Complexity: These issues might require a high level of technical expertise to resolve, or they could be difficult to solve due to their complex nature.