Introduction
This Service Level Agreement (SLA) outlines the services provided by the Helpdesk, the responsibilities of the Helpdesk and the customer, and the expected performance levels.
Service Hours
Helpdesk services are available during the following hours:
Monday to Friday: Customer Support Agreement
Saturday: Appointment only
Sunday and Public Holidays: Closed
Emergency Support: Open 24/7
Response and Resolution Times:
The Helpdesk aims to respond to and resolve issues within the following timeframes:
Services Provided
The Helpdesk will provide the following services:
Customer Responsibilities
Customers are expected to:
Provide detailed information about the issue or request.
Be available for any follow-up questions or troubleshooting.
Follow the Helpdesk's guidelines and procedures.
Helpdesk Responsibilities
The Helpdesk will:
Provide timely and professional support.
Communicate clearly and effectively with customers.
Keep customers informed about the status of their requests.
Escalate issues as necessary to ensure timely resolution.
Performance Monitoring
The Helpdesk will monitor performance against the SLA and provide regular reports to stakeholders. Performance metrics include:
Response and resolution times
Billable hours
Number of incidents and requests handled
Issue tends and performance improvement reports
Review and Amendments
This SLA will be reviewed annually and may be amended as necessary to reflect changes in services or customer needs.
Contact Information
For support, please contact the Helpdesk:
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