This Service Desk SLA template is designed for use in the United States market when establishing formal service level agreements for IT support and help desk services. The document is essential when organizations need to formalize their IT support arrangements, whether with external providers or internal departments. A Service Desk SLA includes critical elements such as response times, resolution targets, service availability commitments, and performance metrics, all structured to comply with US contract law and relevant federal/state regulations. It's particularly valuable for organizations seeking to establish clear accountability, measure service quality, and ensure consistent IT support delivery. The agreement addresses both technical requirements and legal obligations, including data protection, confidentiality, and service standards, making it suitable for both simple and complex support arrangements.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Description: Comprehensive description of the service desk services, including scope and limitations
5. Service Hours and Availability: Specified hours of operation, including standard hours, after-hours support, and holiday coverage
6. Service Level Targets: Defined response times, resolution times, and other performance metrics
7. Priority Levels: Classification of incident priorities and corresponding response requirements
8. Incident Management Process: Procedures for logging, tracking, escalating, and resolving incidents
9. Performance Monitoring: Methods and tools used to measure and report service performance
10. Reporting Requirements: Frequency, format, and content of service performance reports
11. Roles and Responsibilities: Detailed responsibilities of both parties in service delivery and management
12. Communication Procedures: Protocols for routine communications and escalation paths
13. Term and Termination: Duration of the agreement and conditions for termination
14. Payment Terms: Fee structure, payment schedule, and any performance-related adjustments
15. Confidentiality and Data Protection: Requirements for handling sensitive information and ensuring data security
16. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Procedures for service continuity in case of major disruptions - include when business continuity is critical
2. Transition Services: Procedures for service handover at start and end of contract - include for complex service arrangements
3. Multi-language Support: Requirements for supporting multiple languages - include for international service coverage
4. Knowledge Management: Processes for maintaining and updating knowledge base - include for complex technical support
5. Quality Assurance: Specific quality control measures and standards - include for high-stakes support services
6. Security Clearance Requirements: Special security clearance needs for service desk staff - include for government or high-security clients
7. Customer Satisfaction Metrics: Additional metrics for measuring user satisfaction - include when customer experience is paramount
8. Training Requirements: Specific training needs for service desk staff - include for specialized technical support
1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies
2. Schedule B - Pricing and Fee Structure: Detailed pricing information, including base fees and variable charges
3. Schedule C - Escalation Matrix: Contact details and procedures for different levels of escalation
4. Schedule D - Technical Requirements: Specific technical requirements for service desk tools and systems
5. Schedule E - Report Templates: Standard formats for various service reports and metrics
6. Schedule F - Service Desk Procedures: Detailed operational procedures and workflows
7. Appendix 1 - Incident Classification Guide: Detailed criteria for classifying incident priorities
8. Appendix 2 - Contact Information: Key contacts from both parties with roles and contact details
9. Appendix 3 - Service Coverage Calendar: Calendar showing service hours, holidays, and coverage periods
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Education
Professional Services
Telecommunications
Government
Insurance
Banking
Logistics
E-commerce
Pharmaceutical
Energy
Relevant Teams
Information Technology
Legal
Procurement
Operations
Service Delivery
Vendor Management
Risk and Compliance
Service Management
Help Desk
Technical Support
Quality Assurance
Information Security
Contract Administration
Relevant Roles
IT Director
Service Delivery Manager
Chief Information Officer
IT Operations Manager
Procurement Manager
Contract Manager
Service Desk Manager
IT Support Manager
Legal Counsel
Vendor Manager
Operations Director
Technology Manager
Help Desk Supervisor
IT Service Manager
Compliance Officer
Risk Manager
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