HelpDesk Service Level Agreement
|Outsourced Help Desk Service Level Agreement - The Outsource Helpdesk SLA.|
A detailed SLA (Service Level Agreement) is an absolutely critical component of the outsourcing initiative, or indeed, of general helpdesk control and management. It defines roles, responsibities, requirements and much more. It is very much the basis of understanding between the two parties.
The IT Outsourcing Toolkit contains a detailed and in depth service level agreement. Each clause of this can be edited or simply accepted as it stands - whichever is appropriate. Because it is supplied in Word, the whole document can be adapted with ease.
The following is a typical page:
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