Help Desk Service Level
Agreements
The scope of help desk service can vary widely due to the
complexity of question and product being serviced.
Many companies elect to obtain specific service level agreements
that delineate the range of services provided, and as
importantly, not provided, by the technical help desk
support staff.
A help desk company should provide an itemized and clear-cut
list of what exactly is covered. Issues you need to
address can include; hours of operation, indirect issues
(i.e. hardware or software conflicts), price variations for
accessing the help desk via a phone versus online, and
number of service help desk calls permitted. |
