Labels:text | screenshot | font | number | document OCR: A HELP DESK SERVICE LEVEL AGREEMENT Severity level Definition Response times Server down Server outage, hub/switch failure, router failure Immediate NelWare, NT, Unix server outage or failure, Server hard drive failure, corrupt file system, or bindery/NDS tree, hub/switch failure, or server out of disk space. A- Critical Network Anomalies Less than 1 hour Network or workstation viruses, nighty backup failures, B -- Urgent or server NIC card problems Infrastructure related problems : Less than 2 hours Down printer, file restoration, scan user's workstation for viruses with eradication, If necessary C --- Important Client/Workstation problems Less than 4 hours New software for client workstation, response to help desk call, or acknowledgement of open trouble ticket. D-Informational Request for information only Less than 8 hours Status of software or hardware order, status of training requests, request for vendor information, request for noncritical software assistance, or discussion of database development or modifications to in-house custom software. Figure 1: IS managers can define help desk expectations of staff by drawing up a service level agreement, which serves as a contract between end users and help desk staff.
