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Service Level Agreement (Internal Helpdesk)


There is scarcely a business in existence any more that does not have at least some reliance on IT. Many businesses with IT resources and networks will have a dedicated department or at the very least, one or more staff members dedicated to IT management and support. As a business grows, so can the complexity of managing IT issues.

The data protection provisions in this document have been reviewed and updated for Brexit. References to data protection legislation have been updated with reference to the UK GDPR.

This Internal Helpdesk Service Level Agreement is designed for use within a business and manages the relationship between the IT department (in the form of a “helpdesk”) and other departments. This document addresses both the services to be provided by the helpdesk to the department and the levels (or performance requirements) to which those services must be provided. In so doing, the business can be run more efficiently, with both parties aware of time constraints and expectations pertaining to IT support.

The support services to be provided under this agreement are left open for you to define. The services should be defined in as much detail as is possible.

Service Levels under this agreement are monitored and enforced by way of issue levels and corresponding response times. Issue levels relate broadly to the severity of a support request. Issue level 1, for example, may relate to a server failure; whereas issue level 10 may relate to the installation of a nonessential software patch. The higher the priority, the quicker the service provider should respond.

Due to the way in which this document is written, it need not be used only for IT support services. Although ideally suited to IT support, the terms of the document are sufficiently broad to enable it to be applied to any other internal support helpdesks.

Optional phrases / clauses are enclosed in square brackets. These should be read carefully and selected so as to be compatible with one another. Unused options should be removed from the document.

This Internal Helpdesk Service Level Agreement contains the following clauses:

1. Definitions and Interpretation
2. Term of Agreement
3. Helpdesk Obligations
4. Department Obligations
5. Provision of the Support Services
6. Support Service and Agreement Monitoring
7. Service Levels and Response Times
8. Confidentiality
9. Termination
10. Post-Termination
11. Force Majeure
12. Data Protection
13. Data Processing
14. Nature of the Agreement
15. Severance
16. Relationship of the Parties
17. Notices
18. Law and Jurisdiction

and the following schedules:

1. Support Services
2. Service Levels
3. Data Processing

This document is in open format. Either enter the requisite details in the highlighted fields or adjust the wording to suit your purposes.

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