Service Level Agreement (Internal Helpdesk)

This Internal Helpdesk Service Level Agreement is designed for use within a business to manage the relationship between an internal helpdesk and the departments it supports. It sets out both the support services to be provided and the service levels and response times that apply to those services.

It is particularly useful where the business needs clearer expectations around internal support, faster handling of priority issues, and a more structured approach to helpdesk performance.

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.

What this Internal Helpdesk Service Level Agreement covers

This template is intended for internal support arrangements within a business, particularly where an IT department or helpdesk provides support to other departments. It helps define what support will be provided, how quickly the helpdesk should respond, and how performance will be monitored.

By setting out expectations on both sides, the agreement can help the business operate more efficiently and reduce uncertainty about internal support obligations.

When to use an internal helpdesk SLA

This template is well suited to businesses that rely on internal IT resources and need a clearer framework for handling support requests as operations grow more complex.

It is particularly useful where the parties need clear rules on:

• the scope of internal support services;
• response times for different types of support request;
• issue severity levels and priorities; and
• monitoring the performance of the helpdesk function.

Defining support services and helpdesk responsibilities

The support services to be provided are left open for the parties to define and should be described in as much detail as possible. This is important to ensure that both the helpdesk and the supported department understand the scope of the arrangement.

The template includes obligations for both the helpdesk and the department, helping to clarify responsibilities on each side of the internal relationship.

Service levels, issue priorities, and response times

Service levels under this agreement are monitored and enforced by reference to issue levels and corresponding response times. Issue levels broadly reflect the severity of a support request, with more urgent issues requiring faster action.

For example, a high-priority issue may involve a server failure, while a lower-priority issue may relate to the installation of a non-essential software patch. This structure helps the business allocate support resources more effectively and manage expectations across departments.

Suitable for IT helpdesks and other internal support functions

Although this agreement is particularly well suited to internal IT support, it is drafted broadly enough to be used for other internal helpdesk or support functions where similar service level and response arrangements are needed.

Schedules covering support services, service levels, and data processing

The schedules are central to how this internal helpdesk SLA works and should be completed with as much detail as possible. Once completed, they should provide a clear practical reference for the business, the helpdesk, and the supported department.

The schedules cover:

• support services;
• service levels; and
• data processing.

Main legal provisions included in this internal support SLA

This template includes clauses covering definitions and interpretation, term, helpdesk obligations, department obligations, provision of the support services, support service and agreement monitoring, service levels and response times, confidentiality, termination, post-termination matters, force majeure, data protection, data processing, the nature of the agreement, severance, notices, and law and jurisdiction.

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