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https://searchenterprisedesktop.techtarget.com/tip/How-to-get-the-best-desktop-support-SLA-bang-for-your-buck
Apr 11, 2018 · A response time desktop support SLA guarantees the specific length of time it will take a technician to respond to the person who made the request. Contact is usually by phone, but it can also be by email or another means of communication. In-person follow up visits are also common.Author: Gary Olsen
https://www.mailman.columbia.edu/information-for/desktop-support/desktop-support-service-level-agreement-2015-2017
General OverviewThis is a Service Level Agreement (“SLA”) between Mailman Faculty and Staff and the Desktop Support arm of the Information Technology Department of Mailman (MSPH IT) to document:The Standard Desktop Support ServiceThe general levels of response, availability, and maintenance associated with this serviceThe responsibilities of MSPH Desktop Support as a provider of this …
http://css.iq.harvard.edu/files/user-services/files/sla_desktop_support_v2.pdf
SLA Desktop Support.doc 3 2.3 Hardware Support We support a variety of desktop computers, laptops, and printers. Our staff has most experience supporting Dell desktop, and Dell and IBM laptop computers. We support basic setup for Blackberry, iPhone, and Palm devices. 3. Quality of Service
https://doit.creighton.edu/services-provided-doit/service-level-agreements/standard-desktop-support-sla
This is a Service Level Agreement (SLA) between the campus community and the Division of Information Technology to document: The Standard Desktop Support (SDS) Service. The general levels of response, availability, and maintenance associated with this service. The responsibilities of DoIT as a provider of this service.
https://www.beyondtrust.com/assets/documents/HDI-2013-Desktop-Support-Metrics.pdf
t the beginning of my career as a desktop support manager, I searched everywhere for examples of industry-standard measurements for second-level support organi-zations. At that time, my search was in vain because desktop support was in its infancy. There were plenty of metrics for help desks, but nothing concrete for desktop support
https://www.givainc.com/wp/sample-it-help-desk-service-level-agreement-sla.cfm
Jan 01, 2014 · This example service level agreement (SLA) shows how can you develop an SLA, what should be included in the SLA, and who needs to be a party to the SLA. ... In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk.
https://www.givainc.com/wp/slas-service-level-agreements-best-practices-example-sample.cfm
For example, a Service Level Agreement (SLA) describes the factors influencing first level problem determination, such as: Number of customers affected. Effect on business mission. Context of problem. Deadlines. Estimated solution time. Application involved. Frequency of problem.
SLA Template provide a free general purpose Service Level Agreement or SLA template that you can use in a variety of situations. The Service Level Agreement template can be downloaded in Microsoft Word format without the need to register.
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