Help Desk - Service Level Agreement
Practicing safe SLA's
(One's that work for the IT department)
|
Slave Level Agreement (SLA) between.......and....... |
|
| IT Mission | We will at all times (except when the letter 'Y' appears in a weekday) provide 100% service availability, including bank holidays and even on Christmas day. At all other times some form of service will almost certainly be available to somebody or other at some time during any given month. Except when the machine is down for reasons deemed necessary by the IT department, when we get paid overtimme for making it available again. |
| Hours of service | As determined by needs of customers, relative to the thheory of the intternal combustion engine and divided by focaults pendulum. Arbitration is always possible. Problems should be telephoned immediately to the Help desk. |
| Availability | Yes, there are (or will be) times when the service is (or will be) available. |
| Reliability | We can be ruled upon at all times to support this SLA, even in times of crises. |
| Capacity | Capacity management is a rather technical thingy that no one other than highly trained IT literate experts such as exist in the IT services team should even think about. |
|
Customer signature (or X) ............ |
IT Department signature (or X) ............ |