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Helpdesk - Service Level AgreementsService Level Agreements are enforceable contracts between the customer and the provider of the IT service, or Service Desk and their purpose is to promote quality and predicability in in IT service provision. In some situations they form the basis for punitive recourse in the contract, where the agreed service level has not been met. In any situation where the loss of a given service is predicted to impact negatively upon the customer, they should seek to establish contractual Service Llevel Agreements for that service. Service Level Agreements are important for the following reasons: - They help IT Infrastructure managers identify requirements and shortfalls and allocate support resources as needed.
- Monitor the effectiveness of applied support resources
- Provide a framework of understanding between customer and service provider
- Guide Investment decisions necessary to meet SLA's
- Increase overall I.T Performance
Vector Helpdesk provides for the managment of Incidents within user defined SLA's. 
Click here to view full image | | Defining Service Agreements | Service Agreements define the contract between the customer and the Service Support Desk. Here you can define contract Start and End Dates, Service Level, Service Types, Reporting Periods, Contract Review Dates, Contract Costs etc. |
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Click here to view full image | Defining Service Levels | This tab allows the actual service levels to be defined, setting parameters suchs as priority, response times, agreed closure times, escalation rules, hours of service etc. |
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Click here to view full image | | Defininig Service Types | Service Types can be defined for the different areas of infrastructure being supported. For example, Servers may attract a higher service level than Software Support and therefore need to be defined as a seperate service type. |
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