This Service Desk SLA template is designed for use in the United States market when establishing formal service level agreements for IT support and help desk services. The document is essential when organizations need to formalize their IT support arrangements, whether with external providers or internal departments. A Service Desk SLA includes critical elements such as response times, resolution targets, service availability commitments, and performance metrics, all structured to comply with US contract law and relevant federal/state regulations. It's particularly valuable for organizations seeking to establish clear accountability, measure service quality, and ensure consistent IT support delivery. The agreement addresses both technical requirements and legal obligations, including data protection, confidentiality, and service standards, making it suitable for both simple and complex support arrangements.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Description: Comprehensive description of the service desk services, including scope and limitations
5. Service Hours and Availability: Specified hours of operation, including standard hours, after-hours support, and holiday coverage
6. Service Level Targets: Defined response times, resolution times, and other performance metrics
7. Priority Levels: Classification of incident priorities and corresponding response requirements
8. Incident Management Process: Procedures for logging, tracking, escalating, and resolving incidents
9. Performance Monitoring: Methods and tools used to measure and report service performance
10. Reporting Requirements: Frequency, format, and content of service performance reports
11. Roles and Responsibilities: Detailed responsibilities of both parties in service delivery and management
12. Communication Procedures: Protocols for routine communications and escalation paths
13. Term and Termination: Duration of the agreement and conditions for termination
14. Payment Terms: Fee structure, payment schedule, and any performance-related adjustments
15. Confidentiality and Data Protection: Requirements for handling sensitive information and ensuring data security
16. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Procedures for service continuity in case of major disruptions - include when business continuity is critical
2. Transition Services: Procedures for service handover at start and end of contract - include for complex service arrangements
3. Multi-language Support: Requirements for supporting multiple languages - include for international service coverage
4. Knowledge Management: Processes for maintaining and updating knowledge base - include for complex technical support
5. Quality Assurance: Specific quality control measures and standards - include for high-stakes support services
6. Security Clearance Requirements: Special security clearance needs for service desk staff - include for government or high-security clients
7. Customer Satisfaction Metrics: Additional metrics for measuring user satisfaction - include when customer experience is paramount
8. Training Requirements: Specific training needs for service desk staff - include for specialized technical support
1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies
2. Schedule B - Pricing and Fee Structure: Detailed pricing information, including base fees and variable charges
3. Schedule C - Escalation Matrix: Contact details and procedures for different levels of escalation
4. Schedule D - Technical Requirements: Specific technical requirements for service desk tools and systems
5. Schedule E - Report Templates: Standard formats for various service reports and metrics
6. Schedule F - Service Desk Procedures: Detailed operational procedures and workflows
7. Appendix 1 - Incident Classification Guide: Detailed criteria for classifying incident priorities
8. Appendix 2 - Contact Information: Key contacts from both parties with roles and contact details
9. Appendix 3 - Service Coverage Calendar: Calendar showing service hours, holidays, and coverage periods
Find the exact document you need
External Service Level Agreement
A U.S.-governed agreement defining service standards, performance metrics, and obligations between a service provider and customer, including compliance requirements and service level commitments.
Download
Sla Tech
A U.S.-governed agreement defining performance standards and metrics for technology services, including service levels, support requirements, and remedies for non-compliance.
Download
Service Desk Sla
A US-governed agreement defining service levels, metrics, and obligations for IT support services between a service provider and customer.
Download
Sla With Vendor
A U.S.-governed agreement defining performance standards and metrics for vendor-provided services.
Download
SLA Consulting Services
A U.S.-governed agreement defining performance standards and deliverables for consulting services, including metrics and remedies for service failures.
Download
Standard SaaS Sla
A U.S.-governed agreement defining service levels and performance standards for SaaS solutions, including remedies for service failures.
Download
Sla Payment Terms
A U.S.-compliant legal document defining payment terms and conditions linked to service level agreements.
Download
Sla In Logistics
A U.S.-governed agreement defining performance standards and operational requirements between logistics service providers and their customers.
Download
IT Department Sla
A U.S.-compliant agreement defining service standards between an internal IT department and business units.
Download
Agency Service Level Agreement
A U.S.-governed agreement defining service levels and performance metrics between a principal and their agent, establishing measurable standards and compliance requirements.
Download
Sla Ola
US-governed Service Level Agreement (SLA) and Operating Level Agreement (OLA) defining service standards, performance metrics, and operational procedures between providers and recipients.
Download
Sla In Software Engineering
A U.S.-governed legal agreement defining performance standards and service levels for software service delivery between provider and customer.
Download
Contact Center Sla
US-jurisdiction Service Level Agreement for contact center operations, defining performance metrics and operational standards in compliance with American regulations.
Download
Customer Support Sla
A US-jurisdiction service level agreement defining customer support standards, metrics, and obligations between service provider and customer.
Download
Sla Service License Agreement
A U.S.-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
Download
Sla In Banking
A U.S.-governed agreement defining performance standards and compliance requirements for banking services, subject to federal and state banking regulations.
Download
SLA In Sales
A U.S.-compliant Service Level Agreement defining service standards and performance metrics in sales relationships.
Download
Courier Service Level Agreement
A U.S.-governed agreement establishing performance standards and terms for courier services, subject to federal and state transportation laws.
Download
Application Availability Sla
A U.S.-governed agreement defining guaranteed uptime and availability metrics for software applications, including remedies for service disruptions.
Download
Sla For Software Development Project
A U.S.-governed agreement establishing performance metrics and quality standards for software development services, including deliverables and service levels.
Download
Recruitment Process Outsourcing Service Level Agreements
A U.S.-governed agreement defining terms, metrics, and obligations for outsourced recruitment services between an RPO provider and client organization.
Download
Industry Standard Sla
A U.S.-compliant agreement defining service standards, metrics, and remedies between service providers and customers.
Download
Incident Response Time Sla
A U.S.-compliant service level agreement defining response times and procedures for handling security incidents and system disruptions.
Download
99.99 Sla
A U.S.-governed Service Level Agreement establishing 99.99% uptime commitment with detailed service metrics and remedies for critical technical services.
Download
Service Level Agreement Human Resources
A U.S.-compliant agreement defining performance standards and deliverables for HR service provision.
Download
Hr Sla
A U.S.-compliant Human Resources Service Level Agreement defining HR service delivery standards, metrics, and obligations between service provider and client.
Download
Recruiting Sla
A U.S.-compliant agreement defining performance metrics and service standards between a company and its recruitment service provider.
Download
SLA For Website Development
A US-governed agreement defining service levels and performance metrics for website development services.
Download
Sla For Testing Projects
A U.S.-compliant Service Level Agreement defining terms and metrics for software testing services.
Download
SLA For Cleaning Services
A U.S.-compliant service level agreement defining terms, conditions, and performance standards for professional cleaning services.
Download
Marketing Agency Service Level Agreement
A U.S.-governed agreement defining performance standards and deliverables between a marketing agency and its client.
Download
Corporate Level Sla
A U.S.-governed agreement defining service performance standards and metrics between service providers and corporate customers.
Download
Sla In Telecom
US-compliant telecommunications Service Level Agreement template defining service standards and performance metrics between providers and customers.
Download
Service Level Agreement For IT Services
A US-governed agreement defining service levels, metrics, and responsibilities between IT service providers and their clients.
Download
Supplier Service Level Agreement
A U.S.-governed agreement defining service levels, performance metrics, and remedies between a supplier and customer.
Download
Service Level Agreement For Warehousing And Distribution
A U.S.-governed agreement establishing performance metrics and operational requirements between warehouse service providers and clients.
Download
Msp Sla
A US-based legal agreement defining service levels and responsibilities between an IT managed service provider and their client.
Download
Sla Contract
A U.S.-governed contract defining service levels, metrics, and obligations between service provider and customer.
Download
Sla Api
A U.S.-compliant legal agreement defining performance metrics and service obligations for API services.
Download
Production Sla
A U.S.-governed agreement defining service levels, performance metrics, and quality standards for production services, with specified remedies for non-compliance.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)