Common Contracts
1 similar Service Level Agreement contracts
APPENDIX J DPW IT HELP DESK SERVICES – SERVICE LEVEL AGREEMENTService Level Agreement • September 23rd, 2021
Average Speed of Answer (ASA) 60 Seconds or less 95% or higher Measures average length of time from 1st ring until phone call is answered by a live help desk agent during operational hours Total number of phone calls answered within 60 seconds / Total phone calls placed A call answered and placed on hold without listening to the caller’s issue and initiating trouble shooting steps shall not count as a call answered within 60 seconds Monthly
