So what are the service levels and what do they look like? Typically when you log cases on a support helpdesk they prioritise the cases. So Priority 1 would be relating to anything where a group of users are affected or the whole organisation has some downtime. That could be as simple as the internet stops working.
Priority 2 would be a single desktop issue but it’s a critical desktop so maybe its a VIP in your organisation or maybe your Marketing people are putting a presentation together and that’s time critical to present that presentation, so the desktop has to be working.
Priority 3 is a single-desktop user issue but not so critical, something that’s stopped working but can be fixed in a few days time as it doesn’t give the user any downtime.
So those are your priority levels. The other thing you want to look out for is a target against those service levels. So typically you would be looking for a 90 per cent target. So 9 times out of 10 those service levels will be hit every time. And that’s it really – service levels drawn up into your contract and some commitment from your IT partner to deliver to those.