An internal service level agreement for IT support describes the types of services, the service levels and the responses to end-user requests that the IT help desk will provide.

The purpose of this SLA from TechRepublic Premium is to define a set of guidelines for services and support for the internal IT help desk and to help end-user departments better understand the support and service levels. It also outlines appropriate steps that end users should take when they encounter problems.

From the SLA:

Equipment replacement

The average replacement cycle for company-owned laptop, desktop and mobile computer is three years in areas of primary, high-usage computing. In secondary, mid- to lower-usage computing areas of the company, older computers that have exceeded their three-year lifecycles but are still performing well will be recycled to these secondary areas if budgetary constraints require it.

The download comprises a 10-page PDF and Word document.

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