The Service Level Agreement is one of the key documents in developing a successful  Help Desk. It is this document that provides the structure and framework that establishes the key features of the agreement between the service provider and the service user. This comprehensive Help Desk Service Level Agreement guide takes you through key issues and enables you to quickly get up to speed in understanding the main concepts. All the main areas of the Help Desk SLA are simply and easily presented in a no-nonsense manner.