Service Level Agreement

We don't just work with technology, we work with people

Updated: February 1, 2024THE HELP DESK is committed to providing high-quality remote tech support services to all subscribers. This Service Level Agreement (SLA) outlines the level of service you can expect from us:1. Availability:THE HELP DESK services are available during standard business hours from 9:00 AM to 5:00 PM (Eastern Time), Monday through Friday. Extended service hours from 8:00 AM to 8:00 PM (Eastern Time), seven days a week, are available by appointment only.2. Response Time:Our goal is to respond to all support inquiries within 24 hours of receipt. However, response times may vary depending on the volume of inquiries and the complexity of the issue.3. Resolution Time:We aim to resolve all support requests promptly and efficiently. The resolution time will depend on the nature of the issue and may vary from case to case. We will provide regular updates on the status of your support request until the issue is resolved.4. Technical Expertise:Our support team consists of highly skilled technicians with expertise in a wide range of technical areas. We are committed to providing accurate and effective solutions to all technical issues.5. Service Reliability:THE HELP DESK strives to maintain a high level of service reliability. However, in the event of unforeseen downtime or service disruptions, we will work diligently to restore service as quickly as possible and minimize any impact on your business operations.6. Customer Satisfaction:Your satisfaction is our top priority. We welcome feedback on our services and will take all necessary steps to address any concerns or issues you may have.
By subscribing to THE HELP DESK, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement (SLA). If you have any questions or need further clarification, please don't hesitate to contact us.