Help Desk Software Service Level Agreements (SLAs)

Question 1

What is the primary purpose of a Service Level Agreement (SLA) in help desk software?

Accepted Answer

To define the expected response and resolution times for support requests

Answer

To track employee attendance

Answer

To manage software license costs

Answer

To document hardware inventory

Question 2

Which SLA metric measures the time from when a ticket is created until a support agent first responds to it?

Accepted Answer

First Response Time

Answer

Resolution Time

Answer

Mean Time to Repair (MTTR)

Answer

Customer Satisfaction Score

Question 3

In help desk SLA management, what does 'SLA breach' mean?

Accepted Answer

A failure to meet the agreed response or resolution time

Answer

A security vulnerability in the help desk system

Answer

A ticket that was resolved too quickly

Answer

A ticket assigned to the wrong department

Question 4

Which type of SLA covers all customers of a service under identical terms?

Accepted Answer

Service-based SLA

Answer

Customer-based SLA

Answer

Multilevel SLA

Answer

Operational-level Agreement

Question 5

What is a 'customer-based SLA' in a help desk context?

Accepted Answer

An SLA negotiated individually with a specific customer

Answer

An SLA based on the number of tickets a customer submits

Answer

An SLA measured by customer satisfaction surveys only

Answer

An SLA that applies only to external customers

Question 6

What does 'business hours SLA' mean in help desk software configuration?

Accepted Answer

SLA timers count only during defined working hours, not 24/7

Answer

The SLA applies only to business-related tickets

Answer

SLA metrics are reviewed only during business meetings

Answer

Tickets are only accepted during business hours

Question 7

Which of the following is typically included in an SLA document?

Accepted Answer

Response time targets, resolution time targets, and escalation procedures

Answer

Employee salary information

Answer

Server hardware specifications

Answer

Marketing campaign timelines