Help Desk Software Service Level Agreements (SLAs) 1 — Questions and Answers
Question 1: What is the primary purpose of a Service Level Agreement (SLA) in help desk software?
- To track employee attendance
- To define the expected response and resolution times for support requests (Correct answer)
- To manage software license costs
- To document hardware inventory
Correct answer: To define the expected response and resolution times for support requests
An SLA defines the agreed-upon response and resolution timeframes, quality standards, and responsibilities between the service provider and the customer.
Question 2: Which SLA metric measures the time from when a ticket is created until a support agent first responds to it?
- Resolution Time
- First Response Time (Correct answer)
- Mean Time to Repair (MTTR)
- Customer Satisfaction Score
Correct answer: First Response Time
First Response Time (FRT) tracks how quickly an agent acknowledges a new ticket after it is submitted.
Question 3: In help desk SLA management, what does 'SLA breach' mean?
- A security vulnerability in the help desk system
- A ticket that was resolved too quickly
- A failure to meet the agreed response or resolution time (Correct answer)
- A ticket assigned to the wrong department
Correct answer: A failure to meet the agreed response or resolution time
An SLA breach occurs when a ticket is not responded to or resolved within the timeframe defined in the service level agreement.
Question 4: Which type of SLA covers all customers of a service under identical terms?
- Customer-based SLA
- Multilevel SLA
- Service-based SLA (Correct answer)
- Operational-level Agreement
Correct answer: Service-based SLA
A service-based SLA applies the same terms and conditions to every customer using a particular service, regardless of individual needs.
Question 5: What is a 'customer-based SLA' in a help desk context?
- An SLA negotiated individually with a specific customer (Correct answer)
- An SLA based on the number of tickets a customer submits
- An SLA measured by customer satisfaction surveys only
- An SLA that applies only to external customers
Correct answer: An SLA negotiated individually with a specific customer
A customer-based SLA is a customized agreement tailored to the unique needs and requirements of a single customer or customer group.
Question 6: What does 'business hours SLA' mean in help desk software configuration?
- SLA timers count only during defined working hours, not 24/7 (Correct answer)
- The SLA applies only to business-related tickets
- SLA metrics are reviewed only during business meetings
- Tickets are only accepted during business hours
Correct answer: SLA timers count only during defined working hours, not 24/7
A business hours SLA pauses the timer outside of defined working hours (e.g., nights and weekends), so deadlines only count during active support periods.
Question 7: Which of the following is typically included in an SLA document?
- Employee salary information
- Server hardware specifications
- Response time targets, resolution time targets, and escalation procedures (Correct answer)
- Marketing campaign timelines
Correct answer: Response time targets, resolution time targets, and escalation procedures
An SLA document typically outlines response and resolution time targets, escalation procedures, scope of service, and penalties for non-compliance.
Help Desk Software Service Level Agreements (SLAs) 1
What is the primary purpose of a Service Level Agreement (SLA) in help desk software?