Your most unhappy customers are your greatest source of learning. - Bill Gates, businessman
2007 Group Documents	Help Desk Responses
	A set of standardized procedures to follow when responding to help desk calls by phone, email or in person.
2006 Conference	Sample SLA between Help Desk and Litigation Support
	A proposed SLA defining services provided and time frames between two departments.
2005 Docposit	Sample Service Level Agreement
	Kevin Sullivan supplies a sample listing of coverage categories, response times and rules for data restoration and home support.
2001 Group Documents	SLA Template
	A detailed fill-in-the-blanks template for a service level agreement.