Helpdesk SLA Template
A pragmatic SLA template for helpdesks of 2–20 agents. Splits first-response from resolution and ties to ticket type, not customer tier.
Who it's for
Helpdesk leads, IT managers, customer support ops.
How to use this template
- 1Adjust the response and resolution windows to match your staffing.
- 2Publish to the whole company — visibility is what drives adherence.
- 3Review every quarter against actual performance.
Licence
Free to use commercially. Adapt freely for your organisation — attribution to Nightingale Software is appreciated but not required.
BirdCall
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Helpdesk & case management
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