Advanced level · Module 5: Running an IT Support Service · Lesson 2 of 4
Service Agreements
Agree clearly what will be delivered.
In this lesson you will
- Write a service agreement
- Define service levels
Key concepts
scope of serviceresponse timesexclusionsdata responsibilities
The lesson
A service agreement states what is covered, response times, hours, prices, exclusions and responsibilities.
Include data responsibilities: the client keeps backups; the provider protects data it handles.
Review agreements yearly as needs change.
Step by step
- Define the scope.
- Set response times.
- List exclusions.
- Add data responsibilities.
Practice activity
Write a service agreement for a school client.
Expected result: A clear agreement both sides can rely on.
Check your understanding
-
Why list exclusions?
Show answer
To avoid disputes about what is covered.
-
Who keeps backups under a typical agreement?
Show answer
The client, unless backup is a contracted service.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.