Help Desk SOW Template - Sample

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Statement of Work

Help Desk Services

Prepared for

<Vendor Name/ Address Here>
Version 1.0
3/20/2006
<Vendor Name Here>
<Customer Name><CUSTOMER NAME> Statement of Work

Table of Contents

1 INTRODUCTION ................................................................................................................................... 1
1.1 Project Overview ........................................................................................................................ 1
1.2 <VENDOR NAME> Responsibilities ......................................................................................... 1
1.2.1 Help Desk ................................................................................................................................ 1
1.3 <CUSTOMER NAME> Responsibilities .................................................................................... 2
1.3.1 Help Desk ................................................................................................................................ 2
1.4 Joint Responsibilities ................................................................................................................ 2
1.5 General Assumptions ................................................................................................................ 3
2 SERVICES PROVIDED ........................................................................................................................ 4
2.1 Help Desk.................................................................................................................................... 4
2.1.1 Help Desk Service Levels ....................................................................................................... 4
3 PROCESSES AND PROCEDURES ..................................................................................................... 5
3.1 Change Control Process ........................................................................................................... 5
3.2 Meetings ..................................................................................................................................... 6
4 HOURS OF OPERATION ..................................................................................................................... 7
5 REPORTS ............................................................................................................................................. 8
6 PRICING................................................................................................................................................ 9
6.1 Base Fees ................................................................................................................................... 9
6.1.1 Services Fees .......................................................................................................................... 9
6.2 Pricing Assumptions ................................................................................................................. 9
7 APPROVAL ........................................................................................................................................ 10

68b1b780-8300-40ed-bd93-5bdf080bc619.doc
<Vendor Name> – Confidential i
Version 1.0 / Revision Date: 03-20-2006
<CUSTOMER NAME> Help Desk Statement of Work

1 INTRODUCTION
Statement of Work
(<VENDOR NAME>) will provide the Services as described in this Statement of Work (SOW) subject
to the terms of the _____________Agreement dated ___________ between <CUSTOMER NAME>
and <VENDOR NAME>.

1.1 Project Overview
This SOW will describe the following services:
 Help Desk

Term will begin (start date) and end (end date).

1.2 <VENDOR NAME> Responsibilities
This section outlines <VENDOR NAME> responsibilities that apply to services defined in this SOW.
Responsibilities have also been listed in the sections describing specific services when
responsibilities apply only to that service offering.

1.2.1 Help Desk
1. <VENDOR NAME> will comply with specific <CUSTOMER NAME> policies and
procedures as described in writing by <CUSTOMER NAME> prior to the start of the
engagement.
2. <VENDOR NAME> will employ a Change Control Process as outlined in Section XX of
this SOW to amend this document and services here within.
3. <VENDOR NAME> will report Service Level Agreements (SLA’s) on a monthly basis,
unless mutually agreed upon by <CUSTOMER NAME> and <VENDOR NAME>.
4. <VENDOR NAME> will utilize <Vendor Name>’s Incident Management Tool required to
support <VENDOR NAME> provided services and to meet the SLA’s defined in this SOW.
5. <VENDOR NAME> will provide first level analysis and resolution.
6. <VENDOR NAME> will dispatch all problem tickets/work orders which cannot be resolved
remotely to the appropriate support organization as defined under this SOW
7. <VENDOR NAME> will provide standard reports to <CUSTOMER NAME> as defined in
Section X - Reports
8. <VENDOR NAME> will provide <CUSTOMER NAME> satisfaction surveys.
9. <VENDOR NAME> will provide an Automated Call Distributor (“ACD”) and use a
dedicated toll free number with a custom greeting for incoming end user calls.
10. <VENDOR NAME> will analyze problem trends, perform root-cause analysis, and
recommend solutions as part of the function of continuous improvement.

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<CUSTOMER NAME> Help Desk Statement of Work

1.3 <CUSTOMER NAME> Responsibilities
This section outlines <CUSTOMER NAME> responsibilities that apply to all services defined in this
SOW. Responsibilities have also been listed in the sections describing specific services when
responsibilities apply only to that service offering.

1.3.1 Help Desk
1. <CUSTOMER NAME> will provide <VENDOR NAME> with all required security access to
applications, printers, servers, etc.
2. <CUSTOMER NAME> will provide all available documentation relative to the existing
service functions including, but not limited to, policies and procedures, organizational
chart, statistics, <CUSTOMER NAME> satisfaction surveys, and other documents as may
reasonably be requested by <VENDOR NAME> during the onset of service and from time
to time.
3. <CUSTOMER NAME> will provide and maintain a list of authorized software applications
supported by the Help Desk. Changes to the list of software applications supported will be
submitted according to the Change Management Process to be defined and mutually
agreed to by <VENDOR NAME> and <CUSTOMER NAME>.
4. <CUSTOMER NAME> and <VENDOR NAME> will jointly develop and agree upon
appropriate escalation procedures and contacts for unresolved or misrouted applications
support requests.
5. <CUSTOMER NAME> and <VENDOR NAME> will jointly develop and agree upon
standardized procedures and processes whereby <VENDOR NAME> Help Desk agents
receive prior notification and training of new releases or major enhancements to
supported proprietary applications.
6. <CUSTOMER NAME> will provide all proprietary application support, except by mutual
agreement between <VENDOR NAME> and <CUSTOMER NAME> as stated in this
SOW.
7. <CUSTOMER NAME> with <VENDOR NAME>’s help will create and rollout an end user
communication marketing plan for the new call flow and set appropriate expectations for
all employees

1.4 Joint Responsibilities
This section outlines joint responsibilities that apply to services defined in this SOW. Responsibilities
have also been listed in the sections describing specific services when responsibilities apply only to
that service offering.
1. <VENDOR NAME> and <CUSTOMER NAME> will develop a mutually agreed upon
Change Management process as described in section X of this SOW. This process will be
used to handle changes to the scope of services provided for in this document.
2. <VENDOR NAME> and <CUSTOMER NAME> will develop mutually agreed upon
hardware and software Certification processes for all new hardware and software that will
be supported under the scope of this document.
3. <CUSTOMER NAME> and <VENDOR NAME> will mutually agree upon report formats.

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Version 1.0 / Revision Date: 03-13-06
<CUSTOMER NAME> Help Desk Statement of Work

1.5 General Assumptions
This section outlines general assumptions that apply to services defined in this SOW. Assumptions
have also been listed in the sections describing specific services when the assumption applies only
to that service offering.
1. End-user calls for support will go directly to the Help Desk and will be tracked and
managed in the call management system.
2. A separate service request will be opened in the call management system for each
service event. Multiple transactions will not be represented in a single request.
3. Service level reporting will be based on relevant information collected by the call
management system and based on the capabilities of this system.
4. Service levels will be calculated using monthly averages for the entire supported
population.
5. The assumptions <VENDOR NAME> used to develop this SOW and pricing are based
upon information obtained from <CUSTOMER NAME> and <VENDOR NAME>’S
understanding of <CUSTOMER NAME>’s environment. If assumptions change as stated
in this SOW, then pricing is subject to change.

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Version 1.0 / Revision Date: 03-13-06
<CUSTOMER NAME> Help Desk Statement of Work

2 SERVICES PROVIDED
This section outlines the services that will be provided by <VENDOR NAME> in the <CUSTOMER
NAME> Help Desk Services Program.

2.1 Help Desk
<VENDOR NAME> Help Desk Services Program will provide <CUSTOMER NAME> end users with
a toll free phone number to access the Help Desk and services associated with it.
The Help Desk will provide a “gateway” to end users for supported services and <CUSTOMER
NAME> service information technology related issues.

2.1.1 Help Desk Service Levels
The following SLA’s apply to Help Desk services:
1. Service Desk Scheduled Uptime will be greater or equal to XX%.
2. Call Abandonment will be less than or equal to X%.
“Call Abandonment” will be defined and measured as the percentage of all Help Desk
calls that enter the automatic call distributor and are abandoned before the call is
answered by <VENDOR NAME> Help Desk personnel.
This measurement will begin after a period of XX seconds has transpired from the time
the call is available to be answered by <VENDOR NAME> Help Desk personnel in the
automatic call distributor.
3. Average Call Duration will be less than or equal to XX minutes.
“Call Duration” will be defined and measured as the total time spent on the telephone
handling the ACD incoming contact and time spent completing the call after the agent
hangs up with the caller.
4. First Call Problem Resolution rate of no less than XX% for Level 1
“First Call Problem Resolution” will be defined and measured as the percentage of all
problem tickets opened by the <VENDOR NAME> Help Desk during a month that can be
resolved by the Help Desk staff upon initial contact with <CUSTOMER NAME>. This
measurement excludes all dispatched tickets (hardware break/fix tickets, service request
tickets, proprietary Application support tickets, network infrastructure tickets, third party
dispatched tickets, and all LAN related service calls, etc).
5. The Average Speed to Answer (ASA) will be no greater than XX seconds
“Average Speed to Answer” will be defined as the average period of time a call has been
waiting in the automatic call distributor prior to it being answered by an <VENDOR
NAME> Help Desk agent. This measurement will begin from the time the call is available
to be answered by a <VENDOR NAME> Help Desk agent in the automatic call distributor.

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<CUSTOMER NAME> Help Desk Statement of Work

3 PROCESSES AND PROCEDURES

3.1 Change Control Process
The following describes a process to follow if a change to this SOW is required:
1. A Project Change Request (“PCR”) form will be the vehicle for communicating change.
The requester must document in detail the change sought and the rationale/justification
for the change. When completed, the PCR should be forwarded to the <VENDOR
NAME> Project Executive for further action.
2. The Project Executive will review the proposed change and determine whether to pursue
implementation of the request. Should it be determined that the change is warranted the
Project Executive will contact his/her peer/partner.
a. The Project Executive will review the proposed change and one of the following
actions will be taken:
b. The Project Executive will agree with the proposed change and approve
implementation; or develop a strategy for implementation depending upon the scope
of the change.
The Project Executive may decide to investigate further or escalate within the allotted period (30
days or less).
Based upon on the type and scope of change requested and the urgency associated with the
request, the Project Executive may determine that an executive level discussion may be appropriate.
The issue would be escalated within <VENDOR NAME> to the Area Level (Services Director and/or
Area Vice President), and <CUSTOMER NAME> would direct the issue to the appropriate party
within its organization.
A written Change Authorization must be signed by both parties to authorize implementation of the
investigated changes. The change will be documented and made part of this SOW as an addendum.

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<CUSTOMER NAME> Help Desk Statement of Work

3.2 Meetings
<CUSTOMER NAME> and <VENDOR NAME> will meet regularly to review the progress of this
engagement. The following details the types of meetings and the frequency in which these will be
held. Owners of each meeting will be responsible for taking notes, distributing notes via email to all
attending personnel and scheduling meeting space.

Meeting Purpose Agenda/ Attendees Owner
Frequency
Unscheduled To address As needed Affected / involved Determined on
situations which person(s) from vendor and a per meeting
arise and require customer Program basis
swift action Management Personnel.
Program Review Review service Weekly Vendor and Customer <VENDOR
Meetings activities, Client Lead, Operations NAME>
performance, and Manager and Program
issues relating to Management Personnel.
service delivery
and
enhancement
opportunities.
Quarterly Program Review overall Quarterly Vendor and Customer <VENDOR
Review Meetings relationship, Area Outsourcing Director, NAME>
performance, and Client Director, and
ongoing account Program Management
development Personnel.
including:
- Program
status
- Projects
review
- Billing review
- SLA review
- Cost drivers
review.

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<CUSTOMER NAME> Help Desk Statement of Work

4 HOURS OF OPERATION
Unless otherwise noted, all hours are considered to be <time zone>

Service Monday – Friday Saturday Sunday <CUSTOMER
NAME> Holidays
Help Desk <Hours> <Hours> <Hours> <Hours>

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<CUSTOMER NAME> Help Desk Statement of Work

5 REPORTS
The following is a sample list of reports. <VENDOR NAME> will provide additional reports to
<CUSTOMER NAME> as mutually agreed upon.

Report Incident Management Report Type: When to Run: Target
Frequency: Audience:
Weekly 1. Open Calls Summary Report Monday Support Center
2. Weekly Number of Incidents
3. Weekly Incidents by Call Type
4. Weekly Incidents by Priority Level

5th
Monthly Monthly Incidents (show number of incidents By the Support Center &
reported by phone, voice mail, & system business day of IT Management
generated) Each Month
1. Monthly Number of Incidents by Call Type
2. Monthly Number of Incidents by Priority
Level
3. Top 10 common incidents and solutions
4. Monthly Customer Survey Results

Report ACD Metrics: When to Run: Target
Frequency: Audience:
Weekly* 1. Weekly Calls Offered Monday Support Center
2. Weekly Calls Answered
3. Weekly Abandoned Calls – Run a weekly
4. Weekly Call Abandonment Rate report or wrap
5. Weekly Average Speed of Answer up weekly
6. Weekly Average Length of Calls information in
excel
spreadsheet
Monthly 1. Monthly Calls Offered By the
5th
Support Center
2. Monthly Calls Answered business day of and IT
3. Monthly Abandoned Calls Each Month Management
4. Monthly Call Abandonment Rate
- Run a report or
5. Monthly Average Speed of Answer
wrap up
6. Monthly Average Length of Calls
information in
excel
spreadsheet

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<CUSTOMER NAME> Help Desk Statement of Work

6 PRICING
This section outlines the pricing for services described in this SOW. These prices are based on the
assumptions outlined in this document.

6.1 Base Fees
<VENDOR NAME> will charge <CUSTOMER NAME> the following base fees for the services
described in this document:

6.1.1 Services Fees

MONTHLY HELPDESK SERVICE FEE: $
A fee of $xxxxx per month will be charged for the services described in Section “Services Provided”
portion of this document. This is inclusive of all items described here within, but exclusive of any
items identified in this section.
This is based on a monthly average call volume of xxxxxx calls. The call volume will be reviewed
monthly. A quarterly “True Up” process will be implemented, if the calls vary by +/- % within any
given quarter.

TRANSITION FEES: $
This includes discovery, due diligence, project plan, solution design, GAP analysis, training &
implementation, and travel and expenses.

6.2 Pricing Assumptions

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<CUSTOMER NAME> Help Desk Statement of Work

7 APPROVAL

BY: BY:
__________________________________ ________________________________
Signature Signature

__________________________________ ________________________________
Printed Name Printed Name

__________________________________ ________________________________
Title Title

______________________________________ ____________________________________
Date Date

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<CUSTOMER NAME> Help Desk Statement of Work

Support Responsibility Matrix
Application Support Guidelines

Category Classification Responsibility
Category Standard Commercial Off-the-Shelf Level 0 - Help Desk
1 (COTS) Software that is used
Level 1 - Help Desk
enterprise-wide in the <CUSTOMER
NAME> environment Level 2 - Help Desk
Level 3 - Help
Desk/Vendor, as needed
Category COTS Software that is used on a large Level 0 - Help Desk
2 scale basis and is business critical
Level 1 - Help Desk
(Large scale is defined as 10% of the
Level 2 - Help Desk
total <CUSTOMER NAME> population
or > 400 users) Level 3 - Help
Desk/Vendor, as needed

Category COTS Software that is business Level 0 - Help Desk
3 specific and/or is used on a small scale
Level 1 - Help Desk
basis
Level 2 - Designated
(Small scale is defined as <10% of the
Business Unit
total <CUSTOMER NAME> population
or <400 users) Level 3 - Designated
Business Unit/Vendor, as
needed
Category <CUSTOMER NAME> Business Level 0 - Help Desk
4 Proprietary Software
Level 1 - Designated
Business Unit
Help Desk (as agreed to on
case by case basis)
Level 2 - Designated
Business Unit
Level 3 - Designated
Business Unit

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