Service Contracts overview

Service Contracts describe the type of service available to a customer and usually describe the hours, available services, and costs for special services. For example, a Service Contract might specify 24x7 Service Desk availability, or limit requests for service to 8am–5pm, Monday–Friday. Weekend requests might have a billable hourly rate, or there could be other service hour combinations specified in the Service Contract.

Service Level Agreements measure how often these contractual obligations were met or breached by the Service Desk.

Related topics

Service Level Management
Service Level Management overview
Service Level Management drivers
Service agreements overview
Working with service agreements
Contract overruns
Working with service contracts