service contract (Service Desk application)

A document that details the commitment between a service provider (an internal employee or an outside contractor) and the organization that it serves. The commitment is usually defined in terms of the amount of time allowed to respond to and complete a service request. For example, the time to respond to a clogged toilet is one hour, whereas the time to respond to blown light bulb may be eight hours.

The details found in the service contract are used to define a service level agreement (SLA), which determines how service requests are routed through the system.

You store the details of the hard-copy service contract document in the Service Contracts (serv_con) table.

Compare: contract (Compliance application)