service contract (Service Desk application)

A document that details the commitment between a (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 , 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.

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