# Internal IT support SLA worksheet

Version: [ ]
Effective date: [ ]
Service owner: [ ]
Support owner/deputy: [ ]
Approvers: [ ]
Review date: [ ]

## Scope
Covered services/users/locations/devices: [ ]
Exclusions: [ ]
Intake channels and urgent contact: [ ]

## Calendar
Timezone: [ ]
Working days/hours: [ ]
Holiday calendar: [ ]
On-call coverage and activation (or none): [ ]

## Targets
For each priority: impact/urgency definition, meaningful response target, restoration objective, resolution rule, update interval.
No example target is a universal standard. Confirm staffing first.

## Clock rules
Start event: [ ]
Qualifying response event: [ ]
Approved pause/resume conditions and review owner: [ ]
Stop/restoration/acceptance: [ ]
Reassignment, reprioritisation and reopen handling: [ ]
Vendor dependencies: [ ]

## Escalation
Warning threshold/owner/action: [ ]
Escalation threshold/accepting role/action: [ ]
Breach communication and recovery plan: [ ]

## Acceptance tests
Record expected and actual support minutes for in-hours, near-close, holiday, wait, transfer, priority-change and reopened tickets.

## Reporting
Separate response and restoration results; include denominators, misses, pauses, reopens, oldest work and business impact. Preserve effective dates and historical results.

Operational starting point, not a negotiated external supplier contract.
Source: https://happysysadm.com/it-service-management/it-support-sla-template/