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Define an SLA
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What is the purpose of an SLA
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List the main elements of an SLA
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The assessment handout contains extracts from an example of an SLA. Study the SLA and answer the following questions:
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What is the purpose of service standards?
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Define a call as it relates to a Help Desk.
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List the steps involved in the support call
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List and explain the three stages of handling complaints
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Explain the four key performance indicators
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List two steps to take to communicate the completion of a query
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Describe a typical call escalation procedure
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