Questionnaire
Service & helpdesk agreements
Which channels, opening hours, SLA levels and escalation rules apply per service — for IT, Facility and HR? The difference between "we'll try our best" and a measurable promise.
Updated May 18, 2026
Questionnaire · 4.6
Why this now
The service catalogue from chapter 3.5 says what you deliver. This chapter records how and how fast. Without an SLA agreement “within 24h” is an expectation; with an SLA agreement it’s a measurable contract that workflows enforce automatically.
What do you deliver?
Service matrix
Per service: channels, opening hours, first-line agent, escalation path.
SLA grids
Response and resolution times per priority, in hours (not "fast").
Priority model
How is priority set? Impact × urgency, or free choice by the submitter?
Escalation & exception rules
When does the system alert whom, what does the backup do on sick leave?
Key questions
- 1Which services run on Gfacility (IT, Facility, HR, Reception, Cleaning, Catering, AV) and each have their own SLAs?
- 2Which channels may submitters use — self-service portal, mobile app, Teams bot, email-to-ticket, phone, walk-in? Same for IT and Facility?
- 3Opening hours & out-of-hours — who is reachable when? Which escalation applies out of hours?
- 4Priority model — impact × urgency (classic ITIL), or business-impact-only? Can the submitter set the priority?
- 5SLA targets per priority — concrete numbers for response and resolution. Working hours only, or clock hours?
- 6Routing — based on category, location, asset, user group? Which combinations are most common?
- 7Escalation rules — when and to whom? E.g. P1 → manager at 50% of SLA, service owner at 80%, exec at breach.
- 8Communication — does the submitter get intermediate updates? How often, via which channel?
- 9Closure & survey — does the agent or the submitter close? Do you ask for satisfaction (CSAT) on every ticket or by sample?
- 10Major incidents — own procedure (war room, status page, communication)? When does something become "major"?
Template — Service matrix
| Service | Channels | Hours | First line | Escalation | SLA P1 / P2 / P3 |
|---|---|---|---|---|---|
| IT helpdesk | Portal, Teams, email | 8-18 Mon-Fri | L1 IT | L2 → CIO | 1h / 4h / 1d |
| Facility reports | Portal, mobile, QR | 7-19 Mon-Fri | FM reception | FM mgr → COO | 2h / 1d / 3d |
| HR questions | Portal, email | 9-17 Mon-Fri | HR business partner | HR director | 1d / 3d / 5d |
| … | … | … | … | … | … |
Template — SLA grid
| Priority | Definition | Response | Resolution | Clock |
|---|---|---|---|---|
| P1 Critical | Entire department down | 15 min | 4h | 24/7 |
| P2 High | One team blocked | 1h | 1 working day | Working hours |
| P3 Medium | Individual hindered, workaround | 4h | 3 working days | Working hours |
| P4 Low | Request, no disruption | 1 working day | 10 working days | Working hours |