Support response times
Due to recent staffing changes support times have been greatly enhanced, response and resolution times are a fraction of what they used to be. For example first response median has dropped down to 1hr 8minutes, which exceeds by a big margin The Gold Standard set by certain large providers for their price-included support. Infact, matching a very expensive SLA guaranteed response times of theirs.
Average is still a little bit too high to our taste at just 3hr 43minutes, but enhancement on this is coming in January with new staff hired. Closure time, meaning time between first and last reply is down to 14hr 59minutes.
All these metrics are greatly better than just a month ago, one of the best times in Pulsed Media's history, and certainly best for year 2011.
Sunday, December 11, 2011
