We are always upfront and honest about our SLAs; they are the most important promises we make to our customers. You have an expectation, and we will work hard to meet it. We care so much about providing an exceptional service that the Support Revolution board has set a Key Performance Indicator (KPI) of hitting over 98% of our SLA targets. This is how we measure the quality and success of the service we deliver. RIGHT-FIRST-TIME FIXES Doing this first helps us realise whether the patch already exists in the archive, and if it is appropriate to resolve the issue, or whether we need to develop our own solution.
2 Between September 2019 and August 2020, we achieved an average SLA success rate of 99.55%. We work to understand what the issue is and identify the root cause of an incident before we even begin the resolution process, because it is as much our priority as yours that after the fix, the issue doesn’t happen to your systems again. Once we understand the issue, we refer to the patch archive. Remember that not only do the vendors not publish their SLA success rates , but they also don’t offer SLAs for resolution times at all ; you have no guarantee as to when the issue will be fixed or if it will even be fixed at all.
Once the solution is ready, we test the patch ourselves in our patch environment. Once we have access, we will test the patch again in the customer test environment. PRIORITY TARGET RESPONSE TIME TARGET RESOLUTION TIME 1 15 minutes 2 hours 2 1 hour 4 hours 3 4 hour 3 days 4 8 hour 5 days 5 3 days 10 days