new this month
- Five Events have been added to
MICRO_NOTES. They are:
- 141 Notify of Sales Invoice
- 142 Notify of Current AR
Statement
- 167 Notify of Statement
- 168 Notify of Payment Due
- 169 Notify of Payment Past
Due
- Response and Resolution is now
being captured, and will be
published monthly. See the section
below for further details.
- MicroMetric's 2009 RATES
were published in the December
TipSheet.
With few minor changes they will
remain at the same levels as 2008.
One exception is that Managed
Services rates for New Clients only
will increase ten percent (10%)
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response and resolution times
MicroMetric began to collect
data to measure and report our
response time to computer
trouble reports during November.
Beside Response time, Resolution
time will also be reported.
Beginning at the end of
December, this information will
be available to all clients via
MICRO_NOTES.
For the first two months of 2008,
our average response time to trouble
calls via the Help Desk 1.82 hours
and via a technician on-site was
4.61 hours. Our average resolution
time was 9.04 hours (Client
functionality was restored in 7.83
hours).
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Full Response and Resolution Information
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managed services
MicroMetric, Inc is now offering a range
of Managed Services starting at the
first of the New Year. Building on the
success of our Server Maintenance
during the last two years, the new
services will include Workstations,
Network Infrastructure, and Backup. As
you might imagine, it's been quite a
job, and we're still putting many
finishing touches to the program.
Initial information is now available,
and more is coming.
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customer secure area expansion
The Customer Secure Area has new
content. The first addition is a
report for Managed Services
clients, Ticket Type Summary,
showing the status of all
Service Tickets opened during
the month. Currently this report
is updated at least weekly.
During the next several months we
will be expanding on-line reports, to
include details on all open Service
Tickets, and update this information on
a routine and frequent basis.
At the same time, we will be
initiating an Email program to notify
client Primary Contacts and Users of
outstanding Service Ticket status
changes.
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Sample TicketTypeSummary Report
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