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trouble report response - resolution time

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Beginning in November, 2008, MicroMetric began collection data in order to measure both the time it takes us to respond to client's trouble reports and how long until they are resolved.

Priority codes are: P1=Major, P2=Significant, P3=Limited. P4=Single User.

Response time is measured from the time the trouble report is received (or the client requested schedule time) to the time either a call is placed to the client from our Help Desk or a Technician arrives on-site.

Resolution time is measured from the time the trouble report is received (or the client requested schedule time) to the time functionality is restored or the problem is completely resolved.

Hours are Work Hours, based on an eight(8) hour day, five(5) days per week. No account is taken of Holidays.

Shown below are:

  • 1. The Latest monthly data.
  • 2. The current Year-to-Date data (With a link to the individual months).
  • 3. Previous Year-to-Data data (With a link to the individual months).
DATE TYPE HELP, hr. TECH, hr. FUNCTION., hr. RESOLVE., hr.
APR 2009ALL0.440.665.956.76
Man.Serv - P10.300.4922.8922.89
Man.Serv - P2NA0.342.372.37
Man.Serv - P30.441.446.646.64
Man.Serv - P40.450.564.775.82
Man.Serv - ALL0.470.636.117.06
Break/Fix0.190.804.934.93
DATE TYPE HELP, hr. TECH, hr. FUNCTION., hr. RESOLVE., hr.
JAN-APR 2009ALL1.091.218.009.87
Man.Serv - P10.090.6217.0717.07
Man.Serv - P22.071.512.9611.08
Man.Serv - P31.251.4610.2910.29
Man.Serv - P41.071.207.629.32
Man.Serv - ALL1.171.207.949.68
Break/Fix0.351.268.3110.88
    MONTHLY DETAILS, 2009 
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DATE TYPE HELP, hr. TECH, hr. FUNCTION., hr. RESOLVE., hr.
NOV-DEC 2008 ALL 2.36 4.04 11.50 12.60
Man.Serv. - P1 0.51 0.33 20.21 31.52
Man.Serv. - P2 0.68 1.25 12.00 12.00
Man.Serv. - P3 0.35 3.53 5.26 5.26
Man.Serv. - P4 2.82 3.75 10.90 10.90
Man.Serv. - ALL 2.39 2.83 11.73 12.94
Break/Fix 2.31 5.88 11.00 11.85
    MONTHLY DETAILS, 2008 
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