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trouble report response - resolution time monthly 2008

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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.

DATE TYPE HELP, hr. TECH, hr. FUNCTION., hr. RESOLVE., hr.
DEC 2008 ALL 3.15 4.25 14.81 14.81
Man.Serv. - P1 0.80 0.67 34.17 34.17
Man.Serv. - P2 0.00 2.25 7.67 7.67
Man.Serv. - P3 0.35 3.53 5.26 5.26
Man.Serv. - P4 3.40 3.21 15.87 15.87
Man.Serv. - ALL 3.40 3.21 15.87 15.87
Break/Fix 2.70 6.05 12.61 12.61
   
NOV 2008 ALL 0.98 3.69 6.59 9.32
Man.Serv. - P1 0.22 0.00 6.25 28.87
Man.Serv. - P2 1.03 1.40 15.24 15.24
Man.Serv. - P3 NA NA NA NA
Man.Serv. - P4 1.05 3.07 3.35 3.35
Man.Serv. - ALL 0.98 2.12 5.79 8.74
Break/Fix 0.99 5.66 8.41 10.63