ENKI Support Metrics Exceed SLAs

Monday, 01 February 2010 10:28

Over the last year, ENKI has significantly exceeded our published SLAs for support response times. In addition, support case closure times have exceeded published expectations.

Please note that Medium and Low case closure SLAs are measured in business hours.

ENKI SUPPORT METRICS
January 2009 - January 2010
Support Ticket Priority	Published Response SLA	Actual Response Stats (HH:MM)	Published Closure Stats	Actual Closure Stats (DD:HH:MM)
Critical (Application Down)	45 Minutes Maximum 15 Minutes Typical	0:09	ASAP	0:40
High (Application Impacted)	90 Minutes Maximum 45 Minutes Typical	0:21	3 Days	3:01
Medium (Scheduled/ASAP)	8 PST Business Hours	3:39 (including overnight)	7 Days or As Requested	6:07:56
Low (Information Request)	8 PST Business Hours	3:25 (including overnight)	As Requested	19:10:44