Performance Metrics
Open Systems and our drive for excellence
24/7 Follow the Sun Support
“Follow the Sun” support is a customer service model that ensures continuous, 24/7 availability by leveraging teams distributed across different global time zones. In this approach, as one team finishes its workday, another team in a different region begins, seamlessly passing on tasks and responsibilities. This method eliminates downtime, providing customers with uninterrupted support around the clock. It optimizes efficiency and responsiveness, as issues can be addressed in real time, no matter when they arise, ensuring that clients worldwide receive timely assistance without being constrained by the limitations of a single time zone.
Acknowledge Time
Average time to acknowledge customer requests, specifically the time taken from when a ticket is opened for changes or incidents until it is assigned to an engineer, is a critical metric in customer support. This measure reflects how quickly a support team recognizes and begins addressing a customer’s issue or request. For incidents, it indicates the responsiveness of the team in initiating the resolution process, crucial for minimizing downtime and impact. For changes, it shows how efficiently the team prioritizes and starts managing planned modifications. A shorter acknowledgment time demonstrates a proactive and organized support system, ensuring that customer concerns are promptly recognized and that the resolution process is set in motion without unnecessary delays.
Resolution Time
Average time to ticket resolution refers to the typical duration it takes for a support team to resolve a ticket, whether it’s related to changes or incidents. This metric is crucial in assessing the efficiency and responsiveness of a support organization. For incidents, it measures the time from when an issue is reported until it is fully resolved, reflecting the team’s ability to quickly restore normal operations. For changes, it tracks the time from when a request for change is submitted until it is implemented and verified, indicating how effectively the team manages planned modifications. A shorter average time to resolution generally signifies a more effective support process, leading to higher customer satisfaction and minimized business disruption.
Auto-resolved Incidents Rate
The average rate of automatic issue resolution refers to the percentage of issues, such as high CPU load, that are resolved automatically without human intervention. This metric highlights the effectiveness of automated systems and tools in managing routine or predictable problems. A high rate of automatic resolution indicates a well-tuned infrastructure where common issues are quickly identified and resolved by preconfigured rules, scripts, or algorithms. This not only reduces the burden on support teams but also minimizes downtime, as issues are addressed almost instantaneously. Automation in issue resolution enhances overall system efficiency, allowing support teams to focus on more complex or critical problems that require human expertise.
Leave Complexity
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