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ENKI Support Metrics Exceed SLAs |
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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 |
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