Ticket Response & Resolution Times for a quality MSP

Review of SLA Response Times & Metrics for Umbrella IT Solutions

A quality MSP should constantly review their ticket process and make sure it is streamlined and efficient. At Umbrella, we do several things to verify that we are providing quality service you deserve. When you are a Uconnect Complete customer, we guarantee the following SLA metrics on all of your requests:

24-7 Helpdesk – Umbrella IT (umbrellaitgroup.com)

Every morning, we have a 20-30 minute meeting to go over any open tickets and appointments for the day to ensure nothing slips through the cracks and everyone knows their objectives.

Every week, we review all open and closed tickets for the week to verify we are meeting our SLA metrics. This is to ensure that first response, tech engagement, and resolution plans are being met by our technicians.

Every month, we review our customer feedback on all tickets and projects, to ensure customer satisfaction with our services. We look for any improvements that can be made to our processes, our technology, or ways we can make our clients happier.

Review of Response Time Metrics with 24/7 Support

Let’s back up our claims and share some real data with you from our metrics for 2023. When it comes to response times, each ticket is triaged based on priority and then responded to accordingly. During business hours, this is typically under one hour and after business hours, it depends on the severity of the request. This is an export of our combined data from 2023, both during and after-hours.

First Response

The goal here is to meet all requests with a less than a one-hour initial response time during hours, or meet the variable response time based on ticket priority after-hours. This means that our dispatcher must receive the ticket request, review it, respond to it, assign it to the appropriate technician and change the status to “Ready to Engage”. Our goal is 97% and we have exceeded that goal for tickets submitted in 2023.

Tech Engagement

Once the dispatcher assigns a technician to a ticket request, it is now the tech’s responsibility to change the status to “in progress” and begin working on the assigned ticket within a certain time frame based on the severity of the request. In some cases, it’s right away and in other cases, it can be within a couple of hours or first thing on the next business day. We met our goal for 2023, but there is some room for improvement for our tech to prioritize their time based on ticket severity, as well as remembering to assign the “In Progress” status when they begin working on a ticket.

Completion

Ticket completion is the time it takes to fully close a ticket from start to finish. This metric is tracked and depends entirely on the type of issue and many other variables surrounding the ticket, so our goal here is 90%. We have handedly met our goal for 2023, and it’s actually even better than our tech engagement metric! This tells us that some of our techs may not be correctly assigning “In Progress” to tickets once they begin working on them, but rather completing the work and verifying resolution. From the customer perspective, this is fantastic news that we are efficiently completing tickets within our reasonably set goals, but we may be lacking in communication to the customer during the tech engagement process.

Review of customer satisfaction and surveys

Our customer satisfaction is our primary goal and the goal is always 100% satisfaction, but occasionally something happens when a request may be misunderstood by a technician or not completed to full satisfaction. We use our Ticket Survey feature after the completion of every single ticket to verify if a resolution has been reached to the customer satisfaction, and occasionally the customer will kick the request back with something other than “happy” because something may have been missed and needs to be rectified. When a customer returns anything other than a perfect “happy” survey, the ticket immediately goes to our account managers who will reach out to better understand the situation. We guarantee that every single neutral or unhappy survey is efficiently rectified, explained, and fully resolved.

This concludes our review of our SLA Metrics for 2023! Check back in next year for a review of 2024 as we continue to grow. Thanks for reading!

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