Incident Resolution Achievement
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Incident Resolution Achievement measures UWIT’s ability to resolve IT Incidents within the time periods shown below. UWIT’s target is to resolve at least 80% of Incidents accordingly.
- Priority 1 (Critical): Resolution time of two hours (24×7)
- Priority 2 (High): Resolution time of four hours (24×7)
- Priority 3 (Moderate): Resolution time of one Business Day
- Priority 4 (Low): Resolution time of two Business Days
- Priority 5 (Lowest): Resolution time of five Business Days
The following chart shows the percentage of UWIT managed Incidents that achieved resolution targets.
ITASK First Response Achievement
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Coming soon…
First Response Achievement
Strategic Anchor(s): You Get Me Relationships
First Response Achievement measures UWIT’s ability to respond to help ticket requests within the time periods shown below. UWIT’s target is to respond to at least 80% of requests accordingly.
- Priority 3 (Urgent): Response time of three Business Hours
- Priority 4 (Elevated): Response time of six Business Hours
- Priority 5 (Standard): Response time of one Business Day
The following chart shows the percentage of UWIT managed help ticket requests that achieved the First Response target.
Customer Update Achievement
Strategic Anchor(s): You Get Me Relationships
Customer Update Achievement measures UWIT’s ability to respond to help ticket follow-up questions within the time periods shown below. UWIT’s target is to provide updates to at least 80% of follow-up questions accordingly.
- Priority 3 (Urgent): Response time of one Business Day
- Priority 4 (Elevated): Response time of one Business Day
- Priority 5 (Standard): Response time of two Business Days
The following chart shows the percent of Requests that achieved the Customer Update target.