Quarterly Results on Service Level Target metrics Follow

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Domingo Rodriguez

Seagull Scientific will publish Service Level Target (SLT) achievement corresponding to First Response and Next Reply times on a quarterly basis for support inquiries received from customers under Maintenance and Support.

First Response Time

First Response Time is the amount of time between your submittal of a request through a Supported Channel and our Technical Support team member making the first response to you (usually via the same supported channel used to initiate the case). 

We track achievement rate against the following SLTs:

Ticket Priority Level

Standard Support SLT

(business hours)

Premium Support SLT

(calendar hours)

Urgent 2 1
High 4 2
Normal 8 4
Low 12 8

 

See below how we've done in the previous quarter (Q3 2021):

 

FRT_Standard.jpg

 

FRT_Premium.jpg

 

Next Reply Time

Next Reply Time is the amount of time between your response(s) to our First Response, and our Technical Support team member responding back to you. 

We track achievement rate against the following SLTs:

Ticket Priority Level

Standard Support SLT

(business hours)

Premium Support SLT

(calendar hours)

Urgent 4 4
High 8 8
Normal 12 24
Low 24 48

 

See below how we've done in the previous quarter (Q3 2021):

 

NRT_Standard.jpg

 

NRT_Premium.jpg

 

 

Observations:

  • We measure each SLT instance that applies to every support ticket from Standard and Premium Support customers we receive in that quarter. Only one instance of First Reply Time exists per support ticket, but multiple instances of Next Reply Time targets are possible.
  • The graphics above represent the percentage of all SLT instances we fulfilled for that Support Plan and SLT metric in that quarter. E.g. if there were 10,000 instances of Next Reply Time for Standard Support that quarter and we achieved 90%, it means that we answered 9,000 times before the SLT expired.
  • Our SLTs on Premium Support tickets reflect and include our 24x7 coverage.

 

You can access a sample of the Maintenance and Support (M&S) agreement here and read our Availability and Channels for Support here for more information on target definitions, applicability and response times.

 

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