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 support response times / SLTs:

See below how we've done in the previous quarter (Q3 2023):

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 support response times SLTs:

See below how we've done in the previous quarter (Q3 2023):

Observations:

• We measure each following support response times / 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 support response times / 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 support response times / SLTs on Premium Support tickets reflect and include our 24x7 coverage.