Seagull Scientific will publish historical data on Service Level Target (SLT) achievement corresponding to First Response and Next Reply times.

We started tracking against our support Response Times / SLTs in Q3 2021. For a quick look at our support Response Times / SLTs please check Availability and Channels for Support.

Support Response Times / SLT metrics

We track achievement rate against the First Response time and Next Reply time targets expressed below.

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):

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:

Premium Support level Historical Metrics

See below our historical metrics: 

Standard Support Historical Metrics

See below our historical metrics:

Observations:

• We measure each 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 SLT instances we fulfilled for that Support Plan and SLT metric in that quarter for each or the quarters listed. E.g. if there were 10,000 instances of Next Reply Time for Standard Support on a given 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.