Awesome service - Awesome Speeds
While we always respond to all requests for support as quickly as possible; LogicCloud IT has instituted Key Performance Indicators (KPI's) and Target Response Times (TRT's) for support requests submitted by a registered user via the Client Request System. KPI's and TRT's are LogicCloud IT business hours based metrics that are measured on a monthly period and monitored by LCIT Management to ensure client requests are handled appropriately based on their assigned priority level. Target Response Times (TRT's) are indented to be the absolute maximum wait time for a response or escalation to the highest level of support for an issue of that classification. LogicCloud IT's business hours are Monday – Friday from 8am – 5pm Arizona time, excluding LogicCloud IT recognized holidays.
Key Performance Indicators (KPI's)
Logic Cloud IT strives to meet two critical KPI's for all our managed IT client's requests.
- Monthly Ticket Time to First Touch
- 80% of all electronic requests reviewed within 2 hours
- Monthly Phone Response Time
- 80% of answered incoming calls picked up within 180 seconds.
Target Response Times (TRT's)
LogicCloud IT understands that while KPI's are important, they do not fully reflect the nature of all requests coming into the system, and some requests have a much higher business and / or financial impact on a client, therefore, LogicCloud IT has instituted Target Response Times (TRT's) that are based on the severity (issue Tier) of the issue. TRT's for LogicCloud IT's 4 tier classification system and are outlined below for LogicCloud IT Managed IT Services.
Advanced Target Response Times (TRT's)
Target Response and Resolution Times for LogicCloud IT Services that have Advanced Target Response Times.| Priority | Source | Target Response & Resolution Timeline |
|---|---|---|
| Tier 1 | Telephone | A support team member will respond 80% of the time within 0.5 business hours; will address the issue until it is resolved or until an acceptable alternative solution is provided to, and accepted by the client - and will escalate to the highest support level within two business hours. |
| Tier 1 | Electronic | NOT AVAILABLE. ALL critical issues must be submitted by telephone. Critical issues submitted by electronic means will be assumed to be a Tier 2 priority. |
| Tier 2 | Telephone / Electronic | A support team member will respond 80% of the time within 2 business hours and will provide a solution or escalate to the highest support level within one business day. Status updates will be provided to the client until the case is closed. |
| Tier 3 | Telephone / Electronic | A support team member will respond 80% of the time within 4 business hours and provide a solution or escalate to the highest support level within three business days. Status updates will be provided to the client until the case is closed. |
| Tier 4 | Telephone / Electronic | A support team member will respond 80% of the time within 24 business hours and provide a solution or escalate to the highest support level within five business days. Status updates will be provided to the client until the case is closed. |
Standard Target Response Times (TRT's)
Target Response and Resolution Times for LogicCloud IT Services that have Standard Target Response Times.| Priority | Source | Target Response & Resolution Timeline |
|---|---|---|
| Tier 1 | Telephone | A support team member will respond 80% of the time within1 business hours; will address the issue until it is resolved or until an acceptable alternative solution is provided to, and accepted by the client - and will escalate to the highest support level within two business hours. |
| Tier 1 | Electronic | NOT AVAILABLE. ALL critical issues must be submitted by telephone. Critical issues submitted by electronic means will be assumed to be a Tier 2 priority. |
| Tier 2 | Telephone / Electronic | A support team member will respond 80% of the time within 4 business hours and will provide a solution or escalate to the highest support level within one business day. Status updates will be provided to the client until the case is closed. |
| Tier 3 | Telephone / Electronic | A support team member will respond 80% of the time within 8 business hours and provide a solution or escalate to the highest support level within three business days. Status updates will be provided to the client until the case is closed. |
| Tier 4 | Telephone / Electronic | A support team member will respond 80% of the time within 32 business hours and provide a solution or escalate to the highest support level within five business days. Status updates will be provided to the client until the case is closed. |
Basic Target Response Times (TRT's)
Target Response and Resolution Times for LogicCloud IT Services that have BasicTarget Response Times.| Priority | Source | Target Response & Resolution Timeline |
|---|---|---|
| Tier 1 | Telephone | A support team member will respond 80% of the time within 8 business hours; will address the issue until it is resolved or until an acceptable alternative solution is provided to, and accepted by the client - and will escalate to the highest support level within one business day. |
| Tier 1 | Electronic | NOT AVAILABLE. ALL critical issues must be submitted by telephone. Critical issues submitted by electronic means will be assumed to be a Tier 2 priority. |
| Tier 2 | Telephone / Electronic | A support team member will respond 80% of the time within 16 business hours and will provide a solution or escalate to the highest support level within two business days. Status updates will be provided to the client until the case is closed. |
| Tier 3 | Telephone / Electronic | A support team member will respond 80% of the time within 24 business hours and will provide a solution or escalate to the highest support level within three business days. Status updates will be provided to the client until the case is closed. |
| Tier 4 | Telephone / Electronic | A support team member will respond 80% of the time within 32 business hours and will provide a solution or escalate to the highest support level within four business days. Status updates will be provided to the client until the case is closed. |
Issue Tiers
As the setting of priority for an incident carries such an important weight in the delivery of service, it is imperative that this is carried out in a consistent and fair manner for all customers. To ensure this, clear definitions exist to help decide what priority any incident will come under, and this is based upon the business impact of the incident.
| Tier 1 | This is an EMERGENCY condition that completely restricts the use of an application, system or network to perform any critical business function for all users. Examples: Internet or Network outage at a location. Production Server Outage. |
| Tier 2 | The reported issue may severely restrict use of key devices or systems in the network. This could mean that a single department is impacted but the overall network and servers are functioning. |
| Tier 3 | The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe. |
| Tier 4 | The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions. This includes user or device moves, adds or changes; and how-to or general questions. |