Service levels

Define simple levels of tickets resolution and within them key performance indicators (KPIs):

Time To React (TTR)
Time To Close (TTC)

These KPIs are measured and reported.

A claim may, of course, be reclassified between the levels that a particular claimant is eligible to claim after the initial analysis and at any later time as new circumstances are identified. In the case of providing services to external claimants (outsourcing), we may price the different levels.

Sample service levels

Fulfilling tickets

RF001 - Rapid Application Resolution
- Response time = 1 day
- Time to resolution = 1 week
RF002 - Standard Ticket Resolution
- Response time = 2 days
- Time to resolution = 2 weeks
RF003 - Resolving applications within the agreed deadline
- Response time = 2 days
- Time to resolution = agreed deadline

Incident Management

IM001 - Critical
- Time to respond = 4 hours
- Time to resolution = 1 day
IM002 - High
- Response time = 1 day
- Time to resolution = 2 days
IM003 - Basic
- Response time = 2 days
- Time to resolution = 1 week
IM004 - Low
- Response time = 2 days
- Time to resolution = 2 weeks
IM005 - Planned
- Response time = 2 days
- Time to resolution = agreed date

Problem Management

PM001 - Urgent Problem
- Response time = 1 day
- Time to resolution = 1 week
PM002 - Standard Problem
- Response time = 2 days
- Time to resolution = agreed date

Change Management

CHG001 - Urgent Change
- Response time = 1 day
- Time to resolution = 1 week
CHG002 - Standard Change
- Response time = 1 week
- Time to resolution = 4 weeks
CHG003 - Resolving the change within the agreed timeframe
- Response time = 1 week
- Time to resolution = agreed deadline
CHG004 - Project Change
- Response time = 1 week
- Time to resolution = agreed deadline

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