Departments » Technical Support » Support Processes

Goals and Metrics

For our mission to keep clients happy to continue with Vision, we track four metrics to tell how well we're doing.

Average First Response

What's measured: The first email response we send when a client emails in a new request

Target: <= 2.5 hours

Time On Agent

What's measured: How many business hours elapse with the case in a "New" or "Open" status (i.e. awaiting our support agents' action, not pending the customer or another Vision team)

Target: tentatively <= 30 business hours

Customer Ease Score

What's measured: A survey is sent after valid cases asking how we did. The "net ease" score is the percentage of clients who answer positively minus the percentage of clients who answer negatively; possible score ranges from -100 to 100

Support Process - Survey

Target: >= 75

SLA Misses

What's measured: The number of cases we miss internal response SLA on, after the first response.

  • Emergency: 1 hour, then as agreed
  • First response: 2 business hours
  • Urgent or Elevated case: 1 business day
  • "Open" case: 3 business days
  • "Pending Internal Response" case: 1 week
  • "Pending Customer" case: 3 weeks

Target: tentatively <= 4% of cases