We provide our customers with 24/7 support with a ticketing system, direct support phone and email ticket gateway.
Since we started tracking tickets in our platform, we processed about 60000 tickets (an average of almost 6000 yearly or 500 monthly tickets)
We are proud for the feedback we receive from our customers:
The overall satisfaction is 4.6 in 5 (An average rating of 4.6 stars out of 5 stars)
Other interesting metrics we track are:
Over 2/3 of incidents are resolved on the first iteration of the ticket (First Contact Resolved of over 66%)
Over 2/3 of incidents have a First Response Time in less than 3 hours, with over 96% of tickets with a First Response in the same day.
Over 99.5% of tickets are inside our service level agreement, which takes into account the priority of the ticket (Which can be Low, Normal, Urgent or Critical)
According to the priority of the incident, we target first response times from 1 hour for Critical, 4 hours for Urgent, 8 hours for normal and 24 hours for low priority.
Over the past 10 years, we tracked all this metrics and more, trying to improve them month after month!
We think our support is paramount to our customers happiness, and as such we will keep tracking the relevant metrics to further exceed expectations
