Standard Ref.

Performance Standard (Measured Monthly)

1

Available for Service - [99.95]%

Available for Service  - Yes / No

N/A

2

Calls Answered Rate - [95]% within [15] sec

PABX call statistics report

N/A

3

Average response time for Tickets logged electronically - [2] hours

Ticket statistics

4

Call Abandon Rate -  less than [6]%

PABX call statistics report

5

Minimal DSS calls (by resolving calls remotely via the Helpdesk and/or Resolver Groups) - [20] % or less of all calls received by the Helpdesk

Ticket statistics