Support levels and SLA

Response is met once a technician is working on the ticket and in contact with you. Resolution ends when you are back in business. That often hinges on third parties such as a broadband provider or a software vendor, and time spent waiting on them is excluded from the figures.

The technician makes a first call based on the rules, yet you have the final say. Tell us it is more serious than we judged and we raise the priority, no argument.

Yes. The change goes into a short addendum and takes effect from the next month. Moving down is possible as well, though we would first like to look at why the current tier feels too big.

Every month a report comes straight out of the ticketing system: ticket count, priority, and which were answered on time. It is generated automatically, so nobody has tidied up the numbers.

It shows that operations are controlled and how incidents are dealt with. If your organisation falls under NIS2, the reports can form part of the evidence you present to Styrelsen for Samfundssikkerhed or an auditor.