This page specifically represents the Customer Experience desk & Operations teams Time to First Contact Response & Time to Resolution SLA summary reports on the following frequency:

Weekly measurements from Monday - Friday 8:00-17:00, Saturday 8:00-13:00
Monthly measurements overall as above
Quarterly measurements overall as above

Target Time to First Contact Response: (Overall)

90%+

Target Time to Resolution: (Overall, this is not yet specific to P1-P4 refinement due later)

Customer Experience

Weekly FCR And Resolution SLAs

90%+

80%+