SLA performance

Complaints	Target	Q1 2012 average	Q2 2012 average	Q3 2012 average	Q4 2013 average
Complaints received as a percentage of total calls placed	< 0.5%	0.0%	0.3%	0.11%	0.25%

	Target	Q1 2012 average	Q2 2012 average	Q3 2012 average	Q4 2013 average
Incidents solved by the IT Help Desk	10%	6%	4%	5%	6%
Priority 1 incidents - call returned within 30 working minutes	95%	100%	93%	93%	100%
Priority 2 incidents - call returned within two working hours	95%	100%	97%	100%	100%
Priority 3 incidents - call returned within four working hours	95%	97%	99%	96%	97%
Incidents responded to within four working hours	95%	97%	99%	99%	98%
Incidents resolved in eight working hours	60%	76%	79%	73%	72%
Incidents resolved in three working days	90%	86%	86%	85%	84%

An incident is an occasion when you report a fault with your IT (SIMS, networks, backups etc).
One in four help calls receive a 'satisfaction' survey to complete asking how their call was handled. Customers can score 1 - 5 for each topic above: 1 being very unhappy, 5 being very happy.
Priority 1 incidents are critical failures affecting all users; priority 2 incidents are severe failures affecting over 20% of users but where a workaround is available; priority 3 incidents are non-critical infrastructure problems or standard support / advice queries.

	Target	Q1 2012 average	Q2 2012 average	Q3 2012 average
Delegates agreed or strongly agreed the course met all the stated objectives	95%	97%	100%	98%
Delegates agreed each topic was covered adequately	95%	97%	100%	95%
Delegates agreed or strongly agreed that their trainers were helpful and approachable	95%	99%	100%	99%
Delegates agreed or strongly agreed that their trainer(s) presented the course in a way they could understand	95%	97%	100%	98%
Delegates agreed the training venue provided a suitable learning environment	95%	97%	100%	97%

Each training delegate completes a satisfaction survey at the end of the course.

Hampshire IT