Service Metrics: August 2012 to Current Date (updated monthly)
3. Performance Metrics
*On average Users can expect their call to be resolved within 2 working days (i.e. 16 hours). Exludes calls relating to Workarea Service.
*SLT relates to standard priority (P3) calls which are expected to be resolved within 4 working days. Over the current period, resolution average for P3 calls resolved by Deskside team within 4 working days is 93%.