We had a disappointing month on the Start Software Support Desk.
You can see from this graph that our "high priority problems solved in 2 hours" performance score has dropped below 90%.
We are looking through all of the high priority problems logged in January to see what the root cause was. Initial analysis suggests a combination of factors:
- the success of our new Alpha Legal platform has taken us a little by surprise, generating a number of calls from new users
- many problems were logged as High Priority but the clients were not available when we tried to contact them to discuss, and
- some problems were not progressed quickly enough by development staff.