Friday, 5 February 2021

January 2021 - a disappointing month on our Support Desk

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.
We'll be focussed on improving these stats for February, hopefully back to our normal level of service.

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