Time for another look under the bonnet of our Support Desk covering Alpha Tracker (UK and Australian/New Zealand support), Alpha Legal and ecoScribe.
We like publishing these updates for a simple reason. If you are trusting us to run systems that matter to your business, you deserve to know how we are performing. Not just the good months. All of it.
Here are the latest figures covering September 2025 through to February 2026.
The headline numbers
Over the last six months we have:
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Resolved 5,149 support tickets
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Delivered an overall 92 to 94 percent on-time resolution rate each month
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Achieved between 97 and 99 percent on-time performance for high-priority issues
That is not a small volume. It represents consistent, steady demand from clients using Alpha Tracker, especially, and the wider Start Software ecosystem every day.
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| We track Support Desk performance monthly - and weekly - and daily! |
Monthly breakdown
A quick snapshot of the last six months:
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February 2026
926 tickets resolved
92.33 percent on time overall
98.81 percent on time for high-priority -
January 2026
904 tickets resolved
93.58 percent on time overall
98.86 percent high-priority -
December 2025
685 tickets resolved
91.09 percent on time overall
99.30 percent high-priority -
November 2025
808 tickets resolved
92.08 percent on time overall
99.37 percent high-priority -
October 2025
947 tickets resolved
92.40 percent on time overall
97.16 percent high-priority -
September 2025
879 tickets resolved
94.20 percent on time overall
98.38 percent high-priority
Across the period we resolved 4,772 standard priority tickets and 992 high-priority tickets within SLA.
What the numbers tell us
A few observations.
1. Volume remains high and steady
We are consistently resolving between 800 and 950 tickets per month, with December being the natural seasonal dip. That level of activity reflects a growing user base and more organisations embedding our software deeply into their workflows.
Busy is fine. Uncontrolled is not. The consistency shows the team is absorbing the load without performance dropping off a cliff.
2. High-priority issues are handled exceptionally quickly
When something is genuinely urgent, we treat it that way. High-priority SLA performance has stayed around 98 to 99 percent. That is where it needs to be.
If a system underpins field operations, compliance, billing, or reporting, delays are not just inconvenient. They cost money. Our focus is always to protect business continuity first.
3. Overall SLA performance is stable
Overall on-time performance has remained comfortably above 91 percent every month, peaking at over 94 percent.
Of course we would like that to be 100 percent. Real life occasionally intervenes. Complex issues take deeper investigation. Some require third-party involvement. Some involve careful data repair rather than a quick patch.
What matters is that the trend is stable and predictable, not volatile.
What sits behind these figures
Support performance is not just about answering tickets quickly. It depends on:
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Well-structured, documented software
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Clear release management
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Robust hosting infrastructure
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Experienced developers who can step into escalations
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And clients who provide good information when raising issues
We are fortunate on all counts.
As Alpha Tracker and our other platforms continue to evolve, we invest heavily in stability, monitoring, and preventative fixes. The best support ticket is the one that never needs to be raised.
A quiet thank you to the team
Support work is rarely glamorous. When things run smoothly, nobody notices. When something breaks, everyone notices.
Sustaining over five thousand resolutions in six months with consistently high SLA performance takes focus, discipline, and care. We are quietly proud of the team.
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| Zac keeping his eye on a ticket - and the Support Team |
If you are a client
Please keep raising tickets through the proper channels. It helps us track, prioritise, and measure properly. Emails sent to individual developers may feel faster, but they make it harder to maintain this level of visibility and accountability.
And if you are considering working with us and want to understand how we operate, transparency like this is part of the culture.
We build software that supports operational businesses. That means our Support Desk has to perform, month in, month out.
If you would like to talk about how Alpha Tracker or our wider solutions could support your organisation, just get in touch.
We will keep publishing these updates. Quiet consistency beats loud promises every time.
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