SaaS Support Models
Discussion List
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Do you have Support Contact limits?Looking for any insight on this question - whether you have something similar or decided against this approach for any reason. Are there any member companies that have a minimum or maximum number of…Answered Christina Luna 36 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Percent of cases caused by infrastructure incidentsHello, I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a matur…Answered Robert McGinness 88 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy
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What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…Answered etaylor-beck@relias.com 316 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations
