One of the best ways to measure how well a consulting firm will be able to serve you
is to take a look at how fast they respond to your problems. Bishop Business Solutions is committed to
prompt and accurate problem resolutions at all times. Below is a chart of our average response times from
the past two years.
| Type of Incident
| Response Time
|
| Emergency On-Site Support Call (from time of call to arrival at client site)1 |
2 hours
25 minutes |
| Standard On-Site Support Call (from time of call to arrival at client site)2 |
6 business hours
45 minutes |
| Urgent Support Call Return (from time phone message is left until return call to client)3 |
10 minutes |
| Standard Support Call Return (from time phone message is left until return call to client)4 |
1 hour
15 minutes |
1 - An emergency is defined as a network, server, PC, or similar failure that
prevents a company from conducting business.
2 - A standard event is defined as any minor failure that does not prevent a
company from conducting business.
3 - An Urgent Support Call Return occurs when a support staff member is not
immediately available and the customer leaves a voice mail message that is designated as an emergency event.
4 - A Standard Support Call Return occurs when a support staff member is not immediately
available and the customer leaves a voice mail message that is designated as a standard event.
***NOTE*** A business hour is defined as M-F, 9-5. For example, if a standard on-site
support call is received at 3 PM on Monday, the average on-site response time would be by 1:45 PM on Tuesday
(3 PM - 5 PM on Monday and 9 AM - 1:45 PM on Tuesday).
|
