Service Target Levels and Results
The Service Level Targets that we strive to maintain and our goals for each incident are shown below. Our achievement over the previous twelve month period is also shown We make every effort to provide you with service that exceeds these targets.
If you feel your issue was not handled in a timely manner send an email to support@lgc.com.
From October 1, 2006 to August 30, 2007.
| Response Service Level |
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Incident Source |
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Response Target |
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Response Time |
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Live |
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80% in
10 minutes |
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80% in
6.1 minutes |
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Electronic |
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80% in
1 hour |
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80% in
53.9 minutes |
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| Resolution Service Level |
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Incident Severity |
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Resolution Target |
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Resolution Time |
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High |
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80% in
1 Business Day* |
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80% in
5.2 Business Days* |
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Medium |
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80% in
2 Business Days* |
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80% in
1.7 Days* |
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Low |
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80% in
10 Business Days* |
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80% in
10.8 Business Days* |
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*
Subject to local non-business hours, weekends, and public holidays.
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Response
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The time interval from when an inquiry is placed and a technical support analyst responds.
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Live
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Inquiry received through Direct telephone contact to Customer Support.
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Electronic
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Inquiry received through email, Customer Support Portal, or voicemail.
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Resolution
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The time interval from when an inquiry is made and a technical support analyst resolves the issue and closes the case.
Resolution targets apply to business hours of operation, exclusive of evenings or holidays.
Resolution includes:
- answer to an inquiry
- explanation of a correct workflow
- workaround
- submission of a Defect or Enhancement on behalf of the client.
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High Severity
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Includes:
- Issue is of a serious nature.
- Client cannot make progress due to the severity of the issue.
- There is no known workaround.
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Medium Severity
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The majority of application issues |
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Low Severity
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Minor, non-urgent issues |
We do not close the case until the client confirms they are satisfied we have resolved the problem. However,
Customer Support may close cases after three failed attempts to contact the client, for new or existing issues.
Customer Support will facilitate Defect and Enhancement resolution with the development organization, but is not responsible for defect or enhancement resolution.
