Incident Resolution Times
What matters most to you? Knowing that we'll respond quickly to an incident you have or fixing the problem as fast as we can? From having spoken to our clients we know the answer to the question is that both times are important. This is why we measure the response time and the resolution time.
The vast majority of IT support businesses will focus on response time, which is good, but they fail to publise how quickly they fix a problem. Not Bluegrass. We openly publish our resolution times on our website.
The Resolution time you see on the left of our website is the average time over the past month that it took for a Bluegrass engineer to fix the clients problem. As part of our ISO 20000 accreditation we have to be able to demonstrate to an indepentent auditor that not only do we record these times but that they are genuine.
For all incidents we have 5 priority types:
- Priority 1 - Major Business Impact
- Priority 2 - Significant Business Impact
- Priority 3 - Moderate Business Impact
- Priority 4 - Inconvenient Business Impact
- Priority 5 - New requests
As an example of the target response and resolution times for a Priority 1 we will respond within 30 minutes and fix the problem within 4 hours. Our actual times are always well within these targets.
