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Page 7 of 18 <br /> 69 <br />Local Benchmark:Average License Center customer wait time: MV, DL,DNR Licenses <br />IR2025 Strategy:2B <br />Description:N/A <br />3-Year <br />2010 2011 2012 Average 2013 <br />n/a10 13 12 - <br />Local Benchmark:Percentage of first response Servi ce Level Agreement violations for IT <br />support tickets <br />IR2025 Strategy:N/A <br />Description:First response to support ticket is due within 30 minutes of the service <br />request between the hours of 7am and 7pm, excluding weekeends and <br />holidays. Target is 5% or less <br />3-Year <br />2010 2011 2012 Average 2013 <br />19.8%15.4%22.9%19.4%0.0% <br />Local Benchmark:Percentage of due date Service Level Agreement violations for IT <br />support tickets <br />IR2025 Strategy:N/A <br />Description:Due date is measured between the time of the service request and the <br />time the ticket is resolved or clos ed based on separately measured <br />categories of service priorites. Minimum closure time is 72 hours <br />excluding weekends and holidays. Target is 25% or less <br />3-Year <br />2010 2011 2012 Average 2013 <br />13.5%29.6%10.7%17.9%0.0%70 <br /> 71 <br />72