SaaS Support Models
Discussion List
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Shortened Holiday Hours for SaaS Support DeptQuestions: Has anyone implemented adjusted holiday hours and how was that received by your customers? Did you notice customer frustration through CSATs or customer sentiment during that period? Deta…Answered wsmith@relias.com 14 views 2 comments 0 points Most recent by wsmith@relias.com Workforce Management -
Manager On-Call renumeration?I would be interested to get any feedback on what people are doing to recompense managers who have to be 'on-call' during public holidays. While we have compensation for our engineers who volunteer t…Answered Sarah Sillars 30 views 3 comments 0 points Most recent by mandy.sands@alterahealth.com Technology & Services Strategy -
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 45 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 108 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 434 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations
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