RITIS · Support
See whether you got the response you were promised
You see response and resolution SLA attainment against the times written into your agreement, plus satisfaction on every ticket you close. Your misses are on the same screen as your hits, which is the point.
Response SLA
98%
Resolution SLA
90%
Satisfaction
100%
Open tickets
37
Attainment against your agreement, not an industry average
The clock runs against the response and resolution times in your contract, per priority. Every ticket lands here with its timestamps, so 98% is not a claim, it is 508 tickets met and 11 missed, and the 11 are listed. Your satisfaction ratings are collected on closed tickets and shown to you whether or not they flatter us.
What gets fixed for you
Each of these is a finding with a Find action behind it, so you see the exact records involved.
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13 unassigned tickets
Queue drift surfaced and assigned before it becomes a missed SLA.
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Tickets with no time logged
Work happening off the record hides effort and skews resolution data. Named and corrected.
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Slow first response
Your tickets approaching the response threshold, escalated before the target is missed rather than apologised for after.
Your questions about support
- What starts the response clock?
- Ticket creation, whether it arrives by phone, email or portal. Not when a technician first opens it. The timestamps come straight from the PSA, so the clock cannot be restarted by touching the ticket.
- What do I get when a response is late?
- You see it here as a miss, listed by ticket, and you can raise it in your quarterly review: your response times are service levels with a 90% target. Your $100 credit is tied to a separate ManageIT guarantee. Call or chat and you reach a live expert within 5 minutes, or you get $100 on your next invoice, up to $300 per billing cycle. The misses stay on your screen because a number you cannot audit is a slogan.
- Can I see it by technician?
- Yes. Attainment and satisfaction break down by technician, and you get a quarterly review of that view rather than it being kept internal.