// RITIS · Support
The guarantee, measured against itself
Response and resolution SLA attainment against the times written into your agreement, plus satisfaction on every closed ticket. The misses are on the same screen as the 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. Satisfaction is collected on closed tickets and shown whether or not it flatters us.
What we act on
Each of these is a finding with a Find action behind it, naming 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
Tickets approaching the response threshold, escalated before the guarantee is missed rather than apologised for after.
Questions we get 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 happens when you miss?
- A $100 credit, in writing, per miss. The 11 missed responses in this sample environment are 11 credits. The misses stay on the screen because a guarantee you cannot audit is a slogan.
- Can we see it by technician?
- Yes. Attainment and satisfaction break down by technician, and we review that view with you quarterly rather than keeping it internal.