Subject: Average first response time SLA
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Saurabh Dadu <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Tue, 16 Nov 2021 11:42:55 +0000

Hi Shakeeb,

As discussed, Average first response time overdue absolute numbers widgets added to LSM and KSA Email dashboards.

Average first response: 12 calendar hours.
Benchmark: above 90%
Average created tickets:  1200 currently, next week ≈ 1500

Please confirm and ensure that overdue, Average first response violations percentage is less than 10% from total received.

Thanks
Mahmoud

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