Implementation Success Guide

Triage



Critical cases acknowledged and assigned within

30 minutes



60%

of cases are resolved in Triage



Average duration for an open case is

< 24 hours

Investigations



Manage high and medium complexity functional cases



30%

of cases resolved in Investigations



Average duration is

2.5 days

Advanced Support



Manage high priority and critical technical cases



< 10%

of cases escalated to Investigations are escalated to Advanced Support



Average duration of cases escalated to Advanced Support is

< 5 business days

When You Go Live, You Have Support

The

Right Person

on the

Right Issue

at the

Right Time

Initial response

within

1 hour

for non-critical cases