Engineer Action Time – The time taken for a New World IT engineer to start working on a support call once it has been logged with us
Average time to solve a support issue – The average time taken for New World IT engineers to resolve a support issue, where the issue is within our control*
Support issues worked on within an hour – Whilst we aim to work on all calls within an hour, very occasionally we are unable to do so
Tickets solved within a day – The number of support issues New World IT engineers resolved within a day*
Support tickets compared to last month – Volume of tickets compared to last month
Statistics taken from New World IT’s working hours
* When issues arise using 3rd party services such as Office 365 we may need to escalate the issue to them. Their service times are a lot longer than ours!