What is the average response time when a problem is logged?
90% of our service calls are triaged during the initial call. Our objective is to review all requests within four hours.

What is the average time for problem resolution?
Problem resolution times vary according to priority:

• High Priority (user not able to continue working): 2 hours.
• Medium Priority (user able to continue but cannot proceed with a specific task): 8 hours.
• Low Priority (questions regarding a feature, setup or configuration): 2 days.

What is VisionFM's first call resolution as a percentage of total calls?
50% of our service calls are closed during the initial call.