Service targets
Everything is urgent, so nothing is.
Without rules, priority is set by whoever is shouting. With rules, it is set by what is actually at stake — and the rules can be argued with, which is the point.
Defined by impact
Critical means the customer cannot operate. High means significant impairment. Normal is everything else. Impact rather than volume or volume of complaint.
Incidents raise everyone attached
When a case joins an active incident it inherits the incident's priority, because the underlying impact is the same for all of them.
Reviewed against reality
If ninety per cent of cases are arriving as high priority, the rules are wrong. That ratio is reported so the rules get corrected rather than ignored.
SLAs
The rest of this area.
Response and resolution targets that a small team can actually maintain.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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