AOC Support Service Level Agreements
From AOC Support, we will make every effort to comply with the commitments listed below.
We will measure them monthly and, once each year is complete, we will publish a report with the results and, if applicable, the corrective measures we will apply to resolve the deviations.
- The attention of calls received will be 95% or more of the total.
- 80% or more of daily calls will be answered within 20 seconds and at no time during the day will it be less than 50%.
- Missed calls will not exceed 5% of the total incoming calls.
- In no case will the time of silence or music during the speech exceed 30 seconds.
- The percentage of saturated calls, that is, those that accumulate in the queue waiting to be answered, will not exceed 5% of the total incoming calls.
- The percentage of calls abandoned after 5 seconds, that is, the user does not want to wait any longer to be answered and hangs up, will not exceed 5% of the total.
First response time:
It is the one that elapses from the time the user creates the support request in the contact form until he receives a first response to it, either with the solution or with the communication that the request must be transferred to the specialist agents or the technicians
|Time**||1 hour||2 hours||4 hours||8 hours|
Next response time:
It is the time between the last unanswered comment of the user who opened the support request and the new response from the support team.
|Time**||2 hours||4 hours||6 hours||10 hours|
** How do we count the hours? Time is counted during the working hours of the Support team, from Monday to Friday, from 8:00 a.m. to 7:00 p.m. except holidays.
* What do we mean by request priority?
|Urgent||A support request is "urgent" if it prevents the full use of the service for all its users.|
|High||A support request is "high" if it prevents the use of a specific part of the service, for all or some users, and the impact on the business is high.|
|Normal||A support request is "normal" if it prevents the use of a specific functionality of one of the services to all or some users external to the platform and the impact on the business is relatively low.|
|Low||A support request is "low" if it does not prevent the use of any of the services, either partial or total, by any of the users.|
- Accepted chats will not be less than 80% of those requested by users.
- 90% or more of inquiries through social networks will be managed in less than 3 hours.
- 90% or more of inquiries opened through the contributor channel will be managed in less than 1 hour.
Quality of service
How do we measure quality?
We use the Net Promoters Score (NPS) to measure the quality perceived by our users.
How do we get ratings?
Each time a support request is resolved, a link to our support rating survey is added to the response email.
Why do we use this methodology?
Because NPS is a very demanding indicator used by major companies. However, public administrations do not use it and therefore it is impossible to compare ourselves with other bodies like us to determine our position within the scale.
What is our goal?
We want to get as high as possible but currently our commitment is to offer at least a service with an annual rating of 40% NPS.
To put this into context, you can have between -100% NPS and 100% NPS but above 30% is considered a high NPS (not just good).
So, to give some examples of well-known companies, we have:
- HP: 29% NPS
- IBM: 27% NPS
- AUDI: NPS of 37%