PASReadMe.md

PAS Support - IOG Service Topic
Overview
Customer Results Ticket Research - is the process of completing by the PAS team for customer specific missing results

---

Team

Kristy Doyle

---

Indicators

◼ Completeness - Ticket results researched, recovered or ticket sent to appreciate team(s)
◼ Availability - The service will be provided Monday – Friday
◼ Timeliness – Completed as quickly as possible for customer satisfaction

---

Objectives

◼ Completeness - 99.9% Completed research of the entire order(s)
◼ Availability - 99.9% available during Monday – Sunday or as needed by customer support teams
◼ Timeliness – 99.9% Completed <2 hours

---

Agreements

◼ Completeness - 99% Completed research of the entire order(s) ◼ Availability - 99% available during Monday - Friday ◼ Timeliness – 99% Completed by next business day Indicator SLA ◼ Completeness 99% Completed research of the entire order(s) ◼ Availability 99% available during Monday - Friday ◼ Timeliness 99% Completed <12 hours

---