Support

Design

Culture: Customer Obsession

• not Process Obsession

Support is a standalone product

• own revenue, competitive edge
• not cost centre, outsourcing, or sales debt

Practice

• Toil is a bug

• DevOps, SRE
• not ITIL, Ticket, Escalation, SLA

Measurements

• First Contact Resolution (FCR)
  • 客戶提出問題後，在第一次工程師回覆中就能提供可行解決方案的比例
  • not acknowledgement, request for information (i.e. logs)
• Customer satisfaction (CSAT)
• Time to resolution (MTTR)
• Escalation success rate
  • 工程師提出的Escalation to service team 是否合理。
  • service team接收後，問題是否能解決

SLA

• P1: 15 minutes
• P2: 60 minutes
• P3: 12 hours