[sims] Capita's SLA?

[Rawns]

I've had a hunt on SupportNet without luck, I'm looking for a document/information on Capita's SLA on case logs. Can anyone point me in the right direction?

[vikpaw]

I have one on my wall, can ping a copy over in the AM. Not sure if its the doc that states all the response times, but should be. I think we get one every year.

Sure there isn't one in the stickies? It prob differs per user type.

[matt40k]

SupportNet > Sticky Items > Capita Children’s Services Charter

 

Also go (Top menu)Web Support > Case log > (Side menu) Statistics

[vikpaw]

That's the one it's the charter i have on my wall, though actually, it turns out, it's old.

The 2009 version has lots of interesting figures to compare, like their resolution window for severity 3 < 15 days 90%

[featured_spectre]

Mind posting it anyways?

[Rawns]

Found the 2013 one but can't find a ref for it. Not sure if it's OK to post it directly on here.

 

May be worth checking with @PhilNeal?

[vikpaw]

Mind posting it anyways?

only if you're a paying customer