What to promise.
WHAT TO STATE
Your hours Your target response time What counts as urgent What happens outside hours
WHAT TO PROMISE
What you will actually meet.
Promising an hour and replying in a day is worse than promising a day.
A REASONABLE POSITION FOR A SMALL RESELLER
Same working day for most requests Faster for anything affecting a site being down
WHAT TO DEFINE AS URGENT
A site or email not working A security incident Anything preventing the client trading
WHAT IS NOT URGENT
Questions Change requests Anything that can wait until tomorrow
WHAT TO SET UP
An automatic acknowledgement stating when a person will respond.
WHY
Silence is interpreted as being ignored.
WHAT TO MEASURE
How long requests actually wait.
WHAT TO FIX
Anything consistently exceeding what you promised.
WHAT TO DO IF YOU CANNOT MEET YOUR TARGETS
Change the targets, or add capacity.
Not continue missing them.
