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Helpdesk issue resolution time (poll?)

I know many helpdesk organizations have SLAs around attending to a problem within X hours.  I'm looking to see if anybody has SLAs around resolving a percentage of problems within the first day or two.  And to know what those SLAs are.  

What I have in mind is for the SLA to say we would resolve 80% of new tickets within 24 or 48 hours.  I'm trying to figure out if 80% is the right percentage or what it should be.

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ipj_admin
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ipj_admin
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1 Solution
 
E-Z-PCCommented:
I have SLA's based on X hours, not %, but about 80% resolved within 24/48 hours isn't a bad statistic to be aiming for.
Our SLA gives an initial repsonse time of 8 hours and resolution time of 3 days, for which we hit 100% success. So you could aim higher. Although this does depend on complexity of tickets, change requirements, user availability etc.
Would be interesting to read other people thoughts on this.
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ipj_adminAuthor Commented:
Hmmm...nobody else with opinion?
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ipj_adminAuthor Commented:
The only person to respond!
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E-Z-PCCommented:
Considering 99% of the industry run on SLA's, i'm suprised there was no more uptake on that. Oh well, I blame the election. :-)
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