Service targets

Closed is not resolved.

The resolution clock is the honest one and the one most systems quietly fudge — usually by pausing it whenever the case is waiting on somebody internal.

Internal delay countsCustomer wait excludedAuditableReopen-aware

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Waiting on you still counts

Time waiting on your own Finance team is time the customer is waiting. Pausing the clock for internal delay produces excellent statistics and unhappy customers.

Waiting on the customer does not

Time genuinely waiting on the customer to reply is excluded, and the transition is recorded so the exclusion is auditable rather than assumed.

Reopening resumes it

A case reopened within a short window continues the original measurement. Closing early to stop a clock is a well-known behaviour and this removes the incentive.

SLAs

The rest of this area.

Response and resolution targets that a small team can actually maintain.

First response

How quickly somebody gets a real reply.

Update frequency

How often you promise to say something, even with no news.

Priority rules

What makes something critical, written down once.

Before the breach

A warning while there is still time to act.

Take better care of every customer.

Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.

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