CUSTOMER SERVICE SUPPORT
Projected Workload.[1]
Note: In resolving IT Customer Service Helpline support calls, multiple meetings may occur, and initiation of a project request may result.
Helpline: 100 hours per month
45 – 50 calls per day (non-peak)
182 calls per day (peak) (month-end & year-end)
Non-helpline
Calls/contacts:
15 hours per month
1–2 calls per day
| Task | Commitment |
|---|---|
| Service Hours | 7:00 AM – 5:00 PM CST Monday through Friday |
| Reply | By 5:00 PM of the same business day |
| Progress Update |
Within 60 minutes (first update)
--or— Per time communicated during first update (subsequent updates) |
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