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Quality of Support was introduced to track responsiveness of GGUS Suppor= t Unit.
Quality of Support is calculated and reported by GGUS Report generator&n= bsp;and is based on response time value.
The response time is a performance figure calculated from the Support Unit=
's point of view. It describes how quick a support unit is reacting on tick=
ets.
Response time is the time from
The response time is calculated as difference = between the time stamp changing the status or re-assigning the ticket and t= he assign time stamp. While assigning a ticket to a support unit t= he expected response time stamp is calculated by adding an amount of time t= o the assign time stamp.
Response times are based on office hours. Hence the results unit=
is working days.
There are three different QoS levels, each defining different = ;response t= imes for given Ticket Priority.
Description of all Levels can be found here.
QoS can be defined separately for each Support Unit.
1. Go to GGUS report generator
2. Choose:
3. Click the row you are interested in more details to get a view with a= ll tickets that were taken into account in calculation.
Monthly Reports are available at Resource Centres OLA and Resource infrastructure Pro= vider OLA reports wiki page