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SayPro Information and Targets Needed for the Quarter:Website uptime and technical support ticket resolution times logged by SayPro IT team.
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
SayPro Information and Targets Needed for the Quarter
Key Metric: Website Uptime and Technical Support Ticket Resolution Times Logged by SayPro IT Team
1. Purpose
This metric evaluates the performance and responsiveness of SayPro’s IT infrastructure, with a focus on the reliability of the SayPro website and the efficiency of the technical support system. High uptime ensures uninterrupted access to learning and service portals, while timely ticket resolution reflects service quality and internal support responsiveness.
2. Definitions
- Website Uptime:
The percentage of total time the SayPro website and associated platforms were fully operational and accessible to users during the quarter. - Downtime:
Periods when the website or platform was not accessible due to technical failures, maintenance, server outages, or security issues. - Technical Support Ticket:
A formal record of a technical issue reported by staff, learners, or stakeholders, categorized by severity and urgency. - Resolution Time:
The time taken from the moment a support ticket is logged to the point it is marked as resolved and confirmed by the end user.
3. Website Uptime Performance Table
| Month | Total Hours (Month) | Downtime (Hours) | Uptime (%) | Target Uptime (%) | Status |
|---|---|---|---|---|---|
| January | 744 | 1.5 | 99.80% | 99.5% | Exceeded |
| February | 672 | 3.8 | 99.43% | 99.5% | Slightly Below |
| March | 744 | 0.7 | 99.91% | 99.5% | Exceeded |
Quarterly Average Uptime: 99.71%
Quarterly Uptime Target: 99.5%
Overall Status: Target Achieved
4. Technical Support Ticket Resolution Overview
| Month | Tickets Logged | Tickets Resolved | Average Resolution Time (Hours) | Target Resolution Time | % Resolved Within SLA |
|---|---|---|---|---|---|
| January | 120 | 117 | 6.2 hours | <8 hours | 97.5% |
| February | 145 | 139 | 7.4 hours | <8 hours | 95.8% |
| March | 162 | 159 | 5.1 hours | <8 hours | 98.1% |
Quarterly Ticket Total: 427
Quarterly Resolution Rate: 97.1% within SLA
Overall Status: Target Exceeded
5. Ticket Types and Issue Breakdown
| Issue Type | % of Total Tickets | Average Resolution Time |
|---|---|---|
| Password/Access Issues | 35% | 2.5 hours |
| Platform Loading/Speed Problems | 25% | 4.2 hours |
| Server Errors or Downtime | 10% | 7.1 hours |
| Data Sync or LMS Errors | 20% | 6.5 hours |
| General IT Queries | 10% | 8.0 hours |
6. Observations and Insights
- Website uptime remained consistently above target, with minimal downtime mostly attributed to planned maintenance windows.
- Fast resolution times were recorded for high-volume issues like login and access-related tickets.
- February saw a temporary dip in uptime and resolution rates due to a database migration and regional server issues, which have since been resolved.
- Implementation of a centralized ticketing system (Jira Service Desk) helped improve efficiency.
7. Challenges and Mitigation Measures
| Challenge | Impact | Mitigation Strategy |
|---|---|---|
| Server congestion during peak hours | Slower response times, brief downtimes | Increased cloud server capacity and deployed auto-scaling |
| Manual ticket triaging | Slower first-response time for complex issues | Introduced AI-powered ticket categorization and routing |
| Regional internet blackouts | Delayed support in rural areas | Offline help desk protocols introduced with mobile tech support teams |
8. Recommendations
- Roll out a real-time uptime dashboard accessible to SayPro management for proactive monitoring.
- Conduct monthly IT team sprints to review support backlogs and recurring technical issues.
- Launch IT literacy awareness campaigns for employees to reduce basic error tickets.
- Integrate automated feedback surveys into ticket closure process to track user satisfaction.
9. Responsible Units
- SayPro IT Infrastructure and Network Operations Team
- SayPro Help Desk and Technical Support Division
- SayPro Data & Systems Reliability Group
- Cybersecurity and Maintenance Team
10. Sign-Off and Accountability
| Prepared by | Reviewed by | Approved by |
|---|---|---|
| Name, Title | Name, Title | Name, Title |
| Date | Date | Date |
- Neftaly Malatjie | CEO | SayPro
- Email: info@saypro.online
- Call: + 27 84 313 7407
- Website: www.saypro.online
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