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Service Level Guarantee

NetPulse offers a written guarantee that we will improve your current service levels. We work with you to map and document your current service response processes and deliver significant and clearly measurable improvements in service quality. These are validated by extensive quality audits and detailed reports.

Here is an actual example of a current client Service Level Guarantee for Help Desk services:

  • A twenty percent (20%) improvement in current service wait time over 97% of incidents averaged over the year.
  • An improvement in email response time – 100% of emails responded to within four hours, averaged over the year.
  • Uptime guarantee of 99.95% averaged over the year.
  • A 30% increase in quality scores as measured by customer surveys.