Frappe PMM
Support Matrix
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Last updated on 24th March, 2026
Support Matrix
Support & Managed Services
The following metrics track how quickly the support team acknowledges and resolves client issues based on the defined SLA thresholds per priority level.
Metric
Frequency
KPI Formula
Target
Support Ticket First Response Time – SLA
Weekly
(Tickets Responded within SLA ÷ Total Tickets) × 100
≥ 95% within SLA (P1: 1hr, P2: 4hr, P3: 8hr)
Support Ticket First Response Time – SLA
WeeklyKPI Formula
(Tickets Responded within SLA ÷ Total Tickets) × 100
Target
≥ 95% within SLA (P1: 1hr, P2: 4hr, P3: 8hr)
Support Ticket Resolution Time – SLA
Weekly
(Tickets Resolved within SLA ÷ Total Tickets) × 100
≥ 90% within SLA (P1: 4hr, P2: 8hr, P3: 24hr)
Support Ticket Resolution Time – SLA
WeeklyKPI Formula
(Tickets Resolved within SLA ÷ Total Tickets) × 100
Target
≥ 90% within SLA (P1: 4hr, P2: 8hr, P3: 24hr)
SLA Contract
The SLA defines the agreed support response time, resolution targets, and service commitments between the company and the client. It ensures structured support management by clearly defining ticket handling timelines, escalation levels, and support availability for resolving issues efficiently.
Sample: Click Here
