Does your support include managing to service levels, and do you have measurement tools and metrics to monitor performance?

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    Abby Kincer Official comment

    We monitor many metrics that center on incident and service quality. Those metrics include SLA attainment and are fed into our team meetings and one-on-ones with analysts. We also build staffing models based on volume to understand when we need to staff appropriately for workloads to maintain service quality.

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