This quick video in our IT support series covers what a good fix rate for an IT Support Service for an IT Support service should look like. Watch the video or read the transcript below, then if you’re interested in our IT Support service – our contacts details are at the bottom.
What are typical, good Support fix rate if you’re outsourcing your IT support function to an IT partner?
Well your first line fixes, that’s fixes within 30 minutes, are expected to be about 50 to 60 per cent of all the cases you log with that IT company.
The next one would be fixes within 4 hours, so you could expect that to be around 65 to 70 per cent of all the cases you log fixed within 4 hours.
And finally, any cases you want fixed within 24 hours you would expect that a good fix rate to be around 75 per cent.