START DATE: FEB. 17, 2025

Goals

• meet company SLA
• will be used during semi annual evaluation
• transparency
• self-evaluation
• monthly issue analysis

Usage

• all computation is in Hours
• Class S = should be done within 4 hours to be on time;
• Class A = should be done within 1 day (9 hours) to be on time;
• Class B = should be done within 2 days (18 hours) to be on time;
• other types are not included in the list
• handler time = the total time that the ticket is assigned to the handler up to resolve time - feedback time - weekend time
• ticket time = total time that the ticket is opened up to closing time - feedback time - weekend time
• handler and ticket status = hours over the SLA | on time when within SLA
• handler status % = total on time ticket count / total ticket count [within the date filter]

suggestion

• if we are waiting for client/mall/bir/third-party feedback, make sure to set the mantis status to 'feedback'.However, only set the status to feedback if we are waiting for the client/mall/bir/third-party. 
• before closing the ticket make sure that the type and sub type are correct and that the issue handler is always assigned to the correct person
• if a class S is opened, speed up the process by informing the other departments if there are updates with the ticket's status.
  • HD should update the devs once the ticket is assigned.
  • Devs should update the HD once the issue is resolved.
• In case a task is delayed (over the SLA) be sure to make time to explain in detail the reason why the task is delayed in the Notes section. 
• There are some issues that are reported by the users to be bugs but in reality aren't bugs. Some issues are just features that are not supported yet. Some are for optimization. for these cases, set the classification of these issues into "core feature update".