Founder's Log and IT Support Statistics for October 2020

Here are the Kimbley IT support and assistance statistics for October 2020. In total, we were contacted 84 times on average, two contacts a day an unheard of low number in IT Support. Out of these contact 12 where support (where something is not working as it should). The remaining 72 requests were for assistance (where someone wants to know or get shown how to do something better). These stats are almost identical to September.

67.9% of end-users had their question or request completed within 5 minutes. 27.4% took more than 5 minutes but less than 30 minutes. 3.6% over 30 minutes and one request took over one hour to get completed. The support request that took over one hour to resolve was a user who had 24GB of data "stuck" syncing in Google Drive File Stream - which required the application to get removed along with all remnants before it could get reinstalled to clear out the stuck data.

92.9% of people contact us through instant message. Instant message, is more personal and quicker than an email ticket - used by almost all other IT support businesses. And less disruptive than a non-scalable phone call.